Refund policy

Return & Refund Policy

Last updated: September 2, 2026

At Novexo, we want you to be completely satisfied with your purchase. If you have any issue with your order, please contact us and we will do our best to resolve it quickly and fairly.

1. Your Right to Cancel

If you are purchasing from the United Kingdom, you generally have the legal right to cancel your order within 14 days after receiving your goods, without having to provide a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

This cancellation right does not apply in certain circumstances permitted by law, such as certain personalised or customised products, perishable goods, or other legally exempt products.

Your statutory consumer rights are not affected by this policy.

2. Returns

To request a return, please contact us at:

Email: [novexo.co.uk@gmail.com]

Please include:

Your order number
Your name
The product you wish to return
The reason for the return, if applicable
Photos or videos if the product is damaged, defective, or incorrect

We will provide you with the appropriate return instructions.

Please do not send products back to an address shown on the product packaging or to our supplier unless we specifically instruct you to do so.

3. Condition of Returned Items

For a change-of-mind return, products should be returned in an appropriate condition.

You may handle the goods as reasonably necessary to inspect them in the same way you would in a shop. If the goods have been used or handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may be entitled to make a deduction from the refund where permitted by law.

This does not affect your statutory rights regarding faulty, damaged, or incorrectly described products.

4. Faulty, Damaged or Incorrect Items

If your product arrives:

Damaged
Defective
Faulty
Incorrect
Significantly different from its description

please contact us as soon as possible.

We may ask you to provide photographs or video evidence so that we can investigate the issue and arrange an appropriate remedy.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund, or another appropriate solution.

Nothing in this policy limits your legal rights under applicable UK consumer law.

5. Refunds

Once your return is received and processed, we will notify you about the status of your refund.

Where a refund is legally due, we will issue it to the original payment method.

For eligible cancellations under UK consumer law, refunds will generally be processed within 14 days of receiving the returned goods, or earlier where required by law.

Where applicable, the refund will include the cost of standard delivery. If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option available.

Your bank or payment provider may require additional processing time before the refund appears in your account.

6. Return Shipping Costs

For a change-of-mind return, the customer may be responsible for the direct cost of returning the goods where permitted by law and where we have informed the customer of this responsibility before purchase.

However, if an item is faulty, damaged, incorrect, or not as described, we will handle the return in accordance with your legal rights and will not unfairly require you to bear costs that we are legally responsible for.

7. Orders That Have Already Shipped

If you contact us after your order has already been shipped, cancellation may not be possible before delivery.

In such circumstances, please contact us and follow our return instructions after receiving the goods.

You should not refuse delivery unless we specifically advise you to do so.

8. Lost or Delayed Orders

If your order has not arrived within the delivery timeframe stated on our website, please contact us at:

[novexo.co.uk@gmail.com]

We will investigate the shipment with the relevant delivery provider and work with you to resolve the issue.

We will not use this policy to remove any legal rights you may have regarding late or non-delivery.

9. Products That Cannot Be Returned

Certain products may be excluded from cancellation or return rights where permitted by UK law, including certain:

Personalised or customised products
Perishable products
Sealed products that are not suitable for return for health or hygiene reasons where the seal has been broken
Other products specifically excluded by applicable law

Any applicable exclusion will be communicated clearly before purchase where required.

10. Exchanges

We may offer exchanges where appropriate. However, depending on the product and circumstances, a refund may be provided instead.

For faulty, damaged, incorrect, or misdescribed products, your statutory rights remain unaffected.

11. How to Contact Us

For all return and refund enquiries, please contact:

Novexo