Refund policy

Refund and Return Policy

At Novensa, we are committed to customer satisfaction. If you are not entirely satisfied with your purchase, you can return it under the following conditions.

Returns

You may return most new, unopened items within 14 days of delivery for a full refund. All returns must be in their original condition and include all original packaging and labels.

Process for Returns:
1. To initiate a return, please contact our customer support at support@novensa.co.uk or through our contact form to receive instructions.
2. The return address may vary depending on the product, so it is essential to contact customer support to get the correct return address.

Exclusions

Certain types of items cannot be returned, including:
- Customized, personalized, or perishable products.
- Digital downloads and license codes.
- Products returned more than 14 days after delivery.
- Items not in their original condition, damaged, or missing parts for reasons not due to our error.

Refunds

Refunds are issued to the original method of payment once we have received and processed the returned item. There are no restocking fees. We aim to process refunds within 5 working days after receiving the item, but the time may vary due to processing times at your bank or payment provider.

Specific Return Procedures for Different Circumstances:

  • Exchanges: Please contact our customer service for assistance with exchanging an item.
  • Change of Mind: You may return unopened products in their original condition within 14 days for a full refund. Please follow the standard return process.
  • Faulty Items: If you receive a faulty product, immediately contact customer service for a return or exchange.
  • Damaged Goods: Report any damaged goods to our customer service immediately for instructions on how to proceed.
  • Wrong Product Received: If the wrong product is delivered, fill out the return form and contact customer service for corrective action.
  • Product Not Arrived: If your order has not arrived within the expected delivery time, please contact our customer service.
  • Cancellation: Our order processing is fully automated to ensure fast dispatch. For this reason, it is unfortunately not possible to cancel or modify an order once it has been placed. You will, however, always retain the right to return your order after delivery in accordance with our return policy. Should you wish to do so, please follow the instructions provided on our returns page or contact our customer service team for assistance. 

Shipping Costs

The customer is responsible for paying for the shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Legal Compliance

This policy is in accordance with UK consumer law, including the Consumer Rights Act 2015. Please refer to our Terms of Service, Privacy Policy, and Return Policy for more information.

Customer Service

For any questions or issues with your order, please contact our customer service at support@novensa.co.uk or visit our contact page.

Company Information

Email Address: support@novensa.co.uk
Phone Number: +31 644082330

Customer Service Opening Hours:
Monday to Friday: 09:00-17:00
We aim to respond within 1 business day.