Refund policy
Last updated: October 30, 2026
At NovaTrend, we aim to provide clear and transparent information about returns, exchanges, cancellations, and refunds. This policy applies to orders delivered within the United Kingdom and should be read alongside our Terms of Service.
1. Return Policy
We accept eligible returns for both defective and non-defective products within 14 days, subject to this policy and applicable UK consumer protection law.
Where possible, products should be returned in their original packaging with all included accessories, manuals, and other items. Please take reasonable care of the product while it is in your possession.
2. Statutory Cancellation Rights
Under UK consumer regulations, customers purchasing most products online have the right to cancel within 14 days from the day after receiving the goods, subject to applicable legal exceptions.
After notifying us of a cancellation, customers generally have a further 14 days to return the goods. Nothing in this policy limits statutory rights that apply to your purchase.
3. Product Eligibility and Condition
Products are sold as new unless a product listing explicitly states otherwise. Please review the product description, specifications, photographs, and included accessories before placing your order.
Customers may inspect products as they would reasonably be permitted to do in a physical shop. If a product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, a lawful deduction for diminished value may apply.
4. How to Request a Return
To request a return or cancel an order, contact our customer support team and provide:
- Your order number
- The email address used to place the order
- The product you wish to return
- The reason for your return, where applicable
Please contact us before sending a return. Our team will provide the appropriate return-by-mail instructions.
5. Return Method and Return Labels
Returns are handled by mail. A return label is included in the package at no additional charge. If your package does not contain a return label, contact us before arranging the return.
6. Return Shipping Costs
For change-of-mind returns, return postage costs may be the customer's responsibility where permitted by law and where the required information was provided before purchase.
If a product is faulty, damaged, incorrect, or does not conform to the contract, we will handle the matter in accordance with applicable UK consumer law.
7. Exchanges
We accept eligible exchange requests. Contact us with your order number and details of the product you would like instead. Exchanges are subject to product availability and confirmation by our customer support team. If an exchange is not possible, applicable statutory rights and refund options remain unaffected.
8. Refunds and Processing Time
Once a return has been received and assessed, eligible refunds will generally be issued to the original payment method. We aim to process refunds within 7 days after receiving and reviewing the returned product.
This is our standard processing target and does not replace any mandatory statutory refund deadline. Where the law requires a refund sooner, the applicable legal deadline takes priority. Your bank or payment provider may require additional time for the funds to appear.
9. Original Delivery Charges
Where statutory cancellation rights apply, we will reimburse the standard delivery charge paid for the original order as required by law. Any additional amount paid for a more expensive delivery option may be excluded where legally permitted.
10. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or different from the product you purchased, contact us with your order number and a description of the issue. We may ask for photographs or other relevant information to help assess the issue. Your statutory rights will not be affected.
11. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible. We will make reasonable efforts to stop the order. If it has already been dispatched, statutory cancellation rights may still apply.
12. Restocking Fees
We do not charge restocking fees for eligible returns. Any deduction from a refund will only be made where permitted by applicable law, including a lawful deduction for diminished value where relevant.
13. Your Consumer Rights
This policy does not affect your statutory rights under applicable UK consumer protection legislation, including rights relating to faulty goods, incorrect items, and online purchase cancellations.
14. Contact Us
For questions about returns, exchanges, cancellations, or refunds, contact us:
NovaTrend
73 Queen Street
Edinburgh, Scotland EH2 4NA
United Kingdom
Email: davidsterlingovi505@gmail.com
Telephone: +44 7456039190