NVOUS REFUND POLICY
Last updated: August 2026
At NVOUS, we want you to be happy with your order. If something isn’t right, please read our Refund Policy below to understand how refunds are handled.
ELIGIBILITY FOR REFUNDS
If you exercise your legal right to cancel an eligible online order, you may be entitled to a refund in accordance with applicable UK consumer law.
To help us process your return, items should be returned with reasonable care and, where possible, with their original packaging, labels and tags.
We may be entitled to make a deduction from a refund where the value of an item has been reduced as a result of handling beyond what would reasonably be necessary to establish the nature, characteristics and functioning of the item.
Nothing in this policy affects your statutory rights.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your order arrives faulty, damaged, defective or you receive an incorrect item, please contact NVOUS as soon as possible.
Please provide:
* Your full name
* Your order number
* A description of the issue
* Clear photographs showing the fault, damage or incorrect item where appropriate
We will review the issue and advise you of the next steps.
Your statutory rights in relation to faulty or misdescribed goods are not affected by this policy.
REFUND PROCESSING
Once a returned item has been received and checked, we will process any refund that is due.
Where required by law, refunds will be made within the applicable statutory timeframe.
Unless otherwise agreed, refunds will normally be made using the same payment method originally used to place the order.
Your bank or payment provider may require additional processing time before the funds appear in your account.
DELIVERY CHARGES
Where an eligible online order is cancelled in accordance with your statutory cancellation rights, any refund of the original delivery charge will be handled in accordance with UK consumer law.
Where you selected a more expensive delivery option than our standard delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.
SALE ITEMS
Purchasing an item in a sale does not remove your statutory rights.
Sale items remain subject to applicable UK consumer law, including rights relating to faulty, damaged or misdescribed goods and applicable online cancellation rights.
PROMOTIONAL CODES & DISCOUNTS
Where an order was purchased using a promotional code or discount, any refund will be based on the amount actually paid for the relevant item after the discount was applied.
Promotional discounts themselves have no cash value and will not normally be refunded separately.
CONTACT US
If you have any questions regarding a refund, please contact NVOUS through the contact details provided on our website.
Please include your order number wherever possible so that we can assist you more quickly.
NVOUS
This Refund Policy does not affect your statutory rights under UK consumer law.