Refund  Policy

Last updated: 9 September 2026

This policy explains your cancellation and return rights when you buy from nova-0. It applies to orders placed through nova-0.shop and does not limit any rights you have under UK consumer law.

1  Your right to cancel

If you are a consumer in the United Kingdom, you may cancel most online orders within 14 days after the day you receive the goods, without giving a reason. If an order contains goods delivered on different days, the cancellation period runs from the day after you receive the final item.

To cancel, email support@nova-0.shop before the cancellation period expires. Include your name, order number and a clear statement that you wish to cancel. You may use the model cancellation form below, but you do not have to.

2  Returning a cancelled order

After telling us that you wish to cancel, you must send the goods back within 14 days. We will provide return instructions and the correct return address. Please do not send a return without contacting us first.

Change-of-mind goods must be unused, unopened where applicable, and returned with their original packaging, labels and accessories. You may inspect goods as you would in a shop, but we may reduce the refund if handling beyond what is necessary causes a loss in value.

You are responsible for the direct cost of returning a change-of-mind order. We recommend using a tracked service and keeping proof of postage. We pay reasonable return costs when goods are faulty, damaged, incorrect or materially not as described.

3  Items that cannot be returned for change of mind

The statutory right to cancel may not apply to goods that are made to your specifications or clearly personalised; goods that are liable to deteriorate or expire rapidly; sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and digital content after supply begins with your express consent and acknowledgement that the cancellation right will be lost.

For sealed food, drink, personal care or hygiene products, do not open the seal if you may wish to return the item. These exclusions do not remove your rights where goods are faulty, damaged, incorrect or not as described.

4  Faulty damaged incorrect or misdescribed goods

Please inspect your order promptly. Contact us as soon as possible if an item is faulty, damaged in transit, incorrect or materially different from its description. Include your order number and, where useful, clear photographs of the item and packaging.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances and the time since delivery, you may be entitled to a repair, replacement, price reduction or refund. The statutory short-term right to reject faulty goods is normally 30 days from delivery, subject to the Act.

5  Refunds

For a valid cancellation, we will refund the amount paid for the returned goods and the cost of our least expensive standard delivery option. Additional delivery costs chosen by you, such as express delivery above the standard rate, are not refundable unless the goods were faulty or we made an error.

We will issue the refund to the original payment method without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever occurs first. For orders cancelled before dispatch, we will refund within 14 days after being informed of the cancellation.

Your bank or payment provider may require additional time to display the refund. We will not charge a refund administration fee.

6  Exchanges and order changes

We do not guarantee direct exchanges. If you need another item, contact us before returning the original order. If an order has not been dispatched, we will try to accommodate a cancellation or address correction, but we cannot guarantee changes after processing begins.

7  Model cancellation form

To: nova-0, 231 High Street, Arlesey, SG15 6SZ, United Kingdom; support@nova-0.shop. I hereby give notice that I cancel my contract of sale for the following goods: [insert goods]. Ordered on or received on: [insert date]. Customer name: [insert name]. Customer address: [insert address]. Signature, only if submitted on paper: [signature]. Date: [date].

8  Contact

Email: support@nova-0.shop
Telephone: +44 7636 201994
Postal address: 231 High Street, Arlesey, SG15 6SZ, United Kingdom
We aim to respond to customer service enquiries within 1 to 3 business days.