Return & Refund Policy

Last updated: 8 August 2026

At Novery, we want you to feel confident when shopping with us. In addition to your statutory consumer rights, eligible purchases are covered by our 90-Day Guarantee.

Please read this policy carefully before requesting a return, exchange or refund.

1. 90-Day Guarantee

Eligible products purchased from Novery are covered by our 90-Day Guarantee.

You may contact us within 90 days of receiving your order if you are not satisfied with your purchase.

To request a return under our 90-Day Guarantee, please contact us at contact@novery.store with your order number and details of your request.

Our 90-Day Guarantee is provided in addition to your statutory rights and does not limit or replace any rights available to you under applicable UK consumer law.

2. Return Eligibility

To qualify for a return under our voluntary 90-Day Guarantee, unless the item is faulty or your statutory rights provide otherwise:

• The return request must be made within 90 days of receiving the product.

• The product should be returned in a reasonable condition.

• Where possible, the product should include its original packaging, accessories and components.

• You must provide proof of purchase or your order number.

We reserve the right to assess returned products before approving a refund under our voluntary guarantee.

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

3. How to Request a Return

To begin a return, contact:

contact@novery.store

Please include:

• Your full name

• Order number

• Product you wish to return

• Reason for the return

Our customer support team will review your request and provide the appropriate return instructions.

Please do not send a product back without first contacting us and receiving return instructions.

4. Change of Mind and Cancellation Rights

If you are a UK consumer purchasing online, you may have a statutory right to cancel your order within 14 days of receiving the goods, subject to applicable exceptions.

After notifying us of an eligible cancellation, you will generally have a further 14 days to return the goods.

Where applicable, refunds will be handled in accordance with UK consumer law.

Our voluntary 90-Day Guarantee provides additional protection beyond this statutory cancellation period but may be subject to the eligibility conditions described in this policy.

5. Wrong Size or Fit

We strongly recommend checking the size guide provided on the product page before ordering clothing.

If you receive the size you ordered but it does not fit as expected, please contact us at contact@novery.store. We will provide information about the return or exchange options available to you.

If we sent you a different size from the one you ordered, please contact us and we will work to resolve the issue.

6. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If an item is faulty, damaged or different from what you ordered, contact us as soon as reasonably possible at contact@novery.store.

Please provide your order number and, where appropriate, photographs that help us understand the issue.

We will assess the situation and provide an appropriate remedy in accordance with applicable UK consumer law, which may include a replacement, repair or refund depending on the circumstances.

Your statutory rights regarding faulty or misdescribed goods are not affected by this policy.

7. Return Shipping

If you are returning an item because you changed your mind or under our voluntary 90-Day Guarantee, you may be responsible for return shipping costs where permitted by law and where this was communicated as required.

If the product is faulty, damaged, incorrect or otherwise qualifies for seller-paid return costs under applicable law, Novery will handle reasonable return costs as required.

Please contact us before returning any product so that we can provide the correct return instructions.

8. Refunds

Once your return has been received and assessed, we will notify you regarding the status of your refund.

If approved, the refund will be issued to your original payment method.

Please note that your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

Where a statutory refund applies, we will process it within the timeframe required by applicable UK law.

9. Original Delivery Charges

Because Novery currently offers free standard UK shipping, there is normally no standard outbound delivery charge to refund.

If optional premium or expedited delivery services are offered in the future, any refund of delivery charges will be handled in accordance with applicable UK consumer law.

10. Exchanges

If you would like a different size, colour or eligible replacement product, please contact us at contact@novery.store.

Availability cannot be guaranteed.

Our customer support team will advise you on the available options based on your order and the circumstances of your request.

11. Bundles and Promotional Offers

Products purchased as part of a bundle, multi-buy promotion or "Buy X, Get X" offer may need to be returned together to qualify for a full voluntary promotional refund, subject to applicable statutory rights.

If only part of an eligible promotional order is returned, the refund may be recalculated based on the promotional terms and the products retained.

We will explain any applicable calculation before processing the refund.

12. Exceptions

Certain products may be excluded from our voluntary 90-Day Guarantee where appropriate for hygiene, personalisation or other legitimate reasons, provided any exclusion is clearly disclosed before purchase and permitted by law.

These voluntary exclusions do not remove statutory rights that apply to faulty, damaged or misdescribed goods.

13. Your Statutory Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights you have under applicable UK consumer law.

Our 90-Day Guarantee is an additional commercial guarantee designed to give you extra confidence when shopping with Novery.

14. Contact Us

If you have questions about a return, exchange or refund, please contact us:

Novery
90 Paul Street
London, EC2A 4NE
United Kingdom

Email: contact@novery.store
Telephone: +44 20 7946 0551