Our policy lasts 14 days. If more than 14 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

For certain products, if it is explicitly mentioned “30 days satisfaction or refund”, this condition overrides the legal 14-day period.

Eligibility for Returns

To be eligible for a return:

• Your item must be unused and in the same condition that you received it.
• It must also be in the original packaging.
• A receipt or proof of purchase is required.

⚠️ Please do not send your purchase back to the manufacturer.

In certain cases (e.g. stock shortages), a written confirmation by email or social media from us may serve as a valid override of the legal return deadline.

If an exchange is scheduled, the 14-day period begins upon receipt of the replacement product. The waiting time for delivery of the replacement item is not counted in these 14 days.

Refunds (if applicable)

Once your return is received and inspected, you will receive an email notifying you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a few business days.

Delayed or Missing Refunds (if applicable)

If you have not received your refund yet:

1. Check your bank account again.
2. Contact your credit card company (it may take some time before your refund is officially posted).
3. Contact your bank (processing times may vary).

If you have done all of this and still have not received your refund, please contact us at support@novasance.com.

Sale or Promotional Items

Only regular-priced items may be refunded. Unfortunately, sale or promotional items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.

If you need to exchange it for the same item, please send us an email at support@novasance.com and we will provide you with the return address and instructions.

Gifts

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
• If the item was not marked as a gift, or if the gift giver had the order shipped to themselves and later gave it to you, the refund will be sent to the gift giver.

Shipping

To return your product, please mail it to the return address provided by our support team.

• You will be responsible for paying your own shipping costs for returning your item.
• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item valued over £40, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.