Refund policy
Refund & Return Policy
At Noviloo, operated by AUREN LONDON LTD (Company Number: 17479614), customer satisfaction is important to us. We aim to provide a clear, fair, and straightforward return and refund process for our customers in the United Kingdom.
1. 30-Day Return Policy
We offer a 30-day return policy. You have 30 calendar days from the date you receive your order to request a return.
If you are not satisfied with your purchase, you may request a return without providing a reason, subject to the conditions outlined below.
Our 30-day return policy is offered in addition to your statutory consumer rights under UK law.
2. Return Eligibility
For returns made under our extended 30-day return policy, items must meet the following conditions:
- The item must be in its original condition, unworn or unused.
- Original tags must remain attached, where applicable.
- The item should be returned in its original packaging where reasonably possible.
- You must provide an order number, receipt, or other proof of purchase.
For returns made under your statutory cancellation rights, you may inspect and handle the goods as you would in a physical shop. A deduction from your refund may apply if handling beyond what is necessary has reduced the item's value.
These conditions do not affect your statutory rights regarding faulty, damaged, or incorrectly described products.
3. How to Request a Return
To initiate a return, please contact our customer support team:
Email: info@noviloo.com
Phone: +44 7456 059383
When contacting us, please provide your order number and the name of the item you wish to return.
Our customer support team will provide the applicable return instructions and return destination.
For returns under our extended 30-day policy, please send the item back within 14 days after receiving return instructions.
For statutory cancellations, you can exercise your right to cancel by notifying us through email or another clear statement within 14 days after delivery. You then have a further 14 days to return the goods.
Your statutory right to cancel does not depend on receiving prior return approval.
Please contact us to confirm the appropriate return shipping destination before sending your package, as the return destination may differ from our business contact address.
4. Return Shipping Costs
Change-of-mind returns: Customers are responsible for paying the direct return shipping costs when returning an item because they have changed their mind or no longer want the product.
Return shipping costs depend on the size and weight of the parcel and the delivery service selected. The shipping provider determines the applicable postage charge.
Damaged, defective, or incorrect items: Noviloo covers reasonable return shipping costs when an item is faulty, damaged upon arrival, or different from what was ordered.
For these situations, please contact our customer support team at info@noviloo.com for assistance with return arrangements.
No additional return handling fees are charged.
5. Restocking Fees
Noviloo does not charge any restocking fees.
Our restocking fee is £0 for all eligible returns.
6. Refunds and Processing Times
Once your returned item has been received, our team will review the return and notify you of its refund status.
For eligible returns under our extended 30-day return policy, we aim to process approved refunds within 7 calendar days after receiving the returned item.
For statutory cancellations, we will issue your refund within 14 days after receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier. Where applicable, refunds will be made sooner if required by law.
Refunds are issued to the original payment method used when placing the order, unless another method is expressly agreed upon.
Where required by UK consumer law, refunds also include the original standard delivery charge. Additional costs associated with express or upgraded delivery services are not refundable beyond the standard delivery amount.
Please note that your bank or payment provider may require additional processing time before the refunded amount appears in your account.
If you have any questions about a refund, please contact info@noviloo.com.
7. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If an item arrives damaged, defective, or different from what you ordered, contact our customer service team as soon as reasonably possible.
Email: info@noviloo.com
Phone: +44 7456 059383
When reporting a problem, please provide your order number and a description of the issue. Where appropriate, we may request photographs or additional information to help resolve the matter.
Depending on the circumstances and your statutory consumer rights, we will arrange an appropriate remedy, which may include a refund, replacement, or repair.
Customers will not be responsible for reasonable return shipping costs when returning faulty, damaged, or incorrectly supplied goods.
8. UK Consumer Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible goods online generally have the right to cancel their purchase within 14 days after receiving the goods, without giving a reason.
After notifying us of cancellation, customers have a further 14 days to return the goods.
Certain products may be excluded from the statutory cancellation right, including specific personalised goods and certain sealed products that are unsuitable for return for health or hygiene reasons once unsealed, where the applicable legal requirements are met.
Customers also have rights under the Consumer Rights Act 2015 when products are faulty, not as described, or not of satisfactory quality.
Our extended 30-day return policy does not replace or limit these statutory rights.
9. Contact Information
If you have any questions regarding our return and refund policy, need help with an existing order, or would like to request a return, please contact our customer service team using the information below.
Store Name: Noviloo
Company Name: AUREN LONDON LTD
Company Number: 17479614
Physical Address: 104 Heathfield Rd, Handsworth, Birmingham B19 1HJ, United Kingdom
Phone: +44 7456 059383
Email: info@noviloo.com
Customer Service Hours: Monday–Friday, 09:00–18:00 (London Time)
Our customer support team is available during the hours listed above to assist with returns, refunds, and general order enquiries.