Terms of service
Terms of Service
Last updated: October 15, 2026
Welcome to Noviloo. This website, accessible at https://noviloo.com, is operated by AUREN LONDON LTD (Company Number: 17479614).
Throughout this website, the terms "we", "us", "our", and "Noviloo" refer to Noviloo, a brand owned and operated by AUREN LONDON LTD.
We provide this website and its associated products, information, and services to customers, including those located in the United Kingdom, subject to the following Terms of Service.
By accessing our website or placing an order, you agree to these Terms of Service and our applicable store policies. Please read them carefully before using our website.
Nothing in these Terms of Service affects or limits your statutory consumer rights under applicable UK law.
1. Online Store Terms
By using our website, you agree to use it only for lawful purposes and in accordance with these Terms of Service.
If you are under 18, you should have permission from a parent or legal guardian before making a purchase.
You agree not to:
- Use our website for unlawful or fraudulent purposes.
- Provide false or misleading information when placing an order.
- Attempt to interfere with the security or operation of our website.
- Introduce malicious software, viruses, or harmful code.
- Use our website in a way that violates applicable laws or the rights of others.
We may restrict access to our website where reasonably necessary to prevent unlawful activity, fraud, or security threats.
2. Products and Product Information
Noviloo offers products for purchase through our online store.
We aim to provide clear and accurate product information, including descriptions, images, prices, and available options.
Product specifications, sizes, colours, and other relevant details are displayed on individual product pages where applicable.
We make reasonable efforts to display product images and colours accurately. However, colours may appear slightly different depending on your device or screen settings.
Product availability may change. If an item becomes unavailable after an order has been placed, we will contact you to explain the situation and offer an appropriate solution, including a refund where applicable.
All products are subject to the applicable consumer protections provided by UK law, including the requirement that goods are as described, of satisfactory quality, and fit for purpose where applicable.
3. Pricing and Payments
Product prices are displayed on our website in British Pounds Sterling (GBP) for customers shopping in the United Kingdom.
Prices include applicable taxes where required by law. Any additional delivery charges will be clearly presented before the customer completes the purchase.
We aim to keep product prices accurate and up to date.
We may update prices for future purchases without prior notice. Any price changes will not affect orders that have already been accepted by us.
Payment must be completed using one of the payment methods available at checkout.
Payment information is processed through the applicable payment service providers supporting our checkout.
We do not add undisclosed charges after an order is placed.
4. Orders and Order Confirmation
When you place an order through our website, you agree to provide accurate and complete information, including your name, delivery address, email address, and contact details.
After submitting an order, you will receive an order confirmation using the email address provided at checkout.
We reserve the right to decline or cancel an order for legitimate reasons, including:
- Product unavailability.
- Payment authorisation failure.
- Suspected fraudulent activity.
- Significant errors in product information or pricing.
- Inability to fulfil the order due to circumstances beyond our reasonable control.
If we cannot fulfil an order that has already been paid for, we will notify you and arrange an appropriate refund without undue delay.
If you notice an error in your order details, please contact us promptly at info@noviloo.com or call +44 7456 059383.
5. Shipping and Delivery
We provide delivery information to customers before they complete their purchase.
Shipping charges, available delivery options, and estimated delivery times are described in our Shipping Policy and, where applicable, during checkout.
Delivery estimates may vary depending on the product, delivery destination, and other circumstances affecting fulfilment.
We will make reasonable efforts to deliver orders within the communicated timeframe.
Under applicable UK consumer law, goods must generally be delivered within 30 days unless a different delivery period has been agreed with the customer.
If a delivery is delayed or cannot be completed, please contact our customer service team for assistance.
Your statutory rights concerning late delivery, missing goods, and order cancellation remain unaffected.
6. Returns, Refunds and Cancellations
Customer satisfaction is important to Noviloo. We provide a 30-day return policy for eligible purchases.
Customers have 30 calendar days after receiving their order to request a return under our extended returns policy.
For eligible change-of-mind returns, customers are responsible for the direct cost of return postage.
Noviloo does not charge restocking fees. The restocking fee is £0.
For approved returns under our extended policy, we aim to process refunds within 7 calendar days after receiving the returned item.
Customers purchasing eligible goods online also generally have the statutory right to cancel within 14 days after receiving their order, without providing a reason, followed by a further 14 days to return the goods.
Statutory cancellation refunds are processed within the deadlines required by applicable law.
If you receive an incorrect, damaged, or defective product, please contact us so we can arrange an appropriate remedy in accordance with your legal rights.
For full details about return eligibility, procedures, shipping responsibilities, refund methods, and cancellation rights, please review our Refund & Return Policy.
Nothing in these Terms of Service limits your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
7. Customer Accounts and Information
If you create an account or place an order through our website, you are responsible for providing accurate and up-to-date information.
You should keep your account credentials confidential and contact us if you suspect unauthorised use of your account.
We process personal information for purposes such as fulfilling orders, providing customer support, maintaining website security, and meeting applicable legal obligations.
For more information about how we collect, use, share, and protect personal information, please review our Privacy Policy.
8. Intellectual Property
The content created for and owned by Noviloo, including original text, website design elements, and other proprietary materials, is protected by applicable intellectual property laws.
Third-party brand names, trademarks, logos, and product imagery remain the property of their respective owners.
Unless otherwise permitted by law or authorised by the relevant rights holder, you may not reproduce, distribute, or commercially exploit protected website content without permission.
Nothing in these Terms implies ownership by Noviloo of third-party intellectual property.
9. Third-Party Services and Links
Our website may include links to third-party websites or use services provided by independent companies, including payment processors and delivery providers.
These services may be subject to their own terms, conditions, and privacy policies.
We encourage customers to review the policies of third-party services where relevant.
We are not responsible for the independent content or privacy practices of external websites that we do not control.
However, nothing in this section removes or limits our legal responsibilities to customers in connection with products purchased from Noviloo.
10. Website Availability and Errors
We make reasonable efforts to maintain the accuracy, availability, and security of our website.
Occasionally, our website may contain technical errors, typographical mistakes, or information that requires updating.
We may correct errors, update information, and perform maintenance when reasonably necessary.
We may temporarily restrict access to certain website functions for security, maintenance, or operational reasons.
Any corrections or changes will be made in accordance with applicable law and will not remove customers' statutory rights.
11. Limitation of Liability
Nothing in these Terms of Service excludes or limits any liability that cannot legally be excluded or restricted under applicable law.
In particular, nothing in these Terms limits or excludes:
- Your statutory rights under the Consumer Rights Act 2015.
- Liability for death or personal injury caused by negligence.
- Liability for fraud or fraudulent misrepresentation.
- Any other liability that cannot lawfully be excluded or limited.
We remain responsible for meeting our legal obligations relating to the products and services we provide.
12. Changes to Products, Services and Terms
We may occasionally update our website, product range, services, or Terms of Service to reflect operational, technical, or legal changes.
The latest version of these Terms of Service will be available on this page.
Changes to these Terms will apply prospectively and will not retrospectively remove rights or protections that customers have already acquired under an existing contract.
Where changes materially affect an existing contractual relationship, we will provide appropriate notice and comply with applicable legal requirements.
13. Governing Law
These Terms of Service are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in your country or region of residence.
Nothing in these Terms prevents consumers from exercising rights or remedies available under applicable consumer protection legislation or from bringing proceedings in a court that has jurisdiction under applicable law.
We encourage customers to contact our customer service team first so that we can attempt to resolve any concerns promptly and fairly.
14. Contact Information
If you have questions about these Terms of Service, your order, our products, or any aspect of shopping with Noviloo, please contact our customer support team.
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
Website: https://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 enquiries, orders, returns, refunds, and other customer service matters.