Returns + Exchanges

We're happy to exchange or refund products that are returned to us in perfect condition within 30 days with tags and protective wrapping attached. To arrange your return in the UK please click here. 

UK returns are free and can be booked using our returns service. As we must receive the bag by the 30 day limit, please book your return in sufficient time and take into account that our free returns service takes 4-5 working days to reach us. 

All returns must be sent together with the delivery note, original packaging and with tags still attached. Items must reach us in perfect, saleable condition to be eligible for a refund. 

Items that are returned and show clear proof of use, soiling and damage will be rejected and the customer is liable for the fee to return the item back to them. 

UK RETURNS 

We currently offer simple free returns from the UK Mainland via Collect+ Yodel. 

1. Book a return using our returns service - to start click here to advise us you would like to return your item.

2. Once we have approved your return, we will email you a returns label (this is valid for 14 days only so be sure to use it within this time. Upon expiration, if you still wish to return the goods, you will be liable for the postage cost).

3. Print off your returns label.  

4. Package your bag in the original box it came in with tags attached, ensuring its not squashed or packed poorly (damaged/unsaleable goods are not eligible for a refund)

5. Stick the Collect+ label to the outside of the original box. 

6. Drop off your parcel at your nearest Collect+/Yodel store - find your nearest store here. 

IMPORTANT RETURNS INFORMATION

All items must be safely and suitably packaged to avoid damage whilst in transit. We will accept no liability for items being damaged before they are delivered to us. Please note that returns sent wrapped in paper or plastic bags or courier bags may not be accepted as they can get squashed and damaged in transit making them unfit for resale. 

Refunds will be made to the credit or debit card used to purchase the item(s) in accordance with these terms and conditions. The time it takes to process your refund will depend on your bank/card issuer, from which the purchase was made. 

If you return an item to us because of a manufacturing fault, we will reimburse you the postage paid, both at the time of purchasing and returning the item to us. (this does not affect your statutory rights). 

If you are returning an item because it is unsuitable/unwanted, we only refund the cost of the returned item; you will be liable for the postage paid if applicable, when purchasing the item. If you have placed your order for international delivery, you will be liable for the shipping paid when both purchasing and returning the item to us. 

Once you have placed your order, the title of goods passes to you and therefore you are liable for your order and you must first accept delivery to be able to return, cancel or amend your order. We're happy to make any amends to your order once you have successfully taken delivery of your parcel. We do not, however, accept any liability for packages that are not accepted by you at the point of delivery. We will be unable to refund items that you do not accept delivery for and you will be liable for the cost of the item delivered as well as any costs incurred in this item being returned to us. Please liaise with the delivery service provider directly should you wish to arrange re delivery or amend a delivery date / option. 

 

Faulty Goods

If you receive an item that is faulty upon delivery, please contact us as soon as you receive your delivery, repackage the item unused, back into its packaging and we will arrange for collection of the item and process a full refund or send a replacement at your request. 

If your item develops a fault after initial use, please contact us by email at info@novaandkoa.com and send a photo of the fault area for our reference together with your order number.  We may require the item to be returned to us for testing and we will provide a returns label or arrange courier collection at a time convenient to you. 

Please note that, in accordance with our terms and conditions, we do not offer exchanges or refunds for items that have been damaged due to lack of care, scratching, scuffing or mishandling.

 

 

YOUR RIGHT TO CANCEL

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. Order cancellations must be made in writing to Customer Services at info@novaandkoa.com and advise us of your intention to cancel. Please quote your order number. In this case, we will provide a full refund of the cost of the item, but you must return the cancelled items to us at your cost. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.