Refund policy




1.1    In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website or by email

1.2    This policy shall not create legally enforceable rights and obligations; rather, our usual practice in relation to the delivery of products is indicated in this policy.


2.1    All orders will be subject to delivery charges as detailed in Section 5.


3.1    We ship worldwide.


4.1    The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a)    Orders in the UK are shipped with Royal Mail standard tracked delivery and typically arrive in 7 business days but can take up to 28 days. Orders in the US are shipped with UPS or USPS standard tracked delivery and typically arrive in 14 business days but can take up to 28 days. Orders in Europe are shipped with DHL and typically arrive in 7-14 business days but can take up to 28 days. International orders are shipped with DHL and can take up to 28 days.

4.2    If you place your order by 4pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 4pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3    The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4    We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.


5.1    Delivery charges will be calculated by our website and automatically applied to your order during the checkout process.

5.2    Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

5.3    Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country- you may want to contact your local customs office for further information.


6.1    Delivery tracking is available in respect of all orders for our products.

6.2    To track your delivery, enter the tracking number (which is provided in your shipping confirmation email) into our delivery service provider's website.


7.1    If your products remain undelivered despite our delivery service provider making an attempt to deliver them, the delivery service provider will usually leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.


8.1    If you experience any problems with a delivery, please contact us at

8.2    If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products or you may collect your products at the nearest local post office; however, we reserve the right to charge you for the actual costs of re-delivery.

8.3    An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a)    you provided the wrong address for delivery;

(b)    there is a mistake in the address for delivery that was provided;

(c)    the address for delivery is not reasonably accessible;

(d)    the address for delivery cannot safely be accessed;




1.1    We understand that from time to time you may wish to return a product to us.

1.2    We have created this policy to enable you to return products to us in appropriate circumstances.

1.3    This policy shall apply to all of our customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our website.

1.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).


2.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)    we receive the returned product within 30 days following the date of dispatch of the product to you.

(b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product.


3.1    In order to take advantage of your rights under this policy, you must contact us at and then send the product back to us.

3.2    You will be responsible for paying postage costs associated with returns under this policy.


4.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

4.2    We will not refund to you the original delivery charges relating to the returned product.

4.3    We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

4.4    We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive the returned product.


5.1    If you return a product in contravention of this policy and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product; and

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product;


6.1.   We offer a twelve-month limited warranty that covers defects in materials and workmanship in NOVAMIER’s manufactured Products.  NOVAMIER Limited does not warranty and is not responsible for damages caused by misuse, abuse, accidents, neglect, laundering, natural breakdown of materials over time, or problems that may be reasonably expected with normal use. If the defective product is not repairable and an identical product is not available, we will replace it with a functionally equivalent new product. A proof of purchase may be in the form of an order confirmation, with the model of the product and the date of purchase stated.

6.2    To apply for your warranty or for customer service inquiries, please use our online support forum at Contacts or e-mail

        After your claim is approved you will be asked to send the product directly to us.


7.1    This website is owned and operated by NOVAMIER Limited.

7.2    We are registered in England and Wales under registration number 13198965, and our registered office is at Coch House - Bellevue Road, N11 3NY, London, United Kingdom.

7.3    You can contact us:

(a)    Preferable by email, using

(b)    using our website contact form;

(c)    by post, using the postal address given above.