Refund Policy

Last updated 3 March 2026

We want you to have enough time to use your product and decide whether it's right for you. This policy explains our 45-day trial guarantee, how to cancel an order, and the options available if you're not satisfied or change your mind.

It applies in addition to the mandatory consumer rights you have in your country and does not replace them.

1. 45-day trial guarantee

You have 45 calendar days from the delivery date of your order to use the product under normal conditions and, if you are not satisfied, to request one of the partial refund options set out below.

The product may be opened and used during the trial period, so you can genuinely test it before deciding. It must not have been intentionally damaged, modified, disassembled, misused, or used contrary to the instructions provided.

To use this guarantee:

• Make your request within 45 days of confirmed delivery;
• The order must have been placed directly on our official website;
• Provide your order number and the email address used at the time of purchase;
• The product must have been used only under normal and reasonable conditions;
• The product must not have been intentionally damaged, modified, disassembled, or misused.

The 45-day period starts on the date the carrier's tracking shows your order as delivered.

2. Refund options after delivery

If you are not satisfied after receiving and trying the product, you may choose one of the following during the 45-day trial period.

Both options are partial rather than full refunds. The deduction reflects:

• The loss of value of a product that has been opened and used;
• The fact that it can no longer be sold as new;
• The cost of receiving, checking and processing a return;
• The logistics and administrative costs already incurred on the original order.

Option 1 — Return the product for a 70% refund

You may return the product to the return address provided by our customer service team. The following conditions apply:

• The return must be approved in advance by our customer service team;
• Wait until you receive the return address and instructions before shipping the product;
• Return shipping costs are at your expense;
• We strongly recommend using a tracked shipping service;
• You remain responsible for the parcel until it is delivered to the return address provided;
• All products, accessories, packaging and free items included in the order must be returned;
• Unauthorised returns, or returns sent to an address other than the one provided, may be refused.

Once we have received and inspected the returned parcel, we refund 70% of the amount paid for the product concerned. The refund is processed within 3 to 4 weeks from receipt of the parcel at the address provided.

Original shipping costs and return shipping costs are non-refundable, except where required by applicable law.

Option 2 — Keep the product for a 60% refund

You may choose a refund of 60% of the amount paid for the product concerned without returning it. In this case:

• You keep the product;
• No return is required;
• The refund is issued to the payment method used for the order;
• Once this option is accepted and processed, you may no longer request the 70% refund with return for the same product;
• This option constitutes the final settlement of your request for that product.

The refund is initiated within 5 business days of your written confirmation. Your bank, card issuer or payment provider may then need additional time before the amount appears in your account.

3. Cancelling before shipping

If you change your mind before your order has shipped, contact our customer service team as soon as possible to request a cancellation.

Where cancellation is still possible, the order is refunded after deduction of a £10 order processing fee (or CA$18), or the equivalent in the currency used at the time of purchase. This fee covers administrative processing, verification, preparation and management of the cancellation.

Orders that have already been prepared, transmitted to our fulfilment centre or handed to the carrier may no longer be cancellable. In that case, please wait until you receive your order; your request will then be handled under the change-of-mind terms below.

The £10 / CA$18 processing fee is only applied where permitted by applicable law.

4. Changing your mind after delivery

If you change your mind after receiving or trying the product, you may choose one of the following during the 45-day trial period:

• A 70% refund after returning the product, with return shipping at your expense;
• A 60% refund without returning the product, keeping your purchase.

Requests made more than 45 days after the confirmed delivery date are not eligible under our commercial trial guarantee.

5. Sale and promotional items

Products purchased during a promotion, with a discount, on sale, in a clearance event, or as part of a special offer are not refundable under our 45-day trial guarantee or our change-of-mind terms. This applies in particular to:

• Products displayed at a reduced price;
• Products purchased using a promotional code;
• Private sales;
• Clearance offers;
• Items marked as final sale;
• Bundled or promotional offers;
• Free or gifted products included with an order.

This exclusion does not limit your mandatory rights under applicable law, in particular where the product is defective, damaged, incorrect or not as described. Gift cards and downloadable digital products are also non-refundable, except where required by applicable law.

6. Damaged, defective or incorrect products

The 60% and 70% options cover dissatisfaction and change of mind. They do not limit your rights where the product is delivered damaged, defective, significantly different from its description, different from what you ordered, or incomplete on delivery.

If any of these apply, contact our customer service team as soon as possible with:

• Your order number;
• A precise description of the issue;
• Clear photographs or videos showing the defect, damage or error;
• A photograph of the packaging and shipping label if requested.

We will review your request and propose an appropriate solution based on the situation and applicable law: a replacement, shipment of a missing product or accessory, a repair where possible, or a price reduction.

Please do not return a damaged, defective or incorrect product before receiving instructions from our customer service team. Sending a replacement may be offered as the first solution where permitted by applicable law.

7. Marked as delivered but not received

If the carrier marks a parcel as delivered but you have not received it, please:

• Check your letterbox and the area around your home;
• Check with members of your household;
• Check with your neighbours;
• Check with the building caretaker, reception desk or any pick-up point;
• Contact the carrier directly;
• Provide any information or statement needed to open an investigation.

We may ask you for written confirmation, a statement of non-receipt, or other supporting documents in order to open an investigation with the carrier. No refund is granted automatically until that investigation has been reviewed.

8. Parcel returned to sender

Where a parcel is returned to sender because of an incorrect or incomplete address, a refusal of delivery, failure to collect the parcel, failure to cooperate with the carrier, or an error in the information you provided, any reshipping costs may be charged to you.

Original shipping costs may also be deducted from the refund where permitted by applicable law.

9. Orders refused at delivery

Refusing a parcel from the carrier is not automatically a cancellation or an authorised return. Please contact our customer service team before refusing or returning an order.

Parcels refused without authorisation may be subject to additional charges covering the shipping, return, processing and handling costs incurred.

10. Unauthorised returns

Any product returned without contacting our customer service team first may be refused. We cannot guarantee the processing of parcels:

• Sent without a tracking number;
• Sent to the wrong address;
• Sent to the address shown on the original packaging;
• Sent without an order number;
• Sent without prior authorisation;
• Lost or damaged during return transit.

The address on the original parcel is not necessarily our return address. Please use the return address provided by our customer service team.

11. Condition of returned products

The product may have been opened and used as part of the 45-day trial. However, we may refuse or reduce the refund where the product:

• Has been intentionally damaged;
• Has been modified or disassembled;
• Has been used excessively or inappropriately;
• Shows damage caused by misuse;
• Is returned incomplete;
• No longer contains the accessories or items originally supplied;
• Has been used contrary to the manufacturer's instructions.

Normal and reasonable use during the trial period does not, on its own, make a product ineligible.

12. Bundles and free items

Where an order includes several products, a promotional bundle or a free item, all items concerned must be returned to receive the corresponding refund. Where a free product is not returned, its commercial value may be deducted from the refund where permitted by applicable law.

Refunds are calculated on the amount actually paid, after any reductions, promotional codes or discounts.

13. How to make a request

To request a cancellation, return or refund, email contact.support@getnoova.com and include:

• Your full name;
• Your order number;
• The email address used at the time of purchase;
• The delivery date of the order;
• The refund option you would like;
• A brief explanation of your request;
• Photographs or videos if you are reporting a damaged, defective or incorrect product.

For a simple change of mind, providing a reason is optional where applicable law allows you to cancel without justification. If you choose the 70% option, our customer service team will send you the instructions and the return address.

14. Refund processing

Approved refunds are issued to the payment method used for the order.

• 60% without return: initiated within 5 business days of your written confirmation.
• 70% with return: processed within 3 to 4 weeks from receipt of the returned parcel.

The returned product may be inspected before the refund is approved. Once we have issued a refund, your bank, card issuer or payment provider may need additional time before the amount appears in your account. We are not responsible for processing times imposed by banks or payment providers.

15. Late or missing refunds

If you have not received your refund after the timeframe above, please:

1. Check your bank account again;
2. Contact your card issuer;
3. Contact your bank or payment provider;
4. Check whether the transaction appears under a different date or description.

If you still cannot find it, email contact.support@getnoova.com.

16. Your legal rights

Our 45-day trial guarantee is a voluntary commercial guarantee. It does not remove, limit or replace any mandatory rights you have under the applicable law of your country.

Where applicable law provides for a right of withdrawal, a full refund, a replacement, a repair or any other mandatory remedy for a defective or non-conforming product, those legal rights take precedence over any contrary provision of this policy.

The 3 to 4 week timeframe applies only to the commercial 70% refund option. It does not apply where a shorter timeframe is required by applicable law.

17. Changes to this policy

We may modify or update this refund policy. Unless otherwise required by law, the version that applies to an order is the one published on our website at the time of purchase.

18. Contact