Refund policy

Last updated: 20 August 2026

We want you to love what you buy from Novera. If something isn't right, this page explains exactly what you can do about it, how long you have, and what happens next. Nothing in this policy affects your statutory rights under UK consumer law.

1. At a glance

Situation	How long you have	What you get	Who pays return postage
Changed your mind (statutory right to cancel)	14 days from the day after delivery to tell us, then 14 days to send the item back	Full refund of the item price plus our standard outbound delivery charge	You
Changed your mind (our extended goodwill window)	30 days from the day after delivery	Full refund of the item price	You
Item is faulty, damaged, or not what you ordered	30 days to reject outright; longer for repair or replacement	Full refund including all delivery costs, or a replacement	Novera
Exchange for a different size or colour	30 days from the day after delivery	Replacement item, subject to stock	You

2. Your legal right to cancel (14 days)

Because you are buying from us at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a legal right to cancel your order without giving any reason.

The cancellation period

The cancellation period ends 14 days after the day on which you (or someone you nominate, other than the carrier) receive the goods.
If your order is delivered in more than one parcel on different days, the 14 days run from the day after you receive the last item.

How to cancel

To exercise the right to cancel you must tell us of your decision by a clear statement before the cancellation period expires. You can:

email us at support@noveraclothing.shop with your order number and the items you are cancelling; or
complete and return the model cancellation form at the bottom of this page (using it is optional); or
write to us at the address in section 10.

To meet the cancellation deadline it is enough for you to send your communication before the 14-day period has expired.

Sending the goods back

You must send the goods back to us without undue delay and in any event not later than 14 days from the day you tell us you are cancelling. The deadline is met if you dispatch the goods before that 14-day period has expired.

Your refund

We will refund all payments received from you, including the cost of our standard delivery. If you chose a delivery option more expensive than our standard service, we will refund the standard delivery cost only.
We will make the refund without undue delay and not later than 14 days after the day we receive the goods back, or the day you supply evidence that you have sent them back — whichever is earlier.
We will use the same means of payment you used for the original transaction unless you expressly agree otherwise. You will not incur any fee as a result of the refund.

Cost of returning goods and reduction in value

You will have to bear the direct cost of returning the goods to us.
You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. In practice this means you may try a garment on as you would in a shop, but you should not wear it out, wash it, alter it, or remove the tags.

3. Our extended 30-day returns promise

On top of your statutory rights, we voluntarily extend the change-of-mind window to 30 days from the day after delivery. Within that window we will refund the price you paid for any item returned to us in a resaleable condition.

To qualify for the extended window, items must be:

unworn, unwashed and unaltered;
free from make-up, deodorant, fake tan, perfume, pet hair and smoke;
returned with all original tags and any hygiene seal still attached; and
returned in their original packaging where practical.

Refunds under this extended window cover the item price. Original delivery charges are refunded only where the statutory 14-day cancellation right applies, or where the item was faulty, damaged or incorrect.

4. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not:

Within 30 days of delivery you have the short-term right to reject the goods and receive a full refund.
After 30 days you can ask us to repair or replace the item. If a repair or replacement is impossible, or does not fix the problem, you can then claim a price reduction or reject the goods.
If a fault appears within the first six months after delivery, it is assumed to have been there at the time of delivery unless we can show otherwise.
We bear all costs of returning faulty items, and all costs of repair or replacement.

Please email support@noveraclothing.shop with your order number and photographs of the issue, and we will arrange a prepaid return label or a replacement.

Fair wear and tear, damage caused by accident or misuse, and failure to follow the garment care instructions are not manufacturing faults.

5. Items we cannot accept back for change of mind

The statutory right to cancel does not apply to:

Goods sealed for health protection or hygiene reasons where the seal has been broken after delivery — this covers underwear, swimwear, hosiery and pierced jewellery supplied with a hygiene seal. If the seal is intact, you can still return the item.
Goods made to your specifications or clearly personalised — for example made-to-measure garments or items printed or embroidered with your own text.
Gift cards, which are non-refundable once issued.

None of these exclusions affect your rights if the item turns out to be faulty, damaged or not as described.

6. Sale items

Items bought in a sale or with a discount code carry exactly the same rights as full-price items. Refunds are made at the price you actually paid.

7. Exchanges

We are happy to exchange an item for a different size or colour within 30 days of delivery, subject to availability. Email support@noveraclothing.shop and we will reserve the replacement where we can. You pay to send the original item back; we pay to send the replacement out. If the size you want is unavailable, we will refund you instead.

8. How to return an item

Tell us. Email support@noveraclothing.shop with your order number, the items you are returning, and whether you want a refund or an exchange.
Wait for confirmation. We will reply with your return reference and the return address, usually within one working day.
Pack the items. Include a note with your order number and return reference so we can match your parcel to your order.
Send it. Use a tracked or signed-for service and keep your proof of postage. Until the parcel reaches us it remains your responsibility, and we cannot refund items that are lost in transit without proof of posting.
Get your refund. We inspect returns on arrival and process refunds within 14 days, usually much sooner. Your bank or card issuer may take a further 3–5 working days to show the money in your account.

9. Complaints

If you are unhappy with how we have handled a return, email support@noveraclothing.shop with "Complaint" in the subject line. We aim to acknowledge complaints within 2 working days and resolve them within 14 days. If we cannot resolve matters between us, you can seek free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. We do not currently subscribe to an alternative dispute resolution scheme.

10. Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You may also simply email us.

To: Novera Clothing Ltd, 12 Elm Road, Plymouth, PL4 7BA, United Kingdom — support@noveraclothing.shop

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Order number:

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.

11. Contact us

Novera Clothing Ltd
12 Elm Road, Plymouth, PL4 7BA, United Kingdom
Email: support@noveraclothing.shop
Registered in England and Wales, company number [[COMPANY NUMBER]]