Refund policy

Refund & Return Policy

Last updated: September 10, 2026

Thank you for shopping with nova-6. This Refund & Return Policy explains when and how you may return an item, who is responsible for return shipping costs, and how approved refunds are processed.

Nothing in this policy excludes, restricts, or limits any statutory rights you may have under applicable consumer protection law.

1. Return Window

You may request an eligible return within 14 calendar days from the date you receive your order.

You must contact us before the 14-day return period expires. After your return request has been approved, you must send the item back within the timeframe stated in our return instructions.

Return requests submitted after the 14-day period may not be accepted unless the item is damaged, defective, incorrect, misdescribed, or you are otherwise entitled to a remedy under applicable law.

2. Return Eligibility

To qualify for a return, an item must generally:

  • Be in the same condition in which it was received;
  • Be unused, unworn, unwashed, and unaltered;
  • Include all original packaging, labels, tags, seals, accessories, instructions, and documentation, where applicable;
  • Include proof of purchase or the applicable order number; and
  • Be returned in accordance with the authorization and instructions provided by our Customer Support team.

Eligible reasons for requesting a return include:

  • The item arrived damaged;
  • The item is defective or malfunctioning;
  • You received the wrong item;
  • The order is incomplete or parts are missing;
  • The item is materially different from its description; or
  • You changed your mind and the item meets all applicable return conditions.

You may inspect an item to the extent reasonably necessary to establish its nature, characteristics, and operation. Where permitted by law, we may reduce a refund if unnecessary handling has reduced the value of the item.

3. Non-Returnable Items

Subject to applicable law, the following products cannot normally be returned for change-of-mind reasons:

  • Personalized, custom-made, or made-to-order goods;
  • Sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been broken;
  • Opened, worn, tried-on, used, or unsealed underwear, lingerie, swimwear, bodysuits, shapewear, and socks;
  • Opened or unsealed cosmetics, fragrances, personal care products, and hygiene products;
  • Perishable products or goods that deteriorate rapidly;
  • Gift cards, where permitted by law; and
  • Final-sale or clearance products where the return restriction was clearly disclosed before purchase.

These exclusions do not remove your legal rights if an item is damaged, defective, incorrect, incomplete, or not as described.

4. Damaged, Defective or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If an item is damaged, defective, incorrect, incomplete, or materially not as described, please contact us promptly and provide:

  • Your order number;
  • The name of the affected item;
  • A clear description of the problem;
  • Photographs or video of the affected item, where possible; and
  • Photographs of the outer packaging and shipping label, where applicable.

Photographs and video help us assess and resolve the issue efficiently, but providing them does not remove any statutory rights you may have.

If the return is approved because the item is damaged, defective, incorrect, incomplete, or materially not as described, nova-6 will cover the reasonable return shipping cost. We may provide a prepaid return label or arrange courier collection.

Depending on the circumstances and your applicable legal rights, we may offer an appropriate remedy, such as a refund, replacement, or repair.

5. Change-of-Mind Returns

You may request a change-of-mind return within 14 calendar days of receiving your order, provided the item is eligible and satisfies the conditions set out in this policy.

For an approved change-of-mind return:

  • You are normally responsible for the return shipping cost;
  • We do not charge a restocking fee for eligible returns;
  • Original standard delivery charges will be refunded where required by applicable law;
  • Any amount paid for express or premium delivery above the cost of our least expensive standard delivery option may not be refundable; and
  • You remain responsible for the item until it reaches the authorized return destination.

We recommend using a tracked shipping service and retaining the postage receipt until your refund has been completed.

6. How to Request a Return

  1. Contact our Customer Support team at support@nova-6.shop or call +44 7585 103081.
  2. Provide your order number, the item you wish to return, the reason for the return, and photographs or video where applicable.
  3. Allow 1–3 business days for us to review your request.
  4. If the request is approved, we will provide return authorization, the authorized return address, and the applicable shipping instructions.

Do not send an item back before receiving return authorization and instructions from us. Sending a product to an unauthorized or incorrect location may delay the return and refund process.

Our business contact address is:

nova-6
35 Gladstone Park Gardens
London
NW2 6LA
United Kingdom

Please contact us before sending a return to this address. The authorized return destination may vary depending on the product and order.

7. Return Shipping Costs

  • Return caused by our error: nova-6 will cover reasonable return shipping costs for an approved return involving a damaged, defective, incorrect, incomplete, or misdescribed item.
  • Change-of-mind return: The customer is normally responsible for the return shipping cost, except where applicable law provides otherwise.
  • Unauthorized return: The customer may be responsible for reasonable costs caused by sending an item without following our return instructions, where permitted by law.
  • Cash-on-delivery return: We do not accept packages sent using a cash-on-delivery service unless agreed by us in writing beforehand.

8. Return Inspection

We will notify you after the returned item has reached the authorized return location and has been inspected.

Inspection normally takes 3–5 business days after the return is received. We will then confirm whether the return has been accepted and provide information about the refund or other applicable remedy.

If the return does not satisfy the applicable conditions, we will contact you and explain the reason. Any refund deduction or refusal will be made only where permitted by applicable law.

9. Refund Method and Timing

Approved refunds will normally be issued to the original payment method used at checkout.

After we process an approved refund, it will normally appear in your account within 7–14 business days. The exact timing depends on your bank, card issuer, or payment provider and may be outside our control.

We cannot normally issue a refund to a different card, bank account, or payment method unless required by law or expressly supported by the original payment provider.

If more than 14 business days have passed since we confirmed that your refund was processed, please contact us at support@nova-6.shop.

10. Original Shipping Charges

For eligible cancellations or returns, the least expensive standard outbound delivery charge will be refunded where required by applicable law.

Additional amounts paid for express, premium, or upgraded delivery may not be refundable beyond the cost of our least expensive standard delivery option.

Customs duties, import taxes, brokerage charges, and similar government or third-party fees will be refunded only where required by law or where the charge resulted directly from our error.

11. Partial or Reduced Refunds

Where permitted by law, we may reduce a refund if:

  • The item has been handled beyond what is reasonably necessary to inspect it;
  • The item has been used, worn, washed, altered, or damaged after delivery;
  • Parts, accessories, labels, packaging, or documentation are missing; or
  • The customer’s handling has reduced the value of the product.

We will explain any applicable deduction when notifying you about the outcome of the return.

12. Exchanges

We currently do not offer direct exchanges. If you require a different item, size, or colour, please return the original item if eligible and place a new order separately.

13. Order Cancellations

If you wish to cancel an order before dispatch, please contact us immediately. We will make reasonable efforts to stop the shipment, but cancellation cannot be guaranteed once an order has entered processing, has been packed, or has been dispatched.

If an order has already been dispatched, you may receive it and then request an eligible return in accordance with this policy.

14. Contact Us

If you have questions about a cancellation, return, or refund, please contact us:

Store name: nova-6
Email: support@nova-6.shop
Telephone: +44 7585 103081
Business address: 35 Gladstone Park Gardens, London, NW2 6LA, United Kingdom
Customer Support response time: Normally within 1–3 business days