Refund policy

Refund & Return Policy

Last updated: September 11, 2026

Thank you for shopping with nova-6. This policy explains when you may request a return, how returns are handled, and when refunds are issued.

Nothing in this policy limits any statutory consumer rights that cannot legally be excluded.

1. Return Period

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 request is approved, the item must be returned within the period stated in our return instructions.

2. Eligible Returns

We may accept returns where:

  • The item arrived damaged;
  • The item is defective or malfunctioning;
  • You received the wrong item;
  • Parts or accessories are missing;
  • The item is materially different from its description; or
  • You changed your mind and the item meets the conditions in this policy.

Returned items should generally be:

  • Unused, unworn, unwashed, and unaltered;
  • In the same condition as when received;
  • Returned with original packaging, labels, tags, seals, accessories, and documentation, where applicable; and
  • Accompanied by your order number or proof of purchase.

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 products;
  • Sealed products unsuitable for return for hygiene or health reasons once unsealed;
  • Opened, worn, used, or unsealed underwear, lingerie, swimwear, bodysuits, shapewear, and socks;
  • Opened or unsealed cosmetics, fragrances, and personal care products;
  • Perishable products;
  • Gift cards, where permitted by law; and
  • Final-sale or clearance products where the restriction was clearly shown before purchase.

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

4. Damaged, Defective, Incorrect, or Misdescribed Items

Please inspect your order as soon as reasonably possible after delivery. If there is a problem, contact us and provide:

  • Your order number;
  • The name of the affected item;
  • A clear description of the problem; and
  • Photographs or video, where reasonably possible.

If the return is approved because of our error or a product problem, nova-6 will cover the reasonable return shipping cost. We may provide a prepaid label or arrange courier collection.

5. Change-of-Mind Returns

You may request an eligible change-of-mind return within 14 calendar days of receiving your order.

For an approved change-of-mind return, the customer is normally responsible for return shipping costs. We do not charge a restocking fee for eligible returns.

Original standard delivery charges will be refunded where required by applicable law. Premium or express delivery charges above the cost of the least expensive standard delivery option may not be refundable.

6. How to Request a Return

  1. Email support@nova-6.shop or call +44 7585 103081.
  2. Provide your order number, the item you want to return, and the reason for the return.
  3. Attach photographs or video where applicable.
  4. Allow 1–3 business days for us to review your request.
  5. If approved, follow the return address and shipping instructions we provide.

Do not send an item back before receiving return authorization and instructions from us.

7. Return Address

Our business contact address is:

nova-6
42-44 Springfield Road
Crawley
RH11 8AH
United Kingdom

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

8. Return Inspection

After an authorized return is received, we will inspect it. Inspection normally takes 3–5 business days.

We will notify you whether the return has been accepted and whether a refund or another remedy has been approved.

9. Refunds

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

After we process the 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.

If more than 14 business days have passed since we confirmed that your refund was processed, please contact us.

10. Reduced Refunds

Where permitted by law, a refund may be reduced if the item has been used, damaged, altered, returned incomplete, or handled beyond what is reasonably necessary to inspect it.

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

11. Exchanges

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

12. Order Cancellations

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

13. Contact Us

Store name: nova-6
Brand: NOVA MODERN MARKET
Email: support@nova-6.shop
Telephone: +44 7585 103081
Business address: 42-44 Springfield Road, Crawley, RH11 8AH, United Kingdom
Customer Support response time: Normally within 1–3 business days