Terms & Conditions: Returns, Refunds & Cancellations

Last updated: September 10, 2026

These Terms & Conditions explain the rules that apply to order cancellations, delivery, returns, and refunds for purchases made from nova-6.

By placing an order through our website, you agree to these terms. These terms should be read together with our Refund & Return Policy, Shipping Policy, Privacy Policy, and general Terms of Service.

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

1. Customer Order Cancellations

1.1 Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

• Email: support@nova-6.shop
• Telephone: +44 7585 103081

We will make reasonable efforts to stop the order before shipment. However, cancellation cannot be guaranteed once an order has entered processing, has been packed, or has been handed to the carrier.

If we successfully cancel the order before dispatch, any payment already collected will be refunded to the original payment method.

1.2 Cancellation After Dispatch

Once an order has been dispatched, we may be unable to cancel or modify it while it is in transit. If you no longer want the order, you may receive it and then request a return in accordance with our Refund & Return Policy and any cancellation rights available under applicable law.

Please do not refuse delivery or send an item back without first contacting us, as this may delay the return or refund process.

1.3 Changes to an Order

Requests to change a delivery address, product, size, colour, or quantity must be submitted before dispatch. We cannot guarantee that a requested change can be made after the order has been placed.

If we cannot make the requested change, we may ask you to cancel the original order, where possible, and place a new order.

2. Order Cancellation by nova-6

We may refuse, limit, or cancel an order where reasonably necessary, including in the following circumstances:

• The product is unavailable or out of stock;
• There is an obvious error in the product description, availability, or price;
• Payment cannot be authorized or verified;
• The order is identified as potentially fraudulent or unauthorized;
• The order exceeds a published purchase or quantity restriction;
• We are unable to deliver to the address supplied by the customer;
• The delivery address is incomplete, invalid, or outside our supported delivery area;
• The order cannot legally or safely be fulfilled or delivered; or
• A technical, operational, or system error prevents us from fulfilling the order.

If we cancel an order after payment has been collected, we will refund the amount charged for the cancelled item or order to the original payment method. We will not charge an administrative cancellation fee when an order is cancelled by us.

Where only part of an order is unavailable, we may cancel and refund the unavailable item while fulfilling the remaining items. We will notify you if this occurs.

3. Pricing and Payment Errors

We take reasonable care to ensure that prices and product information are accurate. However, errors may occasionally occur.

If we identify an obvious pricing or product-information error before dispatch, we may contact you to confirm whether you wish to proceed at the correct price or cancel the affected item or order.

If we cannot contact you within a reasonable period, we may cancel the affected order and refund any amount already paid.

4. Processing, Shipping and Delivery

Available delivery methods, shipping charges, and estimated delivery periods will be displayed on our website, product pages, at checkout, or in our Shipping Policy.

Any delivery date or delivery period is an estimate unless we expressly agree otherwise. Delivery may be affected by circumstances including:

• Carrier or logistics delays;
• Adverse weather or natural events;
• Public holidays or unusually high order volumes;
• Customs inspections or border delays;
• Incorrect or incomplete delivery information;
• Failed delivery attempts; or
• Events outside our reasonable control.

We will take reasonable steps to notify you if we become aware of a significant delay. Your statutory rights concerning late or failed delivery remain unaffected.

5. Delivery Address and Failed Delivery

You are responsible for providing a complete and accurate delivery address when placing your order. Please check your address carefully before completing checkout.

If an order cannot be delivered because the address supplied was incorrect or incomplete, or because no one was available to receive or collect the package, the carrier may return it to the sender.

Where permitted by law, reasonable redelivery or return-to-sender costs arising from incorrect customer-provided information or repeated failed delivery attempts may be deducted from the refund or charged before redelivery. We will explain any applicable charge before taking further payment.

6. Risk of Loss and Ownership

For consumer orders, responsibility for the goods normally passes to you when the goods are delivered to you, or to a person identified by you to receive them.

If you independently appoint a carrier that was not offered or arranged by us, responsibility may pass to you when the goods are handed to that carrier, to the extent permitted by applicable law.

Legal ownership of the goods passes to you once we have received payment in full and the goods have been delivered, unless applicable law requires otherwise.

If tracking shows that an order was delivered but you cannot locate it, please check with household members, neighbours, reception areas, and any location shown in the carrier’s delivery record before contacting us.

7. Return Window

You may request an eligible return within 30 calendar days from the date you receive your order.

You must contact us before the return period expires. After a return has been approved, you must send the item back within the period stated in our return instructions.

Requests submitted outside the stated return period may not be accepted unless the product is faulty or you are otherwise entitled to a remedy under applicable law.

8. Eligible Returns

Subject to the conditions below, an item may be returned because:

• It arrived damaged;
• It is defective or malfunctioning;
• You received the wrong item;
• It is incomplete or has missing parts;
• It is materially different from its description; or
• You changed your mind and the item remains eligible for return under these terms.

To qualify for a return, the item should generally:

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

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 by the customer has reduced the value of the item.

9. Damaged, Defective, Incorrect or Misdescribed Items

Please inspect your order promptly after delivery. If an item is damaged, defective, incorrect, incomplete, or not as described, contact us as soon as reasonably possible.

Please provide:

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

Photographic or video evidence helps us assess the issue but does not remove any statutory rights you may have.

If we approve a return 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, repair, or replacement.

10. Change-of-Mind Returns

You may request a return because you have changed your mind within the applicable return period, provided the item meets the return conditions and is not excluded under Section 11.

For an approved change-of-mind return:

• You are normally responsible for the return shipping cost;
• We do not charge a restocking fee for an eligible return;
• Any original delivery charge will be refunded where required by applicable law;
• Any amount paid for premium or expedited 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.

11. Non-Returnable Items

Subject to applicable law, the following items 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, used, or unsealed underwear, swimwear, bodysuits, and socks;
• Opened or unsealed cosmetics, fragrances, personal care products, and hygiene products;
• Perishable products or goods that deteriorate rapidly;
• Digital content after supply has begun with any required consent;
• 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 apply where an item is damaged, defective, incorrect, or not as described, or where applicable law provides a right to return or another remedy.

12. How to Request a Return

1. Contact us 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 supporting photographs or video where applicable.
3. Allow 1–3 business days for our Customer Support team to review your request.
4. If the return is approved, follow the return address and shipping instructions supplied by our team.

Do not send an item back before receiving return instructions from us. Sending an item to an unauthorized or incorrect location may delay its receipt and the processing of your refund.

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.

13. Return Shipping Costs

• Return caused by our error: We will cover reasonable return shipping costs for an approved return of a damaged, defective, incorrect, incomplete, or misdescribed item.
• Change-of-mind return: The customer is normally responsible for return shipping costs, except where applicable law provides otherwise.
• Unauthorized return: The customer may be responsible for reasonable shipping, handling, or redelivery costs resulting from an item being sent 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.

14. 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 receipt. 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 meet the applicable conditions, we will contact you and explain the reason. Any refusal or deduction will be made only where permitted by applicable law.

15. Refund Method and Timing

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 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 the refund was processed, please contact us at support@nova-6.shop.

16. Shipping Charges, Duties and Other Fees

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

17. 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.

18. 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.

19. Chargebacks and Payment Disputes

If you believe a payment or refund has been processed incorrectly, please contact us first so that we can investigate and attempt to resolve the matter promptly.

This request does not restrict your right to contact your bank, card issuer, payment provider, consumer protection authority, or another appropriate organization.

20. Limitation of Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of any consumer right that cannot legally be excluded.

To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the contract was formed, or for business losses arising from a consumer purchase.

21. Governing Law and Disputes

These terms are governed by the laws of England and Wales, without depriving you of any mandatory consumer protection available under the laws of the country in which you live.

The courts of England and Wales will have jurisdiction, except that consumers living in another part of the United Kingdom may bring proceedings in their local courts where applicable. Customers residing elsewhere may also have the right to bring a claim in their place of residence under mandatory consumer law.

Before starting formal proceedings, we encourage you to contact us so that we can try to resolve the matter.

22. Changes to These Terms

We may update these terms from time to time to reflect legal, operational, or business changes. The version published at the time your order was placed will generally apply to that order unless a change is required by law.

The latest version will be published on this page with its effective or “Last updated” date.

23. Contact Information

If you have any questions about an order, 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