Return Policy
Returns sent to us without prior request and authorisation will not be accepted and you will lose the right to a refund.
- Deadline: You can return the product within 30 days of receipt. After this 30-day period, we unfortunately cannot offer refunds or exchanges.
- Conditions: The product must be in the same condition as you received it, unused and in the original packaging. Products where hygiene is important must be thoroughly cleaned before they are returned.
- Exceptions: Some products cannot be returned for hygienic reasons, such as underwear, lingerie, tights and certain health products.
- Initiating the return procedure: If you wish to return a product, please send an email to info@novrasoho.uk with the order number, the reason for the return, a picture of the product if it is damaged and your contact details. We only have one return address, so it is not possible to return to another address and this is not sufficient to get a refund. Returns without prior notice will be considered invalid. All returns must be sent to our warehouse in China. The address will be provided by the support customer advisor receiving your return process.
- Returns at your own risk: Please note that products are returned at your own risk. The company is not responsible for packages that are lost or detained in customs during the return process.
- Track & Trace: Your return shipment must be provided with a Track & Trace code which is shared with us. This allows us to determine exactly when your return will reach our warehouse and initiate the refund process immediately. Without a tracking code, we cannot track the shipment and the right to a refund will be cancelled as we cannot confirm that we have actually received the order.
Refund procedure:
Procedure: once we have received and verified your return, we will send you an email notifying you of the approval or rejection of the refund. If approved, the refund will be processed and a credit will be automatically transferred to your credit card or original payment method within 3 days.
Delayed or non-receipt of refund: If you have not received your refund after 3 days, please check your bank account again. If you still haven't received it, please contact us at info@novrasoho.uk
Costs:
Return shipping costs: Shipping costs will not be refunded to customers, only the total order amount.
Exceptions:
Defective products: If you have received a defective product, we will always send you a new product free of charge.
Cancellation: Orders cannot be cancelled after placement due to our automated system, but the customer can always initiate the return process once the order has arrived.
If you have any questions or want more information about our return policy, please feel free to contact us at info@novrasoho.uk
