Refund policy

Effective Date: 9th of March 2026

At House of Nova London, we want every customer to shop with confidence.
If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in line with UK consumer law.

1. Company Information

This online store is operated by:

Company name: House of Nova London (registered company name CJ-Commerce) Sole Proprietorship
KVK Number: 98480413
BTW Number (VAT): NL005333662B87

Business Address:
Capellelaan 44, Ammerstol,
Zuid-holland,2865 AD, Netherlands

For delivery times and shipping methods, please see our Shipping Policy.

2. 30-Day Return Period

We offer a 30-day return period, starting from the date your order is delivered.

To be eligible for a return:

The item must be unused, unworn, and in original condition
All original packaging, tags, and accessories must be included
A proof of purchase (order number or receipt) is required

Items that show signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are defective.

Returns must be requested within 30 days of the delivery date.

3. How to Request a Return

To start a return, please contact our customer support team.

Email: support@houseofnova-london.com
Phone: +447311131410

Please include:

Your order number
The reason for the return
Photos if the item is damaged or faulty

Once your request has been reviewed, our support team will provide:

Return instructions
The correct return address
Additional information if required

Please do not send items back without contacting us first, as this may delay the processing of your return.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Faulty, damaged, or incorrect items

Return shipping costs are covered by us.

Change of mind (size, colour, preference, or no longer wanted)

The customer is responsible for return shipping costs.

Shipping fees paid during checkout are non-refundable unless the item received is faulty or incorrect.

5. Return Address

Returned items must be sent to the return address provided by our support team after the return request has been approved.

Depending on the product and supplier location, items may be returned to a returns centre or an international warehouse.

6. Refunds

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved:

Refunds are processed within 5–10 business days
Refunds are issued to the original payment method

Depending on your bank or card provider, it may take up to 14 business days for the refund to appear in your account.

If a return does not meet the conditions outlined in this policy, we may contact you to discuss alternative options.

7. Exchanges

If you would like to exchange an item:

Contact our customer support team: here
We will confirm whether an exchange is possible or advise you to return the item for a refund and place a new order.

This helps ensure accurate stock management and faster processing.