Widerrufsrecht

At Novoa, we want every customer to feel confident when shopping with us. If you change your mind, experience an issue, or simply aren’t fully satisfied, our process is simple, fair, and transparent.

1) Right to Cancel (UK/EU 30-Day Cooling-Off)

  • If you are in the UK or EU, you can cancel your order within 30 days of receiving your goods—no reason required.

  • Email support@novoa.co.uk within the 30-day period.

  • After you notify us, you have another 14 days to send the goods back.

  • For valid cancellations, we will refund the product price and the original standard delivery cost (not any paid express/expedited upgrade) within 14 days of receiving the goods back or proof of return, whichever is earlier. We may withhold the refund until we receive the goods or evidence of sending.

  • Diminished value: you may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the nature, characteristics and functioning of the goods.

2) Returns Window (Change of Mind)

  • Outside of UK/EU cooling-off rights, we offer a 30-day return window from the date of delivery.

3) Return Conditions

To be eligible:

  • Items must be unused, undamaged, and complete in their original packaging with all accessories.

  • Bundles/sets must be returned in full. Incomplete returns may be refused or partially refunded.

  • Proof of purchase (order confirmation) is required.

Non-returnable items:

  • Hygiene-sealed items once opened (e.g., ear tips, in-ear accessories)

  • Personalised/customised products

  • Digital/download codes or software once activated/redeemed

  • Final sale/clearance items (where clearly stated)

  • Items returned outside the eligible timeframes

4) Return Method

  • Returns are accepted by mail only (we do not accept in-person drop-offs).

5) Return Labels & Costs

  • We provide a prepaid return label for eligible returns.

  • Novoa covers the return postage for eligible returns, including UK/EU cooling-off returns.

  • For some international locations where prepaid labels are not available, we’ll advise an alternative method and reimburse standard return postage upon receipt (keep your receipt).

6) Refunds

  • We’ll email you when we receive and inspect your return.

  • If approved, refunds are issued to the original payment method. Banks/card issuers may take additional time to post funds.

  • Change-of-mind (non-fault) returns: original standard shipping is refunded only for UK/EU cooling-off cancellations (see §1).

  • Faulty/damaged/incorrect items: we refund the original shipping as well.

  • International duties & taxes: import duties/taxes paid to your customs authority are not refunded by Novoa; you may reclaim them from your local authority where applicable.

7) Restocking Fees

  • No restocking fees.

8) Exchanges

  • We replace items if they are defective or damaged.

  • For a change-of-mind exchange (where offered), outbound shipping follows the same rules as a new order.

  • Email support@novoa.co.uk before sending anything back so we can reserve stock and issue the correct label.

9) Damaged, Faulty, or Incorrect Items

  • If your order arrives damaged, please photograph the packaging and item and contact us within 48 hours of delivery.

  • If a fault develops within the warranty period, see §11.

10) How to Start a Return or Cancellation

Email support@novoa.co.uk with:

  • Your order number

  • The item(s) you wish to return

  • The reason (optional for change-of-mind; required if damaged/faulty)
    We’ll reply with step-by-step instructions and a prepaid label where available.

11) Limited Warranty — 12 Months

All Novoa products are covered by a 12-month limited warranty against manufacturing defects under normal consumer use from the date of delivery.

What’s covered

  • Manufacturing defects in materials and workmanship

  • Faults arising during normal, intended use

What’s not covered

  • Wear and tear, cosmetic damage, misuse/abuse, accidents, liquid damage, unauthorised modifications, or use with non-compliant power accessories

  • Damage from improper handling, drops, or not following product instructions

Remedies

  • At our discretion, we will repair, replace (with a new or equivalent item), or refund if a covered defect is confirmed.

How to claim

  • Email support@novoa.co.uk with your order number, description of the issue, and photos/video if possible. We may provide a prepaid label to inspect the product.

Your statutory rights

  • This warranty is in addition to and does not affect your statutory rights (e.g., UK/EU rights relating to faulty goods and legal guarantees).

Returns Address

Novoa Returns
9 Tandragee Road
Portadown, BT62 3BQ
United Kingdom

(Please do not post returns without contacting us first—unregistered returns may be refused.)