Payment Policy

Overview

Nova accepts secure online payments for all orders placed through our website. Payment must be authorised before an order is processed, packed, or shipped. We are committed to providing a safe and reliable checkout experience for all our customers.

As a modern online supermarket offering groceries, beverages, snacks, daily essentials, personal care, and home cleaning products, we ensure that all payment transactions are handled with the highest level of security and compliance.

Accepted Payment Methods

We accept the following Credit/Debit Card payment methods through our secure checkout:

• Visa
• Mastercard
• Maestro
• American Express
• JCB
• Diners Club
• Discover (where available)

Payment is processed at the time of order placement. We do not charge any additional fees for using any of the above payment methods.

Authorisation and Verification

When you place an order, your payment provider may authorise, capture, review, or decline the transaction. This is a standard security measure to protect both you and us against fraud.

We may request additional verification or cancel an order if the payment appears:

• Unauthorised or suspicious
• Incomplete or inconsistent with billing information
• Flagged by our fraud-prevention tools
• High-risk according to payment network rules

Under UK regulations, we are required to comply with Strong Customer Authentication (SCA) requirements for online payments. You may be prompted by your bank or card issuer to complete additional verification steps (e.g., one-time passcode, biometric authentication) during checkout.

Billing Information

Customers must provide accurate and complete billing details, contact information, and payment information when placing an order. Orders may be delayed or cancelled if:

• The billing address cannot be verified
• Cardholder information does not match the payment method
• Payment status cannot be confirmed with the issuing bank

We recommend that you ensure your billing address matches the address registered with your card issuer to avoid unnecessary delays.

Payment Security

At Nova, we take payment security very seriously. All payment information is handled through secure payment gateways and our checkout system. We do not store full card numbers or sensitive payment credentials on our own local systems.

To protect yourself, we recommend that you:

• Keep your account passwords and card details confidential
• Never share checkout information with third parties
• Monitor your statements for any unauthorised transactions and report them to your bank immediately

All transactions are encrypted using industry-standard Secure Sockets Layer (SSL) technology to safeguard your personal and payment data.

Failed or Declined Payments

If a payment is declined, expired, reversed, disputed, or otherwise not completed, your order may not be processed. In such cases, we will not charge your card, and we will notify you of the issue.

If your payment is declined, please:

• Contact your bank or card issuer for details regarding the decline, authorisation holds, currency conversion, or card restrictions
• Ensure that you have sufficient funds available
• Verify that your card supports online transactions and has not expired

You may also try an alternative payment method or contact us for assistance.

Refunds to Original Payment Method

Approved refunds will be returned to the original payment method used at checkout, in accordance with our Refund Policy. Refund processing times depend on your payment provider, bank, card network, and financial institution. Please allow up to 5–10 business days for the refund to appear on your statement, depending on your issuer's processing schedule.

Under UK law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), if you are entitled to a refund, we will process it without undue delay and, in any event, within 14 days of agreeing that you are entitled to a refund.

Gift Cards and Vouchers

Nova may offer gift cards or promotional vouchers from time to time. These are subject to separate terms and conditions, which will be communicated at the time of purchase or redemption. Gift cards are generally non-refundable and cannot be exchanged for cash unless required by applicable law.

Contact for Policy Questions

If you have any questions about this policy or an order, please contact us through the details below. For order-related enquiries, please include your order number to help us assist you faster.

• Website: nova-2.shop (will be updated to our new Nova domain soon)
• Email: support@nova-2.shop
• Mailing Address: 47 Otter Way, West Drayton, UB7 8FA, United Kingdom
• Phone: +44 7724948306