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NOVA Market

Refund Policy

Refund Policy

Overview

At Nova, we want you to be completely satisfied with your grocery and household purchases. This Refund Policy explains your rights and our obligations when you need to return an item or request a refund.

Nova offers a wide range of products including fresh food, beverages, snacks, daily essentials, personal care items, and home cleaning supplies. This policy applies to all products purchased through our website.

Important: This policy does not affect your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your Statutory Rights (UK)

Under UK law, you have the following rights when shopping with Nova:

Consumer Rights Act 2015

If your item is faulty, damaged, not as described, or unfit for purpose, you are entitled to:

  • A full refund within 30 days of delivery — you do not need to provide a reason, simply inform us that the goods do not meet the statutory standards.
  • After 30 days, you may still be entitled to a repair, replacement, or partial refund depending on the circumstances and the nature of the fault.

Consumer Contracts Regulations 2013

For online purchases (distance selling), you have a 14-day cooling-off period starting from the day you receive the goods. During this period:

  • You may cancel your order without giving any reason.
  • You are responsible for the cost of returning the goods (unless we agree otherwise).
  • We will refund the full purchase price including standard delivery charges within 14 days of your cancellation notice.

Please note: we do not accept change-of-mind returns beyond the statutory 14-day cooling-off period, and we do not accept no-reason returns after that period.

Eligible Return Reasons

We accept returns for the following reasons, provided the request is submitted within the applicable timeframe:

  • The item arrived damaged in transit.
  • The item is defective or cannot be used as intended.
  • The item received is different from the item ordered.
  • The item is materially not as described on the product page.

For damaged, defective, or incorrect items, please submit your return request within 30 days of delivery.

Non-Returnable Situations

We are unable to accept returns in the following circumstances:

  • Change of mind, personal preference, or no-reason returns beyond the 14-day statutory cooling-off period.
  • Opened, used, altered, emptied, contaminated, or damaged items — unless the issue is the reported defect (e.g., item arrived already damaged).
  • Products returned without prior approval or without the required evidence.
  • Items affected by incorrect or incomplete shipping information supplied by you.
  • Perishable goods or fresh food that have been opened or partially consumed (for hygiene and safety reasons), unless they are faulty.

How to Request a Return

To request a return, please contact us within the applicable timeframe before sending anything back. Please include:

  • Your order number
  • The email address used at checkout
  • A clear description of the issue
  • Photos or video of the product and packaging (for damaged or defective items)
  • Any carrier damage evidence (if applicable)

We will respond to your return request within two business days. We may request additional information before approving a return or refund.

Return Authorization

Do not return any items until we provide return instructions. Unauthorized returns may be refused, delayed, or returned to sender.

If a return is approved, we will provide you with the return method and address. You will be responsible for the cost of returning the goods, unless the item is faulty, damaged, or not as described — in which case we will bear the reasonable return costs as required by law.

Please pack the item securely to prevent further damage during transit. We recommend using a tracked delivery service for your protection.

Inspection and Refund Decision

After we receive an approved returned item, we will inspect it to confirm the reported issue. If approved, we will issue a refund, replacement, or other reasonable resolution.

If the returned item does not match the approved reason, or appears used, altered, incomplete, or unrelated to the order, the request may be denied. In such cases, we may return the item to you at your own cost.

Refund Timing

Approved refunds will be issued to your original payment method without undue delay, and in any event within 14 days from the day we agree that you are entitled to a refund.

  • For items rejected under the Consumer Rights Act 2015 (faulty/damaged/not as described), we will refund the full purchase price including standard delivery charges.
  • For cancellations under the 14-day cooling-off period, we will refund the full purchase price including standard delivery charges. You are responsible for return postage.

Bank and card issuer processing times vary, so the refund may not appear on your statement immediately after we process it. Please allow 5–10 business days for the refund to appear, depending on your issuer.

Exchanges

We do not guarantee direct exchanges. If a replacement is appropriate and available, we may offer one for damaged, defective, incorrect, or not-as-described items. If replacement inventory is unavailable, an approved refund will be issued instead.

Please note that for grocery and perishable items, replacements may not always be available due to stock rotation. In such cases, a refund will be offered.

Grocery and Perishable Items

For fresh food, beverages, and other perishable goods:

  • If your item arrives damaged or spoiled, please contact us immediately with clear photos. We will arrange a refund or replacement promptly.
  • We recommend that you inspect perishable items upon delivery and refrigerate/store them appropriately.
  • We cannot accept returns of perishable items that have been opened or partially consumed unless they are faulty.

Contact for Policy Questions

If you have any questions about this policy, your order, or wish to submit a return request, please contact us through the details below. For order-related enquiries, please include your order number to help us assist you more quickly.

  • 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