Home/Terms of Service

NOVA Market

Terms of Service

Terms of Service

Introduction

Welcome to Nova. These Terms of Service ("Terms") govern your access to and use of our website and your purchases from Nova, a modern online supermarket offering groceries, beverages, snacks, daily essentials, personal care items, and home cleaning products.

By visiting our website, placing an order, or contacting us, you agree to be bound by these Terms and all policies referenced herein. Please read them carefully before making any purchase.

These Terms do 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.

Online Store Use

By using our website, you agree to:

  • Use the website for lawful personal or business shopping purposes only.
  • Not interfere with store security, checkout processes, inventory systems, or other customers' use of the website.
  • Not copy, scrape, reverse engineer, attack, or misuse the website, product content, images, checkout flow, or customer service systems.
  • Provide accurate and truthful information when creating an account or placing an order.

We reserve the right to refuse service, cancel suspicious activity, or limit access when necessary to protect customers, the store, payment security, or to comply with legal obligations.

Product Information

We strive to present all products clearly and accurately, including names, descriptions, images, prices, and availability. However, please note:

  • Minor differences in packaging, colour, or presentation may occur due to manufacturing updates, device displays, lighting conditions, or supplier changes.
  • Product information is provided for general reference only and does not constitute medical or dietary advice. Please read product labels and instructions before use.
  • We do not guarantee that product descriptions, images, or other content are entirely error-free. If you believe a product is materially misdescribed, please contact us.

Under the Consumer Rights Act 2015, all goods must be:

  • Of satisfactory quality
  • Fit for their intended purpose
  • As described on the product page

If any product does not meet these standards, you may be entitled to a refund, repair, or replacement in accordance with our Refund Policy.

Orders and Acceptance

When you place an order through our website:

  • Your order constitutes an offer to purchase the products in your basket.
  • We may accept, reject, cancel, or limit your order before fulfilment if there is an error, stock issue, payment issue, address issue, suspected fraud, or policy violation.
  • You are responsible for providing accurate contact, billing, and shipping information.
  • An order confirmation email confirms that we have received your order. Final acceptance occurs when we process the order for fulfilment, at which point a contract is formed between you and Nova.

We reserve the right to cancel any order if we are unable to fulfil it for reasons beyond our control, including supplier availability, delivery restrictions, or force majeure events. In such cases, we will notify you and issue a full refund.

Pricing and Payment

All prices are shown in the checkout currency presented on the website and are inclusive of applicable VAT (Value Added Tax) at the current UK rate, unless otherwise stated.

Please note:

  • We may correct pricing, product, tax, shipping, or availability errors when discovered. If an error affects your order, we will contact you before processing.
  • Payment must be authorised before an order is processed. We do not charge your card until we accept your order.
  • Additional bank fees, card issuer charges, currency conversion fees, or customs duties may apply depending on your location and payment provider. These are your responsibility unless otherwise stated.

For full details on payment methods and security, please see our Payment Policy.

Shipping, Delivery, and Risk

Eligible orders qualify for free shipping under the rules shown at checkout. Standard processing time is 1–2 business days, and estimated transit time is 2–4 business days.

Please note:

  • Delivery dates are estimates only and are not guaranteed. We are not liable for delays caused by carriers, weather, address issues, holidays, customs checks, or other events outside our reasonable control.
  • Under the Consumer Rights Act 2015, we must deliver the goods within 30 days of the contract date unless otherwise agreed. If we fail to deliver within this time, you may cancel the contract and receive a full refund.
  • Risk of loss or damage to the goods passes to you when you (or a person you nominate) take physical possession of the goods. However, we remain responsible for any damage that occurs before delivery.

For more details, please see our Shipping Policy.

Returns and Refunds

Under UK law, you have the following rights regarding returns and refunds:

  • 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. After 30 days, you may still be entitled to a repair, replacement, or partial refund.
  • Consumer Contracts Regulations 2013: You have a 14-day cooling-off period from the day you receive your goods. During this period, you may cancel your order without giving any reason. You are responsible for return postage costs, and we will refund the full purchase price (including standard delivery charges) within 14 days of your cancellation notice.

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.

All returns must be requested within the applicable timeframes and in accordance with our Refund Policy. Please contact us before sending any item back.

Intellectual Property

All content on our website, including the layout, text, images, graphics, product presentations, logos, and other materials, is the property of Nova, its licensors, suppliers, or other rights holders. These materials are protected by copyright, trademark, and other intellectual property laws.

You may not:

  • Reproduce, distribute, modify, or create derivative works from any content on our website without our prior written permission.
  • Use any logos, trademarks, or branding without explicit authorisation.

Nothing on this website grants you any licence or right to use any intellectual property without our prior written consent.

Limitation of Liability

To the maximum extent permitted by law:

  • We are not liable for any indirect, incidental, special, punitive, or consequential damages arising from your use of the website, product misuse, delivery delays, third-party services, or events outside our reasonable control.
  • Our total liability to you for any claim arising out of or relating to these Terms or your purchase shall not exceed the total amount paid by you for the products in question.

Important: Nothing in these Terms limits or excludes our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Any breach of your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015
  • Any other liability that cannot be limited or excluded by applicable law

We are not responsible for any loss or damage caused by events beyond our reasonable control, including strikes, natural disasters, pandemics, government actions, or supplier failures.

Changes to Terms

We may update these Terms from time to time to reflect changes in our store operations, legal requirements, payment practices, shipping rules, or website features. When we make changes, we will:

  • Post the updated Terms on this page with a new "Last updated" date.
  • Notify you of significant changes via email or a notice on our website.

The updated Terms apply from the date they are posted. If you do not agree to the updated Terms, you should stop using our website and services. Continuing to use our website after changes are posted constitutes your acceptance of the updated Terms.

Governing Law and Dispute Resolution

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by and construed in accordance with the laws of England and Wales.

If you are a consumer, you may bring legal proceedings in the courts of England and Wales. If you are resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your home jurisdiction.

If a dispute arises, we encourage you to contact us first to seek an amicable resolution. You may also have the right to use the Online Dispute Resolution (ODR) platform provided by the European Commission, although this is not mandatory for UK consumers after Brexit.

Contact for Policy Questions

If you have any questions about these Terms, your order, or any of our policies, 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