Policy
Returns & Exchanges Policy
Last updated: 11/07/2026
Return window
You may return items within 14 days of delivery, provided they are unused and in original packaging.
How to return
You can return your item in one of two ways:
- In store: Bring the item along with your order confirmation to our showroom at Unit 5 Southgate, Morecambe, LA3 3PB, United Kingdom. Opening hours: Monday–Friday, 9:00–17:00 GMT (closed Saturday and Sunday).
- By mail: Email contact@Novalus.shop with your order number to receive return instructions. Returns should be sent to our UK address (provided after contacting us). Return shipping costs are the customer's responsibility, unless the item is faulty or damaged.
Exchanges
We accept exchanges. To request an exchange, follow the same process as a return (in store or by mail) and let us know which item you'd like instead.
Refunds
Refunds are issued to the original payment method (or by bank transfer for COD orders) within 7 working days of us receiving and processing your return.
Damaged items
If your order arrives damaged, please contact us within 48 hours with photographs of the item and packaging — we'll arrange a replacement or full refund.
Non-returnable items
Custom-made or personalised pieces are non-returnable unless faulty.
Questions? Email contact@Novalus.shop or call +44 7771 975801.