REFUND AND RETURN POLICY
Last updated: 14 September 2026
We have set out the following return and refund terms so that customers can review them before placing an order. This policy applies to purchases from nove-go and does not reduce any mandatory consumer rights, including rights available under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.
UK CHANGE-OF-MIND CANCELLATION PERIOD
An eligible UK consumer who buys online normally has 14 days, beginning the day after the goods are received, to notify us of a decision to cancel. When one order is delivered in several parts, the period generally begins after receipt of the final part.
Send a clear cancellation request to support@nove-go.shop before the period expires. Include the order number and checkout email address. After notifying us, return the eligible goods within the following 14 days using the instructions we provide.
CONDITION OF RETURNED GOODS
You may handle a product only as much as reasonably necessary to determine its nature, characteristics and function, in the same way that you might inspect it in a shop. Where excessive handling reduces its value, we may make a lawful deduction from the refund. Please include all supplied parts, accessories and manuals and, where reasonably possible, the original packaging.
CHANGE-OF-MIND EXCLUSIONS
Unless a product is faulty or the law requires otherwise, change-of-mind cancellation may not be available for:
- Custom-made, personalised or made-to-order goods.
- Goods that deteriorate or expire quickly.
- Sealed hygiene or health-protection goods after unsealing.
- Sealed audio, video or software products after the seal is broken.
- Digital content once supply has begun with prior consent and acknowledgement.
- Goods that become inseparably mixed with other items after delivery.
FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED PRODUCTS
Products must be as described, of satisfactory quality and fit for purpose. Contact us promptly if a product is damaged during delivery, defective, incorrect or materially inconsistent with its listing. Provide the order number, details of the issue and clear photographs or video of the product, label and packaging. Please retain all items while we review the claim.
Depending on the circumstances and applicable law, an eligible claim may result in repair, replacement, price reduction or refund. These remedies are separate from and do not restrict your statutory rights.
RETURN PROCEDURE
1. Email support@nove-go.shop and provide your order details and reason for return.
2. Wait for our written authorisation and return instructions.
3. Package the item securely and send it to the confirmed return destination.
4. Retain proof of posting and tracking until the return is resolved.
Do not send goods to the public business address unless we specifically confirm it as the return destination. Sending an unauthorised return may delay identification and processing.
RETURN DELIVERY COSTS
For an eligible change-of-mind return, the customer normally pays the direct cost of sending the goods back. For an approved faulty, damaged, incorrect or misdescribed product, nove-go will provide an appropriate return option or reimburse reasonable authorised postage where the law requires it. We do not charge a restocking fee for an approved statutory return.
REFUND VALUE AND DEADLINES
Refunds are normally made to the original payment method. For a valid statutory cancellation, we refund the amount due, including the cost of our least expensive standard outbound delivery option where required, no later than 14 days after we receive the goods or receive acceptable evidence that they were sent, whichever happens first. Any additional cost selected for premium delivery does not have to be refunded.
Where a valid faulty-product claim does not require a return, we aim to issue the agreed refund within five business days of approval. Once issued, the time taken for funds to appear is controlled by the bank or payment provider.
EXCHANGES
We do not offer a general direct-exchange service. Customers who want another product should return the eligible original purchase and submit a new order. This does not affect any right to a replacement for faulty or incorrect goods.
CONTACT
nove-go
Email: support@nove-go.shop
Telephone: +44 7157919303
Business address: 231 High St, Arlesey SG15 6SZ, United Kingdom