Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@novyren.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@novyren.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@novyren.co.uk.

Return & Refund Policy

At Novyren, we want you to be confident in every purchase. If you are not completely satisfied with your order, please review our policy below.

Returns

We accept returns within 14 days of delivery for products that are:

Unused and unopened
In their original packaging
In a resalable condition

To request a return, please contact us before sending any items back.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

Opened or used skincare products
Opened or used haircare products
Products that have been damaged after delivery
Gift cards

This does not affect your statutory rights if a product is faulty or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Where appropriate, we may request photographs of the issue to help us resolve the matter quickly.

If a product is confirmed to be faulty, damaged in transit, or supplied incorrectly, we will provide a replacement, refund, or other appropriate remedy in accordance with your consumer rights.

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied in error.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your payment provider.

Order Changes & Cancellations

Orders are processed quickly to ensure prompt dispatch. If you need to make changes or cancel an order, please contact us as soon as possible.

Once an order has entered processing or has been dispatched, changes or cancellations may no longer be possible.