Return and Refunds
What is Novostella's Return Policy
Novostella offers a 30-day money back guarantee. If you are not completely satisfied with your purchase from novostella.uk, once you contact us and get the return address, you should provide us tracking number within 3 days. The whole process should finish within 30 days of delivery, then you can get a full refund.
After we receiving the returned package, the refund will back to your account in 3 days.
Please note that Novostella products purchased from novostella.uk must be returned to the store where they were bought. Novostella will only process returns for items purchased from novostella.uk.
To be eligible for a full refund, your item must be:
- Unused and in the same condition as when you received it
- In its original packaging
- Accompanied by a receipt or proof of purchase
- Accompanied by a return merchandise authorization (RMA) number
- not in its original condition, damaged or missing parts for reasons
- not due to our errorreturned more than 30 days after delivery
How do I return an item?
Step #1: Contact Novostella and obtain an RMA number
Contact Us and request an RMA number.
Step #2: Mail the item back to Novostella
Ship the product you would like to return to the address we provide.
Please note that, unless the item is damaged or missing parts for reasons due to our error, you are responsible for paying the shipping costs to return it.
If you are shipping an item worth more than £75, you should consider using a traceable shipping service or purchasing shipping insurance. We are not responsible for items that fail to reach us.
Step #3: Wait for confirmation from Novostella
After receiving and inspecting the item, we will tell you by email whether your refund request has been approved or denied. If your request is approved, your refund will be processed to your original method of payment.
How do I exchange an item?
Step #1: Contact Novostella to ensure whether your package was shipped or not.
If not shipped, Novostella will cancel your order and you can make a new order.
If shipped but not delivered, you can place a new order and reject the package, it will automatically return to our warehouse.
After we receiving the package, we will supply you a full refund in 3 days
If shipped and you have received the package, you can make a new order and return the package you received, and Novostella will supply you a full refund in 3 days after receiving the returned package.
Please note that, you are responsible for paying the shipping costs to return it.
Defective or damaged product?
If your Novostella product is defective or damaged due to our error and is still covered under warranty, you can exchange the product for a new one, free of charge. To request an exchange, please contact us.