Refund policy

We hope you love your NOVALU socks. If something isn’t quite right, we’re here to help.

30-Day Returns

We offer returns within 30 days of receiving your order.

To be eligible for a return, your item must be in its original condition, with its original packaging and any labels or packaging materials included.

You may inspect and try on your NOVALU socks to determine whether they are right for you. Socks that show signs of wear beyond what is reasonably necessary to inspect or try on the product may be subject to a reduction in the refund amount.

Please do not wear returned socks to a Pilates class, workout or for extended use.

How to Start a Return

To request a return, please contact us at hello@novalu.co.uk within 30 days of receiving your order.

Please include:

  • Your order number

  • The item(s) you would like to return

  • The reason for your return

  • Photos of the item(s), where requested

Returns sent to us without first requesting a return may not be accepted.

Once your return has been approved, we will provide you with the return instructions and return address.

Return Shipping

Unless your item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.

If we provide a prepaid return label, a return shipping fee of £2.99 may be deducted from your refund where permitted by applicable law.

For international returns where a prepaid label is unavailable, customers are responsible for arranging and paying for tracked return shipping.

Please keep your tracking information until your refund has been processed.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective or different from what you ordered, contact us as soon as possible at hello@novalu.co.uk with your order number and clear photographs of the issue.

If the item is confirmed to be faulty, damaged or incorrect, NOVALU will arrange an appropriate replacement or refund at no additional cost to you.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow your bank or payment provider additional time to process and display the refund.

Where required by applicable consumer law, the cost of the least expensive standard delivery option offered for your original order will also be refunded.

Any additional cost resulting from choosing an upgraded or express delivery method does not have to be refunded where permitted by law.

Bundles & Discounts

If you return part of an order that qualified for a multi-buy or bundle discount, your refund may be recalculated based on the discount you would have qualified for on the items you keep.

For example, if returning an item means your remaining order no longer qualifies for the original bundle discount, the difference may be deducted from your refund where permitted by applicable law.

Exchanges

We currently do not offer direct exchanges.

If you would like a different colour or design, please return the original item and place a new order.

Order Changes & Cancellations

We begin processing orders quickly.

If you need to change or cancel your order, please contact us as soon as possible at hello@novalu.co.uk

We cannot guarantee that an order can be changed or cancelled once processing has started.

This does not affect any statutory cancellation or withdrawal rights you may have after receiving your order.

European Union Customers

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving your order, without providing a reason, subject to applicable exceptions.

After notifying us of your withdrawal, you must return the goods within the timeframe required by applicable law.

You will normally be responsible for the direct cost of returning the goods.

This statutory right is separate from, and is not limited by, our voluntary 30-day returns policy.

United Kingdom Customers

If you are a consumer in the United Kingdom, you may also have statutory cancellation and refund rights for purchases made online.

Nothing in this policy is intended to limit or exclude any rights you have under applicable UK consumer law.

Final Sale & Gift Cards

Gift cards are non-refundable except where required by law.

Items clearly marked as Final Sale may not be eligible for return under our voluntary returns policy. This does not affect any statutory rights that cannot legally be excluded.

Contact Us

For any questions regarding returns or refunds, please contact:

NOVALU
Email: hello@novalu.co.uk

We’re always happy to help.