Refund policy

NOVANILA
Return, Refund & Consumer Rights Policy Effective Date: January 2026

✓ Compliant with UK Consumer Rights Act 2015 | ✓ Compliant with EU Directive 2011/83/EU

1. INTRODUCTION & CUSTOMER SATISFACTION COMMITMENT

At Novanila, we sell high-quality imitation jewellery including American diamond, kundan, and fashion pieces. Your satisfaction is paramount to us. We are always happy to help and support you to resolve any issues.

This policy explains your consumer rights and our return procedures under UK and EU law. This policy does NOT limit your statutory consumer rights - your legal rights are separate and in addition to what we offer here. If there is any conflict between this policy and consumer law, the law takes precedence.

This policy is available on our website before checkout and is provided with every order confirmation.

2. YOUR CONSUMER RIGHTS

By law, all goods must be:
✓ As described (matches product description, colour, size, quality) ✓ Of satisfactory quality (fit for purpose, no manufacturing defects) ✓ Delivered safely (no damage during transit)

2.1 FOR UK CUSTOMERS

Your rights are protected under the UK Consumer Rights Act 2015. If goods don't meet the standards above, you have the right to remedy including repair, replacement, refund, or price reduction. You have 6 years from the date of purchase to claim a defect was present when the goods were delivered (5 years in Scotland).

2.2 FOR EU CUSTOMERS

Your rights are protected under EU Directive 2011/83/EU. If goods don't meet the standards above, you have the right to remedy including repair, replacement, refund, or price reduction. Depending on which EU country you reside in, you generally have 2-3 years from the date of purchase to claim a defect was present when the goods were delivered.

3. RETURN WINDOW (COOLING-OFF PERIOD)

You have 14 calendar days from the date YOU RECEIVE your order to cancel your purchase and request a refund or exchange. This is the statutory minimum under UK & EU law.

IMPORTANT: The 14-day period begins on the date you receive the item, NOT the date we dispatch it. After 14 days, returns are only accepted if the item is defective, not as described, or damaged in transit.

4. WHAT CAN BE RETURNED

4.1 Items Eligible for Return (Within 14 Days):
• Unworn, in original condition with all packaging and tags intact • No signs of wear, cleaning, polishing, or alteration

• Changed your mind (reason for return must be stated) 4.2 Inspection vs Wearing - What's Allowed:

✓ ALLOWED: Opening packaging, looking at item in good light, brief trying on (a few seconds), trying on with clean hands only

✗ NOT ALLOWED: Wearing item for extended periods, wearing outside home, wearing for events, applying makeup/perfume near item, cleaning or polishing item, damaging item in any way

4.3 Price Reduction for Use:

If an item shows signs of use beyond normal inspection (wearing, visible wear marks, colour fading), Novanila may make a proportionate price reduction from the refund based on the extent of use. However, we are flexible and will discuss this with you before processing the refund.

4.4 Items NOT as Described:

If your item doesn't match the description on our website (wrong colour, wrong size, wrong material, quality not as shown), you can return it at any time under consumer law, regardless of the 14-day window. Photograph the item and email info@novanila.com with your order number and details of how it differs. 

5. EARRINGS - SPECIAL HYGIENE POLICY

Earrings can only be returned if: (1) protective seal/backing is completely unopened, (2) earrings have never been worn or tried on, (3) all hygienic covers are in place, (4) no signs of posts being inserted in ears.

Reason: Once worn, earrings cannot be resold for health and safety reasons. This is an industry standard practice. Under UK/EU consumer law, items with unopened hygiene seals/tamper-evident packaging that cannot be inspected without opening are exempt from the standard cooling-off period if opened.

6. DAMAGED OR DEFECTIVE ITEMS

6.1 Manufacturing Defects:

Broken stones, faulty clasps, defective posts, poor quality → Full refund or replacement at no cost. Report within 7 days of delivery to info@novanila.com with photos. 

6.2 Damage During Delivery:

We understand that occasionally, due to the nature of courier services, packages can be delayed or items may be damaged in transit. We take full responsibility for ensuring your satisfaction. Please contact us within 48 hours with photos at info@novanila.com. Keep original packaging. Novanila will handle all courier claims and liaise with the delivery company on your behalf. If the claim takes over 30 days, we will replace or refund your order immediately without waiting for the courier's response. We are committed to supporting you through this process. 

6.3 Manifest vs Hidden Defects:
Manifest Defects (obvious upon receipt): Report within 48 hours.

Hidden Defects (discovered later but caused during manufacture): You have legal rights to claim these for up to 6 years (UK) or 2-3 years (EU) from purchase.

6.4 Burden of Proof - Who Must Prove What:

For defects discovered within 6 months of purchase, Novanila must prove the item is NOT defective. After 6 months, you must provide evidence that the defect existed when you received the item.

7. HOW TO REQUEST A RETURN

Step 1: Email info@novanila.com with order number, reason for return, and 2-3 photos (front, back, any defects) 

Step 2: We respond within 72 hours with return authorization and instructions

Step 3: Ship item with return authorization number using tracked/insured mail (Royal Mail Special Delivery recommended)

Step 4: Once received and inspected (5-7 days), we process refund

Return Shipping Costs: Defects/damage = Novanila covers it. Personal preference = You cover costs. Proof of postage is required.

Damage During Return Shipping: Items damaged during return shipping due to inadequate packaging are your responsibility to report to the courier. We recommend using tracked, insured shipping. If the item is damaged in return transit, Novanila is not liable.

8. REFUNDS - METHOD & TIMING

Refund Method: Refunds are issued to your original payment method (credit/debit card, PayPal, bank transfer). You can request an alternative method if preferred.

Refund Timeline:
• Processing: 5-7 working days after we receive your return • Card refunds: 7-10 working days (depends on your bank) • Bank transfers: 3-5 working days
• EU orders: Refunded within 14 calendar days as per law

NO HIDDEN FEES: Novanila does not charge restocking fees, administrative fees, or deductions from refunds. This is illegal under UK/EU law.

9. YOUR ALTERNATIVES TO RETURNING

Instead of returning, you can choose:
✓ Full Refund (return the item)
✓ Exchange (different style, size, colour - free)
✓ Store Credit (for future purchases)
✓ Price Reduction (keep item, pay less if minor defect) ✓ Repair (if defective, we repair for free)

Contact info@novanila.com to discuss which option suits you best. 

10. NOVANILA'S RIGHT TO REPAIR

For defective items, Novanila reserves the right to attempt repair before offering replacement. If repair is not possible within 14 days, or if repair is unreasonable, we will replace or refund the item. We will always discuss this with you.

11. ITEMS WE CANNOT ACCEPT FOR RETURN

✗ Worn, tried on extensively, or showing signs of wear ✗ Earrings with opened seals or worn posts
✗ Cleaned, polished, or altered items
✗ Without original packaging or tags

✗ Damaged by misuse or improper storage
✗ After 14 days (unless defective or misdescribed) ✗ Customised/personalised items (non-defective)

12. DELIVERY DELAYS & LOST PARCELS

We understand that occasionally courier services can experience delays due to unexpected circumstances beyond our control. Normal delivery: 3-5 days (UK), 7-14 days (EU). After 5 days (UK) or 14 days (EU) with no tracking update, please contact us and we will investigate immediately. Novanila takes responsibility for your delivery experience - if delayed beyond 15 working days due to our error, you receive a full refund. If lost by courier, we will arrange a replacement or refund within 10 days. We are here to support you through the entire process and will work diligently to resolve any delivery issues.

13. SAFETY, COMPLIANCE & QUALITY ASSURANCE

All Novanila jewellery: (1) Meets UK & EU safety standards, (2) Undergoes quality checks before dispatch, (3) Uses appropriate metal grades (nickel-free where required under EU Nickel Directive), (4) Safe clasps and closures.

Product Care: Store in cool, dry place. Avoid perfume, water, chlorine. Clean with soft cloth only. Remove during sleep/exercise. Store earrings in original packaging. Proper care ensures your Novanila jewellery maintains its beauty.

14. CONSUMER PROTECTION - WHO IS COVERED

This policy protects consumers - defined as natural persons buying for personal use. If you are a business, retailer, or reseller, you are not covered by this consumer protection policy. Business purchases have different terms.

Novanila reserves the right to request proof that goods were purchased for personal use and not for resale. This protects all our customers.

15. INTERNATIONAL ORDERS & CUSTOMS

EU Customers: You may pay customs duties on orders over €150. On returns, you are responsible for return shipping costs unless item is defective. Post-Brexit: Customs procedures apply to UK-EU returns.

16. EXCEPTIONAL CIRCUMSTANCES (FORCE MAJEURE)

In cases of unforeseen events (natural disasters, strikes, global disruptions), delivery times may be affected. Novanila will notify you and offer refund or extended delivery. We will follow all consumer protection laws even during exceptional circumstances.

17. TIMELINE FOR REPORTING DEFECTS

To ensure quality investigation, please report defects within 7 days of delivery. Defects reported later are harder to assess and may require more documentation. However, you retain legal rights to claim defects for up to 6 years (UK) or 2-3 years (EU) from purchase.

18. SIZE & FIT ISSUES

If jewellery doesn't fit: Contact us within 7 days at info@novanila.com with measurements. We offer free resizing/adjustment on most items. Return shipping for adjustments is free (Novanila covers it). Once adjusted, you have full satisfaction guarantee. 

19. DISPUTE RESOLUTION & COMPLAINT PROCESS

If you have a complaint:
1. Email info@novanila.com with full details (we respond within 72 hours) 2. If unresolved within 7 days, we escalate internally for further support
3. If still unresolved, your next steps depend on your location:

19.1 FOR UK CUSTOMERS

You can use Alternative Dispute Resolution (ADR) or pursue legal remedies: • Consumer Ombudsman (www.ombudsman.org.uk)
• Trading Standards (your local authority)
• Small Claims Court (up to £100,000)

• Citizens Advice Consumer Service

19.2 FOR EU CUSTOMERS

You can use the EU Online Dispute Resolution Platform or your national ADR body: • EU Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr/
• Your National ADR Body (varies by country)
• Small Claims Procedure (your country)

• Your National Consumer Protection Authority

Novanila is committed to supporting you and resolving all disputes fairly and within statutory timeframes. Your satisfaction matters to us.

20. CONTACT US

Email: info@novanila.com
Response Time: Within 72 hours (business days)
Website: www.novanila.com | Live Chat: Available during business hours

We are here to help! If you have any questions or concerns, please don't hesitate to reach out. Your satisfaction is our priority.

21. IMPORTANT LEGAL NOTES

21.1 GENERAL LEGAL DISCLAIMER

This return policy is not a substitute for your legal consumer rights. This policy does not limit the consumer protections provided by UK law or EU law. If there is any conflict between this policy and consumer law, the law takes precedence. This is not legal advice - for specific legal matters, consult a qualified legal professional.

21.2 UK CONSUMER RIGHTS STATEMENT

This policy complies with the UK Consumer Rights Act 2015. All statutory consumer rights are preserved. Novanila cannot exclude or limit any liability for death or personal injury caused by our negligence, or for any liability that cannot by law be limited or excluded.

21.3 EU CONSUMER RIGHTS STATEMENT

This policy complies with EU Directive 2011/83/EU. All statutory consumer rights are preserved. In addition to this policy, you have access to the EU Online Dispute Resolution platform. Your national laws provide additional consumer protections that cannot be waived by this policy.

Thank you for shopping at Novanila - Where Quality Meets Elegance!

© 2026 Novanila. All rights reserved. Last Updated: January 2026