Refund policy

Novanila Returns & Refund Policy

Last updated: 16 October 2026

1. About this policy

This policy explains how to cancel an order, return an item and get a refund from Novanila. It forms part of our Terms of Service and should be read with our Shipping Policy.

If you are buying as a consumer, nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything here conflicts with those rights, the law wins.

In short:

Changed your mind? You have 14 days from delivery to cancel. You pay the return postage.
Faulty, damaged or not as described? We put it right and pay the return postage.
Earrings can be returned for a change of mind only if they haven't been worn. Please don't put them in your ears to try them.
Refunds are made within 14 days of us getting the item back (or proof you posted it).

2. Who we are

Novanila Jewellery is a trading name of Novanila Ltd, a company registered in England and Wales (company number 17229043).

Registered office: Suite RA01, 195–197 Wood Street, London, E17 3NU, United Kingdom
Returns address: sent to you when you contact us about a return
Email: info@novanila.com
Phone / WhatsApp: +44 7776 604181

3. Changed your mind? Your 14-day right to cancel

You can cancel your order for any reason within 14 days starting the day after you, or someone you named, receive the goods. If your order arrives in more than one parcel, the 14 days run from the day you receive the last parcel.

You can also cancel before we dispatch. If you do, we refund everything you paid, including all delivery charges.

How to cancel: tell us clearly within the 14 days, by:

email to info@novanila.com, with your name, order number and the items you want to return; or
WhatsApp to +44 7776 604181; or
the model cancellation form at the end of this policy (you don't have to use it).

You don't need to give a reason. Telling us why helps us improve, but it's optional.

Then send the items back within 14 days of telling us you're cancelling (see section 8).

4. Condition of returned items

You may handle an item the way you would in a shop to decide whether to keep it: look at it, and briefly hold it up to your neck or ear in front of a mirror with clean hands. Please don't:

wear it out of the house or to an event;
wear it for longer than a quick try-on;
let it touch perfume, make-up, lotion, hairspray or water;
bend, adjust, clean or polish it.

Please return items with their original box, pouch, backing cards, tags and any free gift that came with them.

If an item comes back showing wear or handling beyond what's needed to inspect it, we may reduce your refund to reflect the loss in value. This could be up to the full price if it can no longer be sold. Examples include perfume or make-up residue, scratches, bent settings, missing stones, odour, or missing original packaging. We'll explain any reduction and share photos.

5. Items you can't return for a change of mind

Earrings that have been worn. For hygiene reasons, please don't put earrings through your piercings to try them. Hold them up to your ear in front of a mirror instead. Signs of wear include marks or residue on the posts, bent or scratched posts, or missing backs. If they show any of these, we may reduce your refund by up to the full price (see section 4), and we'll share photos. This doesn't affect your rights if they're faulty or not as described.
Personalised or made-to-order items made to your specification.
Gift cards once any of the value has been used. An unused gift card can be cancelled within 14 days of purchase for a full refund.

Sale and discounted items can be returned for a change of mind in the same way as full-price items.

6. What we refund on a change-of-mind return

Situation	Item price	Delivery charge
You return the whole order	Refunded in full (less any reduction under section 4)	Standard delivery (£3.99) refunded if you paid it
You paid for Express (£5.99) and return the whole order	Refunded in full (less any reduction)	£3.99 refunded; the extra cost of the faster service is not refunded
You return part of an order	Refunded for the items returned (less any reduction)	Not refunded
You cancel before dispatch	Refunded in full	All delivery charges refunded

Return postage for change-of-mind returns is paid by you and is not refunded.
If you used a discount code, we refund the amount you actually paid for the item, not its full price.
If you received a free gift with a promotion, please return it with your order. If it isn't returned, we may deduct its stated value from your refund.
If returning items means your order no longer qualifies for a promotion, we refund the amount you paid less the promotional saving that no longer applies. We'll show you the calculation.
We never charge restocking or admin fees.

7. Faulty, damaged or not as described items

We check every piece before it leaves us. If an item is faulty, damaged or not as described, you're protected by the Consumer Rights Act 2015. Contact us and we'll offer a repair, replacement or refund in line with your legal rights.

We pay the return postage for faulty or not-as-described items. We'll either send you a prepaid label or refund a reasonable postage cost; please ask us before posting.

What isn't a fault. Novanila sells fashion (imitation) jewellery, made from base metal alloys with gold- or silver-tone finishes, cubic zirconia (American Diamond, AD), glass, kundan-style stones, faux pearls and beads. The following are not faults:

gradual fading or wear of the finish through normal use;
damage caused by water, perfume, cosmetics, chemicals, sleeping or exercising in jewellery;
accidental damage, misuse, or forcing earring posts into piercings they don't fit (if you're unsure about a post or closure, message us before you buy);
natural variation in hand-finished stones, beads or colour between screens;
skin sensitivity to fashion jewellery metals, unless the item breaches UK safety limits.

Please follow the care guidance in our FAQ to keep your pieces looking their best.

Damaged in transit or missing items: please tell us within 48 hours of delivery so we can claim from the carrier. Our Shipping Policy (section 7) explains this. You keep your legal rights if you tell us later.

8. How to send a return

Contact us first at info@novanila.com or on WhatsApp with your order number. We'll confirm the returns address and what to include.
Pack the item securely in its original Novanila box and packaging, with a note of your name and order number.
Post it to the returns address we send you.
Use a tracked service (for example Royal Mail Tracked 48) and keep your proof of postage. Until the parcel reaches us, it is your responsibility. If it's lost on the way back without proof of postage, we may not be able to refund you.
Pay the right postage. We can't accept parcels with postage to pay.

9. Refund timing and method

We refund within 14 days of receiving your return, or of you giving us proof you've posted it, whichever is earlier. If you cancel before dispatch, we refund within 14 days of you telling us.
Faulty items rejected within 30 days are refunded within 14 days of us agreeing the item is faulty.
Refunds go to your original payment method. We can't refund to a different card or account.
PayPal / Apple Pay / Google Pay / Shop Pay: credited back to the same account or card.
Klarna: we refund Klarna, and Klarna updates your payment plan or refunds you directly.
Your bank or provider may take a few extra working days to show the credit.

10. Exchanges

We don't offer direct exchanges for a change of mind. Please return the item for a refund under section 3 and place a new order for the piece you'd like. This is the quickest way to secure stock.

For faulty or not-as-described items, we'll gladly send a replacement of the same item if it's in stock, at no cost to you.

11. Refused and uncollected parcels

If you refuse a delivery, or don't collect your parcel and it comes back to us, we refund the items and the original standard delivery charge, minus the direct cost of the parcel being returned to us. We'll tell you the amount before we deduct it.

12. Gifts

If you received a Novanila item as a gift, please ask the person who bought it to contact us. Refunds can only be made to the original payment method of the person who placed the order. Price-free delivery notes are available on request.

13. Business customers and resale

This policy's change-of-mind rights apply to consumers buying for personal use. If you buy as a business or for resale, the 14-day cancellation right does not apply. We will still put right any item that is faulty or not as described, as the law requires.

14. Fair use

We want returns to be easy for genuine customers. We keep records of orders and returns. We may refuse future orders, with a full refund of anything paid, from anyone who:

repeatedly returns items that have clearly been worn (for example, worn to an event and then returned);
returns different or counterfeit items;
otherwise misuses this policy.

15. Complaints

If you're unhappy with anything, please contact us first at info@novanila.com or on WhatsApp +44 7776 604181. We aim to reply within 2 working days and to resolve complaints within 14 days. If we can't resolve it, Citizens Advice (citizensadvice.org.uk, 0808 223 1133) can give you free advice.

16. Changes to this policy

We may update this policy from time to time. The version that applies to your order is the one on our website when you placed it.

17. Contact us

Email: info@novanila.com
WhatsApp / phone: +44 7776 604181 — Monday to Friday 9am–8pm, Saturday 10am–6pm
Returns address: contact us first and we'll send you the returns address

Model cancellation form

Complete and return this form only if you wish to cancel your order. You can also simply email or WhatsApp us.

To: Novanila Ltd, info@novanila.com, Suite RA01, 195–197 Wood Street, London, E17 3NU

I hereby give notice that I cancel my contract of sale of the following goods:

Order number: ____________
Item(s): ____________
Ordered on / received on: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature (only if sent on paper): ____________
Date: ____________