Refund policy

 

1. Introduction

At Novem Vitas Limited, we are committed to providing high-quality products. However, if you need to return an item, this policy outlines the conditions and process for returns.

2. Return Period

You have 14 days from the date you receive your item to request a return. This complies with the Consumer Contracts Regulations 2013, which give you the right to cancel your order within this period.

3. Eligibility for Returns

To be eligible for a return, the item must meet the following conditions:

- The item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

- You must provide the receipt or proof of purchase.

Non-returnable Items

Certain items are not eligible for return:

- Custom products (including special orders and personalised items)

- Sale items and gift cards

4. Return Process

To start a return, contact us at nina@novemvitas.com. Once your return is approved, we will send you instructions on how to send your package. Returns sent back to us without prior approval will not be accepted.

Return Shipping Costs

- If you are returning an item because you no longer want it, you will be responsible for the cost of return shipping.

- If you are returning an item due to it being defective, damaged, or incorrect, we will cover the cost of return shipping.

Inspection of Returned Items

- If you claim that an item is faulty, defective, or incorrect and we find upon inspection that the item is in perfect condition or does not match your claim, you will be responsible for the cost of return shipping. We will deduct this cost from your refund.

Return Address

Self Made Studios

42 Market Pl, Bishop Auckland DL14 7PB

If you are returning an item from outside the United Kingdom, please note that shipping may take longer than expected.

5. Damaged or Incorrect Items

Please inspect your order upon receipt and contact us immediately at nina@novemvitas.com if the item is defective, damaged, or incorrect. Any photos you can send that help us to understand the nature of the defect are helpful. We will evaluate the issue and make it right.

6. Exchanges

The quickest way to get the item you want is to return the original item and place a new order. Once the return is accepted, you can purchase the new item separately. You will be responsible for the cost of return shipping for the product you wish to exchange.

7. Refunds

Once we receive and inspect your return, we will notify you about the approval status of your refund. If approved, you will be refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at nina@novemvitas.com.

8. European Union Right to Cancel

If you are a customer in the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must meet the eligibility criteria outlined above.

9. Contact Information

For any return questions or issues, please contact us at:

- Email: nina@novemvitas.com

- Business Registration Number: 13692491

VAT Number: 396593533