Refund policy

We want you to love your purchase from NÓVU, but if something isn’t quite right, we’re happy to help with a return or exchange.

You have a maximum of 28 days to return your order:

• Step 1: Register your return within 14 days of receiving your order.

• Step 2: Once registered, you have a further 14 days to return your item and ensure it is delivered back to us, from the point of registering your return.

How to Start a Return

Simply visit our returns portal to register your return:

Take me to the returns portal

If you need help at any stage, our team is here for you at support@no-vu.com

Shipping Your Return (UK)

Returning your item is simple and seamless. Just follow these steps:

1. Log your return online using our returns portal.

2. Select the item(s) you’d like to return and tell us the reason for the return.

3. Choose your preferred resolution – we offer flexible options to best suit you:

   • Refund to original payment method

   • Store credit

   • Gift card

   • Exchange for a different size or item

4. Pay the return label fee to generate your unique QR code.

5. Take your parcel to your local Post Office, present the QR code at the counter, and hand over your return — no printing required.

You can track the progress of your return and stay updated at every stage via the returns portal. We aim to process your return as quickly as possible and keep you informed along the way.

For any further support, our friendly team is here to help at support@no-vu.com

Returns procedure Worldwide ORDERS:

You have 14 days to inform us of a return from the attempted delivery date, or the date the parcel becomes available for collection at a pickup point.

You can submit a return via our returns portal. 

You have a further maximum of 14 days from informing us of a return to ensure the package arrives back at our warehouse. For Worldwide shipping you are responsible for ensuring the return arrives back within 14 days of shipment. 

Guidelines:

• We advise the package is sent, tracked and signed via a reliable courier

• The parcel must be shipped within the 14-day window

• Package will have a further 14 days to reach our dept. 

• A refund will be processed upon arrival at our depot.
  

Returns procedure Worldwide Orders:

You have 14 days to inform us of a return from the attempted delivery date, or the date the parcel becomes available for collection at a pickup point.

You can submit a return via our returns portal. 

You have a further maximum of 14 days from informing us of a return to ensure the package arrives back at our warehouse. For Worldwide shipping you are responsible for ensuring the return arrives back within 14 days of shipment. 

Guidelines:

• We advise the package is sent, tracked and signed via a reliable courier

• The parcel must be shipped within the 14-day window

• Package will have a further 14 days to reach our dept. 

• A refund will be processed upon arrival at our depot.

Christmas Returns

To provide a smoother shopping experience during the busy season, we’re extending our returns window:

Orders placed between Monday 24th November – Sunday 21st December 2025:

- Customers have until 4th January 2026  to return their items.
- As long as the return is shipped before 4th January, and tracking confirms this, the order will be eligible for a refund.

Orders placed AFTER 21st December 2025:

- Standard 14-day returns policy applies.

Return Conditions

To make sure your return is processed smoothly, please send items back in their original condition:

• New and unused

• Tags still attached

• In original packaging

• With proof of purchase

Helpful Note About Delivery

Our 14-day return period begins from the first delivery attempt to your address. If you redirect your parcel or collect it late from a pickup point, the return window still begins from that first attempt — so please collect your parcel as soon as you can.

Reprocessing & Care Fees

We kindly ask that items are returned neatly and carefully, just as you received them. If extra care is needed to return an item to a sellable condition (e.g. steaming, ironing, cleaning, repackaging), a reprocessing fee may be deducted from your refund.

Items returned in a used or damaged condition may be sent back to you if they can’t be restored.

Exchanges

Want a different size or style? No problem.
The quickest way to exchange is to:

1. Return your item via our returns portal

2. Place a new order for the item you’d like instead
   Alternatively, you can request an exchange when you submit your return.

Refunds

Once your return arrives with us, we’ll inspect it and process your refund within up to 14 working days. Refunds are issued to your original payment method. Your bank may take a little extra time to show the funds.

Late Returns

If we receive your return after the 14-day return window (without prior approval), we may not be able to accept it. If you're concerned about timing, just email us before sending, we’re happy to help where we can.

Customers who do not return their item within the 28-day return window and therefore are no longer eligible for a refund can contact Customer Service and may still be able to return the item for store credit (SC).

However, the store credit issued will be limited to the current online value of the item at the time of return, not the original amount paid.

Damaged or Faulty Items

We’re so sorry if something arrives damaged or not as expected. Please contact us straight away with photos so we can fix the issue quickly.

Bundle Offers Policy

We love giving our customers the chance to save through bundle offers - like Buy 2 Get 1 Free or Buy 3 Get 2 Free on selected t-shirts. These promotions are designed to give you the best value when you keep the full bundle together.

To keep things fair for everyone, here’s how our bundle pricing works when items are returned:

1. Bundle discounts only apply when the full bundle is kept.
   Our bundle savings are based on buying and keeping all the items included in the offer. If part of the bundle is returned, the offer no longer applies.
   
   

2. Refunds are adjusted based on standard prices.
   When only some of the items from a bundle are returned, the remaining items are charged at their regular, non-discounted price (£40 each). Your refund will be recalculated to reflect that.
   
   Example:
   
   

Offer: Buy 3 Get 2 Free — five t-shirts at £40 each.

Total paid: £120 (two shirts free).

If one paid shirt is returned, the remaining four revert to standard pricing (£40 each = £160), so the refund will be adjusted accordingly.

1. Returning the full bundle.
   If you return the entire bundle together, you’ll receive a full refund of the amount you paid for the offer.
   
   

2. Exchanges.
   Need a different size or colour? No problem! You can exchange items within a bundle without losing your discount, as long as the total number of items stays the same.

Exchanges.
Need a different size or colour? No problem! You can exchange items within a bundle without losing your discount, as long as the total number of items stays the same.

Special Items

• Panama Hats – These are delicate and must be returned in perfect condition and securely packaged. Hats returned damaged or misshaped may not qualify for a refund.

• Non-returnable items – We can’t accept returns for personalised items, beauty or hygiene products, perishable goods, hazardous materials, flammable items, sale or final clearance items, or gift cards.