1. Return policy at a glance

*Our 5-business-day operational processing period applies once the applicable return has been received and assessed. Where mandatory law gives you a different refund deadline or starting point, the statutory rule takes precedence.

Business days are Monday through Friday, excluding applicable public holidays.

2. Our voluntary 30-day return policy

NovaGlowJewels offers a voluntary 30-calendar-day return window beginning on the date your order is delivered.

For an ordinary change-of-mind return under this commercial policy, the item should be:

• unused and unworn beyond what is reasonably necessary to inspect it;
• undamaged and unaltered;
• complete, including all parts and accessories supplied with it;
• returned with its original packaging, tags, pouch, box or other supplied presentation materials where reasonably possible.

The 30-day commercial policy is additional to your mandatory legal rights. It does not shorten or replace rights relating to statutory cancellation, faulty goods, incorrect goods or products that are not as described.

3. How to return an item

If you wish to return an item, you may email support@novaglowjewels.com so that we can assist with the return and identify your order.

When contacting us, it is helpful to provide:

• your order number;
• the item or items you wish to return;
• any information reasonably necessary for us to identify your order.

Contacting customer support is not required merely to obtain the return address, and it is not an approval requirement for exercising a valid UK statutory cancellation right.

Return address

Eligible returns should be sent to the following return centre:

Please ensure that the parcel contains enough information for the return to be linked to your order. We recommend keeping your proof of shipment until the return and refund have been completed.

4. Return shipping costs

Change-of-mind returns

For an eligible voluntary or change-of-mind return, the direct cost of sending the goods to the return centre is the customer's responsibility, where permitted by applicable law.

Return shipping costs can vary depending on the carrier, parcel size, parcel weight and shipping service selected.

NovaGlowJewels does not add a separate return-handling or restocking fee to an eligible ordinary return unless such a charge is clearly disclosed and legally permitted.

Defective, damaged, incorrect or non-conforming goods

If an item is defective, damaged on arrival, incorrect or otherwise fails to meet applicable legal requirements, we will not make you bear return costs that the seller is legally responsible for.

Contact us before arranging such a shipment so that we can review the issue and provide the appropriate remedy and return instructions.

5. United Kingdom — statutory right to cancel

If you are a consumer in the United Kingdom and the statutory distance-selling cancellation right applies, you generally have 14 calendar days after receiving the goods to tell us that you wish to cancel the contract, without giving a reason.

Where one order contains several goods delivered separately, the cancellation period normally runs from receipt of the last applicable item.

You can exercise this right by sending a clear cancellation statement to support@novaglowjewels.com . You may also use our Model Cancellation Form.

Use of the model form is optional. You do not lose the right to cancel merely because you used another clear statement.

After notifying us of your cancellation, you generally have a further 14 calendar days to send the goods back.

Goods may be returned to the return centre listed in section 3 above.

For a statutory change-of-mind cancellation, the direct return cost is borne by the customer where applicable and where that responsibility has been properly disclosed.

6. UK statutory cancellation refunds

Where a valid UK statutory cancellation applies, we will reimburse the amounts required by law using the same means of payment used for the original transaction unless you expressly agree otherwise.

For goods, we may withhold the reimbursement until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first, where applicable law permits us to do so.

The statutory refund will be made within the legally required period. Our normal operational target is to process an applicable refund within 5 business days once the relevant return/refund conditions have been satisfied.

Where original standard delivery charges were paid and UK law requires those charges to be reimbursed following cancellation, we will reimburse the amount required by law. NovaGlowJewels currently offers free standard shipping, so there is ordinarily no standard outbound shipping charge to reimburse.

7. Handling and diminished value

UK customers exercising the statutory cancellation right may inspect goods in a way that would reasonably be permitted in a physical shop.

Where legally permitted, we may make an appropriate deduction from a statutory cancellation refund if the value of the goods has been diminished because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

Opening packaging or reasonably inspecting an item does not automatically remove your statutory cancellation right.

8. Exceptions to statutory cancellation

A statutory cancellation exception applies only where the legal conditions for that exception are genuinely met.

For example, goods genuinely made to a customer's specifications or clearly personalised may fall within a statutory exception where applicable law provides one.

We do not treat an item as excluded from statutory rights merely because it was discounted, included in a promotion or marked as a sale item.

9. Sale and promotional items

Discounted or sale-priced products remain covered by mandatory consumer rights in the same way as full-price goods.

Unless a lawful and clearly disclosed product-specific exception applies, an item's discounted price does not by itself make it ineligible for the NovaGlowJewels 30-day commercial return policy.

10. Faulty, damaged, incorrect or non-conforming goods

If your item arrives damaged, is defective, is not what you ordered or otherwise does not conform to applicable legal requirements, contact support@novaglowjewels.com .

Please include your order number and a description of the issue. Photographs may be useful where they help us understand damage, an incorrect item or another visible problem, but a request for photographs does not remove or restrict your mandatory consumer rights.

There is no separate 7-day reporting deadline that replaces or shortens mandatory rights for defective or non-conforming goods.

United Kingdom customers

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Where applicable, UK consumers have a short-term right to reject faulty goods within 30 days, and further remedies such as repair, replacement, price reduction or a final right to reject may apply depending on the circumstances.

These statutory rights are independent of the voluntary 30-day change-of-mind return policy.

United States customers

United States customers retain any mandatory rights and remedies that apply under relevant federal or state consumer law. Nothing in this policy is intended to waive a right that cannot legally be waived.

11. Refund processing

For eligible returns under our voluntary commercial policy, once the return has been received and assessed, NovaGlowJewels processes the refund within 5 business days.

Refunds are normally issued to the original payment method. We do not require you to accept store credit instead of a monetary refund where you are legally entitled to a monetary refund.

After we issue a refund, your bank, card issuer or payment provider may require additional time to make the amount visible in your account. That provider processing period is separate from NovaGlowJewels' 5-business-day processing period.

If mandatory law requires an earlier or different refund deadline, that statutory requirement takes precedence.

12. Exchanges

NovaGlowJewels does not currently offer direct exchanges.

If you would prefer another product, size or style, you may return the original eligible item under this policy and place a separate new order.

This does not affect any legal right to repair or replacement that may apply to defective or non-conforming goods.

13. Returns lost in transit

When arranging your own change-of-mind return shipment, we recommend using a service that provides appropriate proof of posting or tracking and keeping that evidence until the return has been completed.

Any allocation of risk for a return remains subject to applicable law. Nothing in this policy transfers risk to you where the law places that risk on the seller.

14. Undeliverable or refused parcels

If a parcel cannot be delivered because the delivery information supplied with the order was materially incorrect or incomplete, or because delivery was refused or not collected, contact us so that we can determine the appropriate next step.

Where an additional delivery or return cost is genuinely caused by the customer's error and applicable law allows that cost to be charged or deducted, we will explain the amount before taking further action where appropriate.

This section does not reduce rights relating to cancellation, defective goods or failures for which NovaGlowJewels is legally responsible.

15. Business information and contact

NovaGlowJewels is operated by:

Email: support@novaglowjewels.com

This is our legal business address and is not our customer return address. Returns should be sent to the return centre listed in section 3 of this policy.

16. Related information

• Terms & Conditions
• Shipping Policy
• Frequently Asked Questions
• Track Your Order
• Contact Us