Refund policy
Your right to cancel (UK & EU customers)
Under UK Consumer Contracts Regulations (and the equivalent EU rules), you have the right to cancel your order within 14 days of receipt, for any reason, without needing to give a justification. This is a legal right and applies regardless of anything else in this policy.
To cancel, contact us at hello@nourva.co within 14 days of receiving your order.
Return conditions
To qualify for a refund under this right:
- The item must be unused and in its original condition, with all original packaging and accessories included
- You are responsible for the cost of return shipping
- You must contact us before sending anything back — items returned without first requesting a return will not be accepted
Non-returnable items
The following cannot be returned or refunded:
- Consumables that have been opened or used (gel pads, replacement cartridges, refill packs)
- Custom or personalised orders
- Sale items and gift cards
- Any item showing signs of use beyond opening the packaging to inspect it
Damages and issues
Inspect your order on arrival and contact us immediately at hello@nourva.co if an item is defective, damaged, or incorrect. This is separate from the cancellation right above and isn't subject to the return-shipping cost or unused-condition requirements — a faulty item is on us to put right.
Refunds
Once we've received and inspected a returned item, we'll confirm whether the refund is approved. Approved refunds go to your original payment method within 10 business days — allow extra time for your bank to process it. If more than 15 business days pass since approval with no refund received, contact us at hello@nourva.co.
Return address
Returns must be sent to: 6 North Street, Morecambe, LA4 5LR