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Returns & Exchanges

At Novurastor, we want you to feel completely confident shopping with us. Every item is covered against manufacturing defects, and we will happily exchange or refund anything that arrives different from what you ordered.

Your 14-Day Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. Once you've told us you'd like to cancel, you then have a further 14 days to send the item back to us.

To cancel, email us with your order number and the item you'd like to return. Once we receive it back in its original condition, we'll issue your refund — including standard delivery cost — within 14 days.

Please note: you're responsible for the cost of returning the item unless it's faulty, and we may deduct an amount if the item's value has been reduced through unnecessary handling.

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged or different from what you ordered, contact us within 30 days of receipt with your order number and photos of the issue. Under the Consumer Rights Act 2015, you're entitled to one of the following:

• A full refund, if the fault is reported within 30 days of receipt

• A free repair or replacement

• A price reduction, if repair or replacement isn't possible

We'll review your claim and get back to you within 7 working days with next steps.

Refund Method & Timing

Refunds are issued to the original payment method used at checkout. Please allow up to 14 days for us to process it — your bank or card provider may take a little longer to show it on your statement.

Privacy Policy

Novurastor takes your privacy seriously and handles your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What We Collect

We collect the information you provide when placing an order — your name, email address, delivery address and order details. Card details are processed securely by our payment provider and are never stored on our own servers.

How We Use Your Data

We use your information to process and deliver your order, respond to enquiries, and — only with your consent — send you updates about new products and offers. You can unsubscribe from marketing emails at any time.

Your Rights

Under UK GDPR, you have the right to access, correct or request deletion of your personal data. To make a request, contact us by email. If you're ever unhappy with how we've handled your data, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

Sharing Your Data

We only share your information with trusted third parties necessary to fulfil your order — such as couriers and payment processors — or where we're required to by law.