Returns Policy

Overview

We want you to be completely satisfied with your Novirae Wellness order. This policy explains when you can return a product, how to start a return, and what to expect once your request has been submitted.

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Change-of-Mind Returns — Free Within 30 Days

If you change your mind after receiving your order, you may return it free of charge within 30 days of confirmed delivery. The 30-day window is calculated from the date and time your order was confirmed as delivered, not from the date you placed the order.

Eligible change-of-mind returns are automatically approved and a prepaid Evri return label is emailed to you. You can either print the label or use the QR code at any eligible Evri ParcelShop — no printer required.

To be eligible for a free change-of-mind return the product must be:

• Returned in its original, unopened, and undamaged condition.
• Returned within 30 days of confirmed delivery.
• Not a product that is explicitly excluded from standard returns (see below).

Change-of-mind return requests submitted more than 30 days after confirmed delivery are not automatically approved. They are placed in a manual review queue and our team will assess them on a case-by-case basis. We will contact you with the outcome.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged in transit, or is not the item you ordered, you have additional rights under the Consumer Rights Act 2015. These rights apply regardless of how long ago the item was delivered and are separate from the 30-day change-of-mind window.

Please start a return request and select the appropriate reason (Faulty product, Arrived damaged, or Wrong item received). Our team will review your request and contact you. We may ask for photographs or further information to help us resolve the issue quickly.

Where a product is confirmed as faulty, damaged, or incorrect, return postage is free and we will offer a replacement, repair, or full refund as appropriate.

When You Can Start a Return

Returns can only be started once your order has a confirmed delivered status from our carrier tracking system. We cannot accept a return request before delivery is confirmed — this applies regardless of how the request is submitted.

The following do not count as confirmed delivery and cannot be used to start a return:

• Order placement or payment confirmation.
• Dispatch notification or tracking number creation.
• An in-transit or out-for-delivery status.
• An estimated delivery date.

If your tracking shows your order as delivered but you have not received it, please contact us at support@novirae-wellness.co.uk before starting a return.

How to Start a Return

You can start a return from your order tracking page or from your account area once your order shows as delivered. Select a return reason, and for any additional context select "Other" and provide a brief explanation.

Once your return is approved you will receive an email with:

• A printable PDF return label.
• A QR code for paperless drop-off at an Evri ParcelShop (where available from the carrier).
• Your return reference number.

Please drop off your parcel within the timeframe shown on your label. Labels that expire before use will need to be reissued — contact us if this happens.

Refunds

Once we receive and inspect your return we will process your refund. Refunds are issued to the original payment method. Please allow up to 5–10 business days for the refund to appear, depending on your bank or card provider.

Original delivery charges (where applicable) are refunded in full for faulty, damaged, or incorrect items. For change-of-mind returns, delivery charges are non-refundable where delivery was charged at the time of purchase.

Exclusions

The following items are not eligible for change-of-mind returns:

• Products that have been opened, used, or are no longer in their original condition.
• Products that have been explicitly marked as non-returnable at the time of purchase.

Exclusions do not apply to your statutory rights for faulty, damaged, or incorrect items.

Contact Us

If you have any questions about a return or this policy, please contact us at support@novirae-wellness.co.uk. We aim to respond within one business day.