Refund policy
Thank you for choosing The Nova Glow. At The Nova Glow, we take pride in our meticulous attention to detail and commitment to craftsmanship. We take pride in providing high-quality products and services to our valued customers. If, for any reason, you are not satisfied with your purchase, we offer a straightforward refund and return policy to ensure your peace of mind.
30-Day Return Policy:
We gladly accept returns within 30 days of the purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please include the original order confirmation or packing slip when returning an item.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@thenovaglow.store. Please note that returns will need to be sent to the following Address:
Office 12205
182-184 High Street North
East Ham
London
E6 2JA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How to Initiate a Return:
Contact Us: Before returning any items, please contact our return team at support@thenovaglow.store to initiate the return process.
Return Authorization: Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.
Package the Item: Pack the item securely in its original packaging, including any accessories you have provided.
Return Shipping: Customers are responsible for the costs of return shipping unless the return is due to a defect or error on our part. We recommend using a trackable shipping method for returns.
Non-Refundable Items:
- Opened or used products
Damaged or defective items:
If you receive a damaged or defective item, please contact us immediately at support@thenovaglow.store with details and photos of the issue. We will work to resolve the problem promptly.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refund Process:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 15 business days.
Contact Information:
Company Name: The Nova Glow
Phone: +44 2034320520
Email: support@thenovaglow.store
Address: Office 12205
182-184 High Street North
East Ham
London
E6 2JA
Customer Service Available Monday to Friday 9 am to 6 pm BST