Returns

We want you to be completely happy with your purchase. If something isn't right, here's everything you need to know about returning an item or making a claim.

Your right to cancel

You have the right to cancel your order within 14 days of receiving your items, for any reason, without needing to provide an explanation. This is your statutory right under the Consumer Contracts Regulations 2013.

Once you've notified us of your wish to cancel, you have a further 14 days to return the item(s) to us.

Please note that items which have been installed cannot be returned for change of mind reasons. If you are unsure whether a product is right for you, we recommend contacting us before installation.

How to start a return

Please don't send anything back without contacting us first.

  1. Email hello@novalighting.co.uk with your order number, the item(s) you're returning, and the reason.
  2. We'll reply within 1-2 business days with return instructions and a return address.
  3. Pack the item securely in its original packaging and send it back using a tracked service.
  4. Once received and inspected, we'll process your refund within 5-7 business days.

Return postage

Unless the item is faulty or we've made an error, return postage costs are the customer's responsibility. We recommend using a tracked service as we can't be responsible for items lost in transit.

Refunds

Refunds are issued to your original payment method within 5-7 business days of us receiving and inspecting the return. You'll receive a confirmation email once processed. Please allow a few additional days for your bank to clear the payment after we've issued it.

Refunds will include the original standard delivery charge where the return is due to a fault or error on our part.

Exchanges

If you'd like a different product, the quickest way is to follow the returns process above and place a new order for the replacement at the same time.

Non-returnable items

The following items are not eligible for return unless faulty:

  • Items that have been installed
  • Items cut to length or made to custom specifications
  • Items specially ordered outside of our standard range

Faulty or damaged items

Damage on delivery

If your item arrives damaged, please email hello@novalighting.co.uk with:

  • Your order number
  • A description of the damage
  • Clear photos showing the issue

Important: Delivery damage must be reported within 48 hours of receiving your order. We are unable to accept damage claims outside of this window as we cannot verify that damage occurred in transit rather than after delivery.

Faults within the returns window

If your item develops a fault within 14 days of delivery, please contact us at hello@novalighting.co.uk with your order number, a description of the fault, and clear photos where possible. 

Faults outside the returns window — manufacturer warranty

If a fault develops after the 14-day returns window has closed, this falls under the manufacturer's warranty rather than our returns policy. Warranty terms vary by brand and product — please check your product documentation for details.

We're happy to assist you in submitting a warranty claim to the manufacturer and will act as a point of contact where we can. However, please be aware that:

  • The warranty is provided by the manufacturer, not by Nova Lighting
  • The outcome of any warranty claim is at the manufacturer's discretion
  • We are not liable for a manufacturer's decision to repair, replace, or decline a claim
  • Warranty claims may require the item to be returned to the manufacturer directly

If you believe your item has developed a manufacturing fault, contact us at hello@novalighting.co.uk and we'll do our best to help.

Need help?

If you have any questions about returning an item or aren't sure whether your situation is covered, please don't hesitate to get in touch. We'd always rather help you find the right solution than leave you stuck.

Email: hello@novalighting.co.uk
We aim to respond within 1-2 business days.