Return & Refund Policy
NOVAMALL is happy to accept returns if you change your mind about your purchase. We operate a 14-day return policy in accordance with the UK Consumer Contracts Regulations, which means you have 14 days after receiving your item to request a return.
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 delivery note as proof of purchase.
To start a return, you can contact us at info@asianova.co.uk. Please note that returns will need to be sent to the following address: Asia Nova Limited, Unit 202, China House, 401 Edgware Road, London NW2 6GY.
Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error. 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.
You can always contact us for any return question at info@asianova.co.uk.
We will reply within our office hours.
NOVAMALL Office Hours: Monday to Friday 10:00 – 17:30 (Public and Bank Holidays Off).
Damages and issues
NOVAMALL prepares customer orders carefully. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you receive any damaged items, please accept our apologies and contact us as soon as possible so we can arrange a refund or to resend the item.
If an item you have received is faulty, please contact our customer service team with a picture of the defect. We are happy to provide you a full refund. Depending on the type of product, we might arrange for a return to NOVAMALL.
If you find that any item is missing from your order, please carefully check the full contents of your parcel. Your item may be wrapped in packing paper or cardboard supports. Some small items may be hidden within the packaging materials. If you still cannot find your missing item, please contact us immediately so that we can arrange either a full refund or to resend your item.
If you have received an incorrect item, please check your delivery note and see if your incorrect item is not substitute for out of stock items. If you are sure the item is incorrect, please contact us immediately so that we can send the correct item. We may ask you to return the incorrect item. If this is the case we will cover any return postage costs.
* Canned items may be dented during shipping even wrapped with our protective material. Please consider this before purchasing. No refund will be given in such cases in certain situation.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@asianova.co.uk