Refund Policy

Refund Policy

-----

Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase with your refuend request sent to hello@novomins.com.
 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error or returned after 14 days will not be eligible for a refund or exchange.

Cancelling Subscription Accounts

With all subscription accounts we will require a minimum of 2 orders before your subscription account can be cancelled, if you wish your account cancelled after placing your first order this will not be accepted under our terms of service. After your second order if you wish to cancel your subscription account please contact us at hello@novomins.com and we will be happy to help otherwise you will have a link to your account via an email that was sent when you activated your account.

Returns for Subscription Customers

With all subscription orders, due to the nature of the automatic shipping every 30 days, we require a minimum of 3 business days notice prior to your order being shipped if you wish to cancel or amend your subscription. Once a subscription is triggered (and you receive an email confirming it is being shipped) it is sent for immediate dispatch. If your order has already shipped, we will not be able to issue a refund. We will accept a refund if your order has been returned to us, safely and in an unopened state with the safety and hygiene seals intact, a refund will applied and can take up to 5 working days.


Refunds
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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at hello@novomins.com

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@novomins.com and send your item to:

Novomins Nutrition
Unit 5A Wesley Drive
Benton Square Industrial Estate
Newcastle upon Tyne
NE12 9UP


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Shipping
To return your product, you should mail your product to:

Novomins Nutrition
Unit 5A Wesley Drive
Benton Square Industrial Estate
Newcastle upon Tyne
NE12 9UP


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £35.00, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Delivery Policy

We aim to have your orders dispatched within 24 hours of receiving your order. If your order comes through to us after our cut off time of 11AM on Friday then your order will be picked up by couriers on the following Monday.
Our standard delivery time is 3-5 working days however we have an option for Next Day Delivery. 
Please note that while we aim to dispatch your orders within the 24 hour window, delivery times are not always guaranteed and may take a little longer to get to you. This will depend on the courier, factors that can delay the delivery times can be weekends / Bank Holidays, weather conditions, postal strikes, busy seasonal times which we are not in control of. 
Please note if you live in Northern Ireland or The Channel Isles your orders may take a little longer to be delivered.

In the unlikely and unfortunate event that your order has still not been delivered please contact us at hello@novomins.com and we will check the tracking numbers, if the order has not been delivered we will arrange for a replacement as soon as possible.

-----