This website is operated by NovoH2O. Throughout the site, the terms “we”, “us” and “our” refer to NovoH2O.
Refunds and returns
We are unable to offer a refund on products purchased, unless it is considered fault or not of acceptable quality.
Other Returns, Exchanges or Repairs
We will accept product returns and provide you with a refund or repair where:
We may elect to return the product to the manufacturer/supplier to determine the nature of the problem.
We reserve the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.
How do I exchange items?
We know how disappointing it is when something turns up and it's not quite right; so to arrange an exchange, please contact us for directions on how to return your item at firstname.lastname@example.org
Postage costs will be charged to the purchaser, unless it is deemed to be an error on our part.
Do I need to pay to return my item?
Unfortunately we cannot offer free postage on returns, so please ensure you check the product before ordering. We are not responsible for items that are lost in the post, so we recommend you use a postal service with a tracking option, which also insures you for the value of the package.
Once received, our team will inspect your item/s to determine the nature of the fault. You will be contacted shortly after. As with our standard returns policy, please allow up to 10 working days for us to inspect and process your returned item/s.
Please note, if your item is over 1 month old, it is no longer covered and would be considered to be wear and tear rather than a fault with the item.
Return postage costs will be reimbursed, but only if a genuine item fault is identified. Imperfections caused by unsuitable item wear /use or intentional damage are exempt from the above.