Refund policy

Returns

We offer a 14 day return window. You have 14 days from the date you receive your item to request a return.

To be eligible for a return, your item must be in the same condition you received it, unused, with all original packaging and accessories. You will also need your receipt or proof of purchase.

To start a return, contact us at info@bionovu.co.uk. Returns must be requested before you send anything back, items returned without a prior request will not be accepted.

Return postage is the customer's responsibility. We recommend using a tracked service, as we cannot issue a refund for items lost in transit back to us. Once your return is accepted, refunds do not include your original outbound delivery charge.

Returns should be sent to:
109-111 Senhouse Street, Maryport, Cumbria, CA15 6BU

Damages and issues

Please inspect your order on receipt and contact us immediately if an item is faulty, damaged, or incorrect, so we can put things right.

Non-returnable items

The following cannot be returned: perishable goods, custom or personalised orders, sale items, and gift cards.

Exchanges

The fastest way to get what you want is to return your original item, and once accepted, place a new order separately.

Your legal right to cancel (UK customers)

If you are a consumer purchasing online or by phone, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it, for any reason, without needing to give a justification. This is in addition to, not instead of, the return window above. To exercise this right, contact us within 14 days of receipt. You will then have a further 14 days to send the item back. You remain responsible for return postage costs unless we have agreed otherwise.

Refunds

We will notify you once we have received and inspected your return, and confirm whether the refund is approved. If approved, you will be refunded automatically to your original payment method within 10 business days. It can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your return was approved, contact us at info@bionovu.co.uk.