Refund & Returns Policy

Last updated: 22 October 2026

At Novell Home (operated by RM ECOM) we want you to be completely happy with your purchase. That's why we offer a 30-day money-back guarantee: you can return any item within 30 days of receiving it for a full refund. This policy applies to orders delivered in the United Kingdom, Canada and Australia. Nothing in this policy affects your statutory rights as a consumer.

1. How to start a return

  • Email support@novell-home.com within 30 days of delivery, with your order number and a note that you'd like to return.
  • We'll reply with the return address (it can differ depending on the product).

2. Condition & return shipping

  • Items must be returned in their original condition, unused, and where possible in their original packaging.
  • You arrange and pay for return shipping, including from Canada or Australia. Return postage is not refunded, except where the item is faulty, damaged, or not as described (see Section 4).
  • Use a tracked service — you are responsible for the goods until they reach us.

3. Your refund

  • Once we receive your returned item (or proof you've sent it), we process your refund within 14 days, to your original payment method.
  • We refund the full price of the item(s). As delivery is free, there is no outbound shipping charge to refund.
  • We do not charge any restocking or handling fees.
  • We may reduce your refund to reflect any loss in value caused by handling the goods beyond what is necessary to check them.

4. Faulty, damaged or incorrect items

You are entitled to a repair, replacement, or full refund at no cost to you, including return shipping. Contact support@novell-home.com with your order number and photos. This reflects your rights under the UK Consumer Rights Act 2015, the consumer protection laws of your Canadian province or territory, and the Australian Consumer Law. For Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

5. Cancelling before dispatch

To cancel before your order ships, contact us as soon as possible. If it hasn't been dispatched, we'll cancel it and refund you in full.

6. Contact

RM ECOM (Novell Home) — Returns
Email: support@novell-home.com
Phone: +44 7458 634833
Address: 149 Avenue du Maine, 75014 Paris, France
We aim to respond within 24–48 hours on business days.