Refund policy

# Refund & Returns Policy

_Last updated: 17 June 2026_

At **Novell Home** (operated by RM ECOM) we want you to be happy with your purchase. This policy explains your right to cancel, how to return an item, and how refunds work. Nothing in this policy affects your statutory rights as a consumer.

## 1. Your right to cancel (14-day cooling-off period)

Under the UK Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU on consumer rights, you have the right to cancel your order within **14 days** without giving any reason.

- The cancellation period expires **14 days after the day on which you (or a person you nominate) receive the goods**. For an order delivered in multiple parcels, the period runs from the day you receive the last item.
- To exercise this right, inform us of your decision before the period ends by emailing **support@novell-home.com** with your order number and a clear statement that you wish to cancel.

## 2. Returning the goods

- After telling us you wish to cancel, you must send the goods back **within 14 days**.
- Items must be returned in their **original condition**, unused, and where possible in their original packaging.
- **You are responsible for arranging and paying for the return shipment.** You must organise the return yourself — choose a carrier, pay the return postage, and send the parcel back to us. Return shipping costs are not refunded, except where the item is faulty, damaged, or not as described (see Section 5).
- We recommend using a tracked return service, as you are responsible for the goods until they reach us. We are not liable for items lost in return transit.

The return address will be provided when you contact us, as it may differ depending on the product and supplier.

## 3. Refunds

- Once we receive the returned goods (or proof that you have sent them back), we will refund you **within 14 days**.
- We refund the **full price of the item(s)**. As we offer free delivery, there is no outbound shipping charge to refund.
- **We do not charge any restocking or handling fees** — your refund is not reduced by any return-processing charge.
- Refunds are issued to your **original payment method**. Depending on your bank or provider, it may take a few additional business days for the funds to appear.
- We may reduce your refund to reflect any loss in value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics, and functioning.

## 4. Items that cannot be returned

Certain items are excluded from the right of withdrawal by law, including:

- Goods that have been **unsealed after delivery** and cannot be returned for health-protection or hygiene reasons;
- Goods made to your specifications or clearly personalised;
- Sealed audio/video recordings or software that have been unsealed.

## 5. Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, you are entitled to a **repair, replacement, or full refund** at no cost to you, including return shipping.

- Contact us within a reasonable time at **support@novell-home.com** with your order number and photos of the issue.
- This is in addition to your right to cancel and reflects your statutory rights under the UK Consumer Rights Act 2015 and equivalent EU consumer-protection law.

## 6. Order cancellation before dispatch

If you wish to cancel an order **before it has shipped**, contact us as soon as possible at support@novell-home.com. If the order has not yet been dispatched, we will cancel it and issue a full refund.

## 7. Contact

**RM ECOM (Novell Home)** — Returns
Email: support@novell-home.com
Phone: [+44 20 XXXX XXXX — to be added]
Address: 149 Avenue du Maine, 75014 Paris, France
We aim to respond within 24–48 hours on business days.