Returns & Repair

05 / Returns

Your rights come first.

REMNOVA does not offer an additional voluntary change-of-mind return programme for Made-to-Order or custom pieces beyond the rights required by applicable law. Nothing on this page limits your mandatory consumer rights.

Making a standard item after an order is placed does not, by itself, remove a statutory right to cancel. Choosing from standard options does not automatically make an item personalised. A cancellation exception may apply to a genuinely personalised piece or one made to your individual specifications, where permitted by applicable law.

Where EU or UK distance-selling cancellation rights apply and no legal exception applies, you generally have 14 days after receiving your item to notify us that you wish to cancel, without giving a reason. You then have a further 14 days to send it back. Any longer period required by applicable law remains available.

Email us with your order number and a clear statement that you wish to cancel or return the item. We can provide return instructions and the correct return address. Your statutory cancellation notice does not require our approval.

06 / Return costs and refunds

For an eligible return.

For a statutory change-of-mind return, you bear the direct return shipping cost only where applicable law permits and you were informed of this before purchase. Costs relating to defective or incorrectly supplied goods are handled in accordance with your legal rights.

Where a statutory cancellation right applies, refunds include the standard outbound delivery cost as required by law. Refund timing follows applicable legal deadlines; where permitted, reimbursement may be withheld until the goods are returned or proof of return is supplied.

Please handle the piece with care and pack it securely. Where law permits, a refund may be reduced for diminished value caused by handling beyond what is necessary to inspect the item.

07 / Defects or order errors

Let us help resolve it.

If your item arrives damaged, has a manufacturing defect, or is different from what you ordered, email us with your order number and a description of the issue. Include clear photos if possible to help us assess it.

We will address manufacturing defects and errors on our part in accordance with your mandatory rights, including a return, replacement, repair, or refund where required. A custom or personalised order does not lose its legal protection against defects.

08 / Damage during use

Ask us about repair.

If your piece is damaged during use, send us photos and explain what happened. Depending on the nature of the damage, REMNOVA may be able to offer a repair. Repair availability and any costs need to be discussed individually.