Refund policy

REMNOVA

Refund Policy

Last updated: October 12, 2026

Returns, cancellations, refunds, defects, and repair enquiries for your REMNOVA order.

1. Returns and mandatory consumer rights

Most REMNOVA pieces are made after an order is placed. 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 in this policy excludes or limits your mandatory consumer rights.

A standard design is not automatically excluded from statutory withdrawal rights merely because it is made after you order. Choosing from standard options does not automatically make an item personalised. An exception may apply to genuinely personalised goods or goods made to your individual specifications where applicable law permits it.

2. How to notify us of a return

Where EU or UK distance-selling withdrawal rights apply and no legal exception applies, you generally have 14 calendar days after receiving your item to notify us that you wish to cancel. You then have a further 14 calendar days from that notice to send the goods back. Longer periods or different rights required by applicable law take priority.

Email webmone235@gmail.com or use our Contact page. Include your name, order number, and the items concerned, together with a clear statement that you wish to cancel or return them.

You do not need to give a reason when exercising an applicable statutory withdrawal right. A clear statement is sufficient; a particular form or our approval is not required.

3. Return instructions

Contact us for the correct return destination and instructions before posting a parcel. We will provide the return details by email. Do not send goods to an unconfirmed address. Your statutory cancellation notice does not depend on receiving approval from us.

Please pack the item securely and include supplied accessories. A tracked return service and proof of postage are recommended so the parcel can be traced. Delays in providing instructions do not remove your mandatory rights.

4. Handling the item

You may inspect an item to establish its nature, characteristics, and functioning. Please handle it carefully. Original packaging is helpful where available, but its absence alone does not remove a statutory withdrawal right.

Where permitted by law, a refund may be reduced for diminished value caused by handling beyond what is necessary to inspect the goods. We will explain any reduction. Different rules apply to defective or incorrectly supplied goods.

5. Return shipping costs

For an eligible statutory change-of-mind return, you bear the direct return shipping cost only where applicable law permits and this was disclosed before purchase. We do not charge a separate restocking fee.

If we supplied an incorrect item or an item is defective, contact us to arrange the appropriate remedy and any necessary return or collection. Necessary return costs are handled in accordance with your mandatory rights.

6. Refunds

For an eligible statutory withdrawal, we refund the relevant purchase payment and standard outbound delivery charge where required by law. If you chose a more expensive delivery option, the additional cost above the least expensive standard option need not be refunded where legally permitted. Partial-order returns are assessed according to applicable rules.

Where the statutory 14-day reimbursement rule applies, we reimburse you within 14 calendar days of receiving your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the returned goods or evidence that you sent them back, whichever occurs first.

Refunds are made to the original payment method unless another method is expressly agreed without additional cost to you. Your payment provider may take additional time to display the credit. Refunds for defective goods or other remedies follow applicable legal requirements.

7. Damaged, defective, incorrect, or missing orders

If a parcel arrives damaged, the item is defective, or you receive something different from what you ordered, email webmone235@gmail.com with your order number and a description. Photographs of the item and packaging are helpful, but are not an absolute condition of statutory remedies.

We will assess the issue and provide the appropriate remedy under applicable law, which may include repair, replacement, a price reduction, or refund. Custom and personalised pieces retain their mandatory protection against defects and misdescription.

If an order does not arrive, contact us so we can investigate with the carrier. Change-of-mind return periods do not limit mandatory rights relating to defects or non-delivery.

8. Order changes, cancellations, and exchanges

If you want to cancel or change an order before dispatch, tell us promptly. We will review its status and discuss the next steps. Contacting us early helps with production arrangements; it does not waive any mandatory cancellation rights.

If you would like an exchange, contact us so we can check the available options and production arrangements. An exchange is not guaranteed and does not replace a refund remedy you are legally entitled to receive.

9. Damage during use and repair

If your piece is damaged during use, send photographs and explain what happened. Depending on the nature of the damage, REMNOVA may be able to offer a repair. Availability and any costs are discussed individually. This service does not replace mandatory remedies for defects.

10. Contact

For returns, cancellations, refunds, or repair enquiries, email webmone235@gmail.com. Include your order number where relevant. Our Made to Order & Shipping page explains production and delivery.

If applicable law provides longer periods or different remedies, those rights take priority over conflicting wording in this policy.