Refund policy

30-Day Returns

We hope you love your NOUVE order. If something isn’t right, you can request a return within 30 days of receiving your order.

To be eligible for a return under our voluntary 30-day returns policy after any applicable statutory cancellation period, the item must be unused, in the same condition in which you received it, and returned with its original packaging. You’ll also need your order number or other proof of purchase. These conditions do not limit any statutory cancellation or other consumer rights you may have.

To request a return, contact us at hello@nouvehome.com before sending anything back. If your return is accepted, we’ll provide you with the appropriate return instructions and return address.

The return address may vary depending on your order, so please do not return an item to the sender address shown on your parcel, our business correspondence address, or to any other address unless instructed by us. Returns sent without prior authorisation may not be accepted.

Unless the item is faulty, damaged, incorrect, or we tell you otherwise, customers are responsible for the cost of returning an item.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, faulty, or you receive the wrong item, contact us at hello@nouvehome.com as soon as possible with your order number and, where helpful, photographs or video showing the issue.

We’ll assess the issue and arrange an appropriate solution. Where required by applicable consumer law, this may include a replacement, repair or refund and reasonable return costs.

Please do not dispose of or return a damaged, faulty or incorrect item until we have provided you with instructions.

Cancellations and Consumer Rights

Nothing in this policy affects your statutory rights.

If you are a UK consumer purchasing online, you may have a legal right to cancel your order within 14 days of receiving your goods, subject to applicable exceptions. After notifying us of a cancellation, you will normally have a further 14 days to return the goods.

To exercise a statutory cancellation right, contact hello@nouvehome.com with your order details.

Non-Returnable Items

Certain products may not be eligible for return where an exception under applicable consumer law applies, including certain personalised or made-to-order goods and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Gift cards cannot be returned.

If you’re unsure whether an item is eligible for return, contact us at hello@nouvehome.com before sending it back.

Exchanges

We do not currently offer direct exchanges. If you would like a different item, please request a return and place a new order once your return has been arranged.

Refunds

Once we receive and inspect an eligible return, we’ll let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Where you exercise an applicable statutory cancellation right, we will also refund any standard delivery charge that we are legally required to refund. Additional costs resulting from your choice of a more expensive delivery method are not refundable beyond the cost of our standard delivery option.

Please allow up to 10 business days after we process the refund for it to appear, depending on your bank or payment provider.

Where applicable law requires different refund timing or treatment, those legal requirements will apply.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact hello@nouvehome.com.