Refund Policy

Novus DNA Ltd is committed to providing high-quality products and clear, fair customer policies.

CHANGE-OF-MIND RETURNS

If you purchase from Novus DNA online, you may notify us that you wish to cancel your order within 14 days after the day you receive it.

For change-of-mind returns, products must be:

• unopened and unused
• in new condition
• in their original packaging
• with the original seal intact

Our supplements and other consumable products are supplied sealed. Where sealed goods are not suitable for return for health protection or hygiene reasons, the right to cancel does not apply once the seal has been broken after delivery.

After notifying us that you wish to cancel, you must return the goods within 14 days.

For change-of-mind returns, the customer is responsible for the direct cost of returning the goods. We recommend using a tracked service and keeping proof of postage.

We do not charge a restocking fee.

REFUNDS

Once a valid return has been received, or you have provided evidence that it has been sent back where applicable, your refund will be processed within 14 days.

Refunds will be made to the original payment method.

For eligible change-of-mind cancellations, we will also refund the cost of our standard outbound delivery service. If you selected a more expensive or enhanced delivery service, we are not required to refund the additional cost above our standard delivery charge.

We may make a reasonable deduction from a refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature and characteristics of the goods.

FAULTY, DAMAGED OR INCORRECT ITEMS

Nothing in this policy affects your statutory rights.

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, quoting your order number and details of the issue. The 48-hour request does not limit or remove your statutory rights.

We may ask for photographs of the item and its packaging to help us assess the issue.

Where goods are faulty, damaged, misdescribed or supplied incorrectly, Novus DNA will provide the remedy required by applicable consumer law. This may include a refund or replacement, and we will cover reasonable return costs where we are legally responsible for them.

UK customers have additional statutory rights in relation to faulty goods under the Consumer Rights Act 2015.

EXCHANGES

We do not offer exchanges for change-of-mind returns.

Where an item is faulty, damaged or incorrect, we may offer a replacement where appropriate.

INTERNATIONAL RETURNS

For customers outside the United Kingdom, Novus DNA applies the same 14-day change-of-mind return period to eligible unopened and sealed products, unless the law in your country provides you with greater rights.

Customers are responsible for the cost of returning change-of-mind international returns.

Customers are also responsible for ensuring that products may legally be imported into and used in their destination country. Customs duties, import taxes and similar charges are generally not refundable by Novus DNA unless required by applicable law.

This does not affect any mandatory consumer rights that apply in your country.

HOW TO START A RETURN

Please contact Novus DNA through our Contact Us page before returning any item.

Do not send a return without contacting us first. We will provide the appropriate return instructions and return address.

ABOUT NOVUS DNA LTD

Novus DNA Ltd is registered in England and Wales.

Company Number: 15030755
Registered Office: 18 The Ropewalk, Nottingham, England, NG1 5DT