Refund policy

Last updated: 10 September 2026

At HouseNovus, we want you to be satisfied with your purchase. This policy explains how returns, cancellations, exchanges and refunds are handled.

30-Day Returns

We accept returns for both defective and non-defective products.

You may request a return within 30 days of receiving your order.

To be eligible for a standard return, the product should be returned in its original condition and include all accessories, manuals and packaging where reasonably possible.

To request a return, contact:

Email: contact@housenovus.com

Please include your order number, the product you wish to return and the reason for your return. We will provide the applicable return instructions and return address.

Please contact us before sending a return.

Return window: 30 days from delivery
Return method: By mail
Restocking fee: £0 — we do not charge a restocking fee.

UK Right to Cancel

For purchases made online, UK consumers generally have a legal right to cancel an eligible purchase within 14 days after receiving the goods, without providing a reason.

After notifying us of cancellation, you generally have a further 14 days to return the goods.

Our 30-day return policy is offered in addition to applicable statutory rights. Nothing in this policy affects your statutory consumer rights.

Return Shipping Costs

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged in transit or different from what you ordered, please contact us as soon as possible.

Where the return is due to our error or a qualifying fault, HouseNovus will cover the reasonable return shipping cost or provide an appropriate return method.

We may request photographs or other information to help us understand and resolve the issue.

Change of Mind / Customer Remorse

If you return a non-defective item because you changed your mind, ordered the wrong product or no longer want the product, you are responsible for the direct cost of returning it, except where applicable law requires otherwise.

There is no restocking fee.

Condition of Returned Products

Customers may inspect a product as they reasonably would in a physical shop.

We may reduce a refund where permitted by law if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.

Exchanges

Yes, we accept exchanges.

You may request an exchange for an eligible product within 30 days of receiving your order.

To request an exchange, contact contact@housenovus.com with your order number and details of the replacement you require.

Exchanges are subject to product availability.

For a change-of-mind exchange, the customer is responsible for the applicable return shipping cost.

If an exchange is required because the original product is faulty, damaged or incorrect, HouseNovus will cover the reasonable return shipping cost.

If the requested replacement is unavailable, we may offer an alternative or issue an eligible refund to the original payment method.

Refunds

Once we receive your returned product, we will inspect it and notify you about the outcome of your refund.

If the return is approved, HouseNovus will process the eligible refund within 5 business days after the returned product is received and inspected.

Eligible refunds will be issued to the original payment method.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account. This additional banking processing time is outside HouseNovus's control.

For UK statutory cancellations, refunds will always be made within the timeframe required by applicable UK law. Our 5-business-day processing commitment does not limit or replace your statutory rights.

Where required by UK law, eligible standard outbound delivery costs will also be refunded. Additional costs resulting from choosing a more expensive delivery service than our standard option are not refundable beyond the standard delivery amount.

Exceptions

Certain products may be excluded from change-of-mind returns where an applicable legal exception applies. Any such restriction will be clearly disclosed before purchase.

This does not limit your legal rights where goods are faulty, not as described or otherwise fail to meet applicable consumer-law requirements.

How to Start a Return or Exchange

To request a return or exchange:

1. Contact contact@housenovus.com within the applicable return period.

2. Include your order number and details of your return or exchange request.

3. Wait for our return instructions and the applicable return address.

4. Package the product securely and return it according to the instructions provided.

We recommend using a trackable shipping service when returning a product.

Contact Us

HouseNovus
Email: contact@housenovus.com

Customer Contact Address:
14 Terfynfa
Morfa Nefyn
Pwllheli
LL53 6BD
United Kingdom

Customer Service: Monday–Friday, 09:00–17:00 UK time
Response Time: We aim to respond within 1–2 business days.