RETURNS & REFUNDS

Returns & Refunds Policy

Last Updated: July 2026

At NOVA LIVING, every order is important to us. We are committed to providing exceptional customer service and ensuring that your furniture arrives exactly as expected.

Due to the bespoke and made-to-order nature of our furniture, each item is individually manufactured to your chosen specifications. As a result, we do not accept general returns on made-to-order products unless the item is faulty, damaged, or incorrect.

Our aim is to support you throughout your entire journey with NOVA LIVING, from placing your order through to delivery and aftercare.

Faulty, Damaged or Incorrect Items

If your furniture arrives damaged, faulty, or you receive an incorrect item, please contact our Customer Service Team within 14 days of delivery.

We will assess the issue and work with you to provide the most appropriate solution, which may include:

A replacement part.
A replacement product.
A repair where appropriate.
A full refund where applicable.

Any damages must be reported by email within 24 hours of delivery wherever possible.

To help us resolve your issue quickly, we may request photographs or videos showing the damage, fault, or issue with the product.

Please contact us at:

Email: novaliving123@gmail.com

Returns Process

If a return is agreed, the product must:

Be unused and in the same condition as received.
Be safely dismantled before collection.
Include the original packaging where possible.
Be available for collection at the agreed time.

Returns will be arranged around our existing delivery schedule and collection availability.

Please note that customers are responsible for ensuring the item is prepared and accessible for collection.

Refunds

Once your refund has been approved, we will process it as quickly as possible.

Orders Not Yet Delivered

If your order has not yet been delivered and a cancellation has been accepted, your refund will normally be processed within 7 working days of receiving confirmation.

Delivered Orders

For approved returns, refunds will be processed within 7 working days after the returned item has been received and inspected.

Refunds will cover the purchase price of the approved returned item.

For security reasons, refunds will always be issued back to the original payment method used when placing the order.

Failed Deliveries

If you are unavailable to accept your delivery during the agreed delivery date and allocated time slot, a further delivery attempt may be arranged subject to:

Delivery schedule availability.
Vehicle capacity.
Availability within your local area.

Additional delivery charges may apply for failed delivery attempts or redelivery requests.

Exchanges & Replacements

If your furniture arrives with a manufacturing fault or damage, NOVA LIVING will arrange a replacement part or suitable replacement solution at no additional cost.

We will aim to resolve any issues as quickly as possible and arrange the earliest available delivery or service appointment.

Order Cancellations

Orders placed online may be cancelled within 24 hours of purchase.

To request cancellation, please contact us within this timeframe and provide:

Your order reference number.
Your full name.
Contact details used when placing the order.

Approved cancellations will be refunded within 14 days of receiving your cancellation request.

Refunds will be issued to the original payment method used at checkout.

After the 24-hour cancellation period has passed, orders may no longer be cancelled due to the made-to-order manufacturing process.

Bespoke & Made-to-Order Products

Many NOVA LIVING products are individually manufactured to customer specifications, including:

Bespoke beds.
Custom headboards.
Full wall headboards.
Bespoke sofas.
Tailored furniture designs.

Because these products are made specifically for each customer, they cannot be returned due to a change of mind, incorrect measurements, or personal preference.

We strongly recommend checking measurements, fabric choices, colours, and design selections carefully before confirming your order.

If you have any questions regarding returns, refunds, replacements, or your order, please contact our customer service team.

NOVA LIVING

Email:
novaliving123@gmail.com

Telephone:
07412664829

Warehouse Address:

Unit 5 Planetrees Business Park
Pawson Street
West Yorkshire
BD4 8BY

We are committed to providing high-quality furniture and ensuring every customer receives the service and support they deserve.