Refund policy

We stand behind everything we sell. If something isn't right — we'll make it right.

100-DAY SMOOTH FEET GUARANTEE

Try the Novela Velvet Pro at home for up to 100 days. If you're not happy with your results for any reason, contact us and we'll send you a free prepaid Royal Mail return label. Once your return arrives back with us, we'll refund you in full within 48 hours.

To claim your guarantee:

  • Email hello@novelawellness.com within 100 days of receiving your order
  • Include your order number
  • We'll send your free return label by reply
  • Refund processed within 48 hours of your return arriving

Terms: Applies to first-time Velvet Pro orders · UK orders only · Device and charging cable must be returned · Opened balm and used rollers do not need to be returned · One claim per household · Does not cover misuse or accidental damage · Does not affect your statutory rights.

12-MONTH DEVICE WARRANTY

Your Novela Velvet Pro is covered by a 12-month warranty against manufacturing defects. If your device stops working under normal use within 12 months of purchase, contact us and we'll replace it free of charge.

The warranty does not cover accidental damage, misuse, or normal wear to roller heads.

STANDARD RETURNS

Changed your mind or no longer need the product?

  • You have 30 days from delivery to request a standard return
  • Items must be unused and in original packaging
  • Contact hello@novelawellness.com with your order number
  • We'll provide a free prepaid Royal Mail return label
  • Once received and inspected, we'll process your refund within 48 hours

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or faulty:

  • Contact us within 48 hours of delivery
  • Send a photo to hello@novelawellness.com
  • We'll send a replacement immediately at no cost
  • If you'd prefer a refund instead — no problem

WRONG ITEM RECEIVED

If we sent you the wrong item:

  • Contact us within 48 hours
  • We'll send the correct item via next day delivery at no cost
  • You keep the wrong item — no need to return it

REFILL PACKS AND CONSUMABLES

  • Unopened refill packs can be returned within 30 days
  • Opened refill packs are non-returnable for hygiene reasons
  • If your refill pack arrives damaged or faulty — contact us and we'll replace it immediately

NOVELA VELVET BALM

  • Unopened balm can be returned within 30 days
  • Opened balm is non-returnable for hygiene reasons
  • If your balm arrives damaged — contact us within 48 hours for an immediate replacement

WHEN WILL I RECEIVE MY REFUND?

Once your refund is approved:

  • Credit or debit card: within 48 hours of return arriving
  • PayPal: within 48 hours of return arriving
  • Refund will appear on the same payment method used to place the order

CANCELLATIONS

Changed your mind before your order ships?

  • Contact us immediately at hello@novelawellness.com
  • If your order hasn't been dispatched — we'll cancel it and refund you in full same day
  • If it's already dispatched — use our 30-day returns process when it arrives

YOUR STATUTORY RIGHTS

This policy does not affect your statutory rights. As a UK consumer purchasing online, you have the right to cancel your order within 14 days of delivery under the Consumer Contracts Regulations 2013. Our 100-day guarantee goes well beyond this as a gesture of goodwill.

CONTACT US

Any questions about your order or our returns policy — we're here.

📧 hello@novelawellness.com
🕐 Monday–Friday · 9am–6pm UK time
📦 We aim to respond to all emails within 4 hours

Novela Wellness · Suite 201F · 60 Frederick Street · Birmingham · B1 3HS · United Kingdom

We know returns policies are usually written by lawyers to protect the company. Ours is written to protect you.

We want every Novela customer to feel completely safe buying from us. If something goes wrong — and occasionally things do — we'll sort it. Quickly, fairly, and without any hassle.

That's our promise.

— The Novela Wellness Team