Terms of service

NOVELA WELLNESS — TERMS OF SERVICE

Last updated: June 24, 2026

OVERVIEW

This website is operated by Novela Wellness. Throughout these terms, the words "we," "us," and "our" refer to Novela Wellness. By visiting our website and purchasing from us, you agree to the following terms and conditions. Please read them carefully.

If you do not agree to these terms, please do not use our website or purchase our products.

  1. WHO WE ARE

Novela Wellness is a UK-based foot care brand selling foot care products including the Novela Velvet Pro electric callus remover and related accessories.

📧 hello@novelawellness.com 📍 Novela Wellness · Suite 201F, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom

  1. ELIGIBILITY

By using our website and purchasing our products you confirm that:

  • You are at least 18 years of age
  • You are a resident of the United Kingdom or another country we ship to
  • You are purchasing for personal use or as a gift — not for resale
  • The information you provide is accurate and complete
  1. PRODUCTS

We make every effort to display our products as accurately as possible. However:

  • Colours may vary slightly depending on your screen settings
  • Product images are for illustrative purposes
  • We reserve the right to change product specifications, pricing or availability at any time without notice
  • We cannot guarantee that every product will be available at all times

All products are subject to availability. If a product becomes unavailable after you have placed an order we will notify you immediately and offer a full refund.

  1. PRICING

All prices are displayed in British Pounds Sterling (£) and include VAT where applicable.

  • We reserve the right to change prices at any time
  • Price changes will not affect orders already confirmed
  • Promotional prices are available for a limited time only
  • We are not obligated to honour pricing errors on our website

If a pricing error occurs on your order we will contact you before processing and give you the option to proceed at the correct price or cancel for a full refund.

  1. ORDERS

When you place an order with us:

  • You are making an offer to purchase the product at the listed price
  • We will send you an order confirmation email — this is acknowledgement of your order not acceptance
  • Your order is accepted when we dispatch your item and send you a shipping confirmation
  • We reserve the right to refuse or cancel any order at our discretion — if we do we will refund you in full
  1. PAYMENT

We accept the following payment methods:

  • Credit and debit cards (Visa, Mastercard, American Express)
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay

All payments are processed securely through Shopify Payments and PayPal. We do not store your payment card details. All transactions are encrypted using SSL technology.

By placing an order you confirm that the payment details you provide are valid and that you are authorised to use the payment method.

  1. SHIPPING AND DELIVERY
  • We dispatch all orders within 24 hours of payment confirmation Monday to Friday
  • Delivery is via Royal Mail Tracked 48
  • Estimated delivery time is 2–4 working days across the UK
  • Free Royal Mail Tracked 48 on orders over £30. Orders under £30 — £3.35 flat rate.
  • We will send you a tracking number by email once your order is dispatched
  • Delivery times are estimates and may vary during busy periods
  • We are not responsible for delays caused by Royal Mail or circumstances outside our control

International shipping:

  • We currently ship to the UK only
  • International shipping may be introduced in future
  1. RETURNS AND REFUNDS

Please refer to our full Returns and Refunds Policy for complete details.

Summary:

  • 100-Day Smooth Feet Guarantee — if you are not happy contact us at hello@novelawellness.com within 100 days of receiving your order
  • We will send a free UK prepaid return label and process your full refund within 48 hours of your return arriving
  • Standard returns accepted within 30 days for unused items in original packaging
  • Faulty or damaged items replaced immediately upon photographic evidence
  • Refunds processed within 48 hours of return arriving to the original payment method
  • Consumable products (roller heads, balm) are non-returnable once opened for hygiene reasons
  • This does not affect your statutory rights
  1. CONSUMER RIGHTS

As a UK consumer you have statutory rights under:

  • Consumer Rights Act 2015 — products must be of satisfactory quality, fit for purpose and as described
  • Consumer Contracts Regulations 2013 — you have a 14-day cooling off period from delivery to cancel your order for any reason
  • Consumer Protection from Unfair Trading Regulations 2008 — we will not engage in misleading or aggressive commercial practices

Nothing in these terms affects your statutory rights as a UK consumer.

  1. PRODUCT USE AND SAFETY

The Novela Velvet Pro is designed for:

  • Removing hard skin, calluses and rough patches from feet
  • Use on dry, intact skin only
  • Adult use only — not suitable for children

Do not use the Novela Velvet Pro if you:

  • Have open wounds, cuts or broken skin on your feet
  • Have diabetes or poor circulation — consult your doctor first
  • Have a skin condition such as eczema or psoriasis on your feet
  • Are unsure whether the product is suitable for you — consult a healthcare professional

We are not liable for any injury or adverse reaction resulting from misuse of our products or failure to follow the instructions provided.

  1. INTELLECTUAL PROPERTY

All content on this website including but not limited to:

  • The Novela Wellness name and logo
  • Product names including Novela Velvet Pro and Novela Velvet Balm
  • Website design, images, text and graphics
  • Marketing materials and ad creative

...are the property of Novela Wellness and are protected by UK and international intellectual property law. You may not reproduce, copy, distribute or use any of our content without our express written permission.

  1. WEBSITE USE

When using our website you agree not to:

  • Use our website for any unlawful purpose
  • Attempt to gain unauthorised access to any part of our website
  • Transmit any harmful, offensive or disruptive content
  • Copy, scrape or reproduce our website content without permission
  • Use our website in any way that could damage our reputation or business

We reserve the right to restrict or terminate access to our website for anyone who violates these terms.

  1. LIMITATION OF LIABILITY

To the fullest extent permitted by UK law:

  • We are not liable for any indirect, incidental or consequential loss arising from your use of our products or website
  • Our total liability to you for any claim arising from these terms shall not exceed the amount you paid for the product in question
  • We are not responsible for any loss or damage caused by circumstances outside our reasonable control including but not limited to natural disasters, strikes, pandemics or failure of third party services

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or any other liability that cannot be excluded under UK law.

  1. THIRD PARTY LINKS

Our website may contain links to third party websites. These links are provided for your convenience only. We have no control over the content of those sites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

  1. CHANGES TO THESE TERMS

We reserve the right to update these terms at any time. Changes will be posted on this page with an updated date. Continued use of our website after changes are posted constitutes your acceptance of the updated terms.

We recommend checking this page periodically.

  1. GOVERNING LAW

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms or your use of our website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

  1. COMPLAINTS

We take complaints seriously and aim to resolve all issues quickly and fairly.

If you have a complaint please contact us:

📧 hello@novelawellness.com 📍 Novela Wellness · Suite 201F, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom

We aim to respond to all complaints within 24 hours and resolve them within 5 working days.

If you are not satisfied with our response you may refer your complaint to:

  • Citizens Advice Consumer Service: 0808 223 1133
  • Trading Standards via Citizens Advice
  • Alternative Dispute Resolution (ADR) — we will provide details of an approved ADR scheme upon request
  1. CONTACT

For any questions about these terms please contact us:

📧 hello@novelawellness.com 📍 Novela Wellness · Suite 201F, 60 Frederick Street, Birmingham, B1 3HS, United Kingdom

We aim to respond to all enquiries within 24 hours.