Returns & Guarantee

In short: Eligible items may be returned under the Consumer Contracts Regulations 2013 or our faulty, damaged, and incorrect-item process. Change-of-mind returns are normally at your cost; faulty, damaged, or incorrect items are resolved at ours. Approved refunds are processed within 5–10 working days after we receive and inspect the return.

Last Updated: 15 September 2026
Last Reviewed: 15 September 2026

1. Change of Mind Returns

Under the Consumer Contracts Regulations 2013, eligible consumers have the right to cancel an online order without giving a reason. You must tell us that you wish to cancel within 14 days of receiving the goods. After telling us, you normally have a further 14 days to send the goods back.

To be eligible for a change-of-mind return, items must be:

Unused and unassembled where possible
In their original packaging where reasonably possible
In a fully resalable condition

You may handle goods only as much as reasonably necessary to inspect their nature, characteristics, and function. We may make a deduction from a refund where goods have been handled beyond this and their value has been reduced.

Who pays return postage? For change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked and insured service because we cannot accept responsibility for items lost or damaged in transit back to us.

2. Faulty Items

Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, price reduction, or refund depending on the circumstances and your statutory rights.

If you believe your item is faulty, contact support@noverahome.com as soon as possible with your order number, a clear description of the fault, and photographs showing the issue where possible.

We will assess the issue and arrange the appropriate remedy. We will cover reasonable return postage costs for confirmed faulty items. Do not send a faulty item back before we provide return or collection instructions.

3. Damaged on Arrival

Please inspect your order as soon as it arrives. If an item has been damaged in transit, contact returns@noverahome.com within 48 hours of delivery with your order number, photographs of the damaged item, and photographs of the outer packaging.

Where possible, note visible damage before signing for delivery. We will investigate the damage and work with you to arrange a replacement or refund as quickly as possible. We cover the related return or resolution costs in this situation.

4. Wrong Item Received

If you receive an item that is different from what you ordered, contact returns@noverahome.com immediately or use our Contact Us page.

We will arrange collection of the incorrect item and send the correct product at no additional cost. This is our error, so we will resolve it at our expense.

How to Start a Return

Email returns@noverahome.com or use our Contact Us page before sending anything back.
Include your order number, the reason for the return, and photographs where the item is faulty, damaged, or incorrect.
Wait for our return or collection instructions. Please do not send an item back without contacting us first.
Package the item securely and return it using the instructions provided. For change-of-mind returns, you arrange and pay the return delivery.
We receive and inspect the item, then confirm the outcome.
Where a refund is approved, it is processed to the original payment method within 5–10 working days after inspection. Your bank or payment provider may take additional time to display the funds.

We do not currently operate a separate returns portal. Returns are started by email or through the Contact Us page.

Refund Processing Time

Approved refunds are typically processed within 5–10 working days after we receive and inspect the returned item. Refunds are issued to the original payment method. Please allow additional time for your bank or card provider to process the payment.

Exchanges

Subject to product availability, we may offer an exchange instead of a refund. Request an exchange when you contact us to start your return and we will confirm whether the requested product is available.

Items Excluded from Returns

The following items may not be eligible for change-of-mind return unless they are faulty or damaged on arrival:

Made-to-order and customised products, because they are made specifically for you and may not be suitable for resale.
Mattresses that have been opened or used, for hygiene reasons, unless faulty.
Hygiene-related products once opened, for health and hygiene reasons.
Items showing signs of use, damage, or deterioration caused after delivery, where the condition goes beyond what is reasonably necessary to inspect the item.

If you are unsure whether an item is eligible for return, contact us before sending anything back.

Our Guarantee

Eligible products come with the applicable manufacturer's guarantee. There is no single guarantee period for every product. The relevant guarantee period and terms are provided with the product or stated on the relevant product page.

We do not currently advertise a universal trial period. If a product has a specific trial period or extended guarantee, it will be clearly stated on the product page at the time of purchase.

The guarantee covers: Manufacturing defects in materials or workmanship, subject to the applicable product or manufacturer terms.

The guarantee does not cover: Normal wear and tear, accidental damage, misuse, incorrect assembly, neglect, or commercial use unless the manufacturer specifically states otherwise.

Need Help?

If you have any questions about a return, refund, or guarantee, please contact us:

Email: returns@noverahome.com
Phone: 020 3411 1032
Hours: Monday–Friday, 9am–5pm GMT

You may also find useful information on our Delivery Information page or our FAQ page.