Privacy policy

Last Updated: 1 September 2026
Last Reviewed: 1 September 2026

Plain-English Summary

Novera Home collects personal information when you browse our website, contact us, create an account, place an order or use our services.

We use this information to process orders, take payments, arrange delivery, provide customer support, improve our website, prevent fraud and send marketing where permitted. We only share information with service providers and partners where necessary to operate our business or where the law allows us to do so.

You have rights over your personal information, including the right to request access, correction, deletion, portability or restriction in certain circumstances. You can contact us using the details at the end of this policy.

Who We Are

Novera Home is the trading name of Noveraa Ltd, a company registered in England and Wales under company number 17225405.

Registered office:

Noveraa Ltd
1 Mapeshill Place
London
England
NW2 5LA
United Kingdom

Noveraa Ltd is the data controller responsible for your personal information.

You can contact us about this Privacy Policy at:

Email: contact@noverahome.com
Phone: +44 20 3411 1032

Personal Information We Collect

Depending on how you interact with us, we may collect:

Identity and contact details, including your name, email address, telephone number, billing address and delivery address.
Order and transaction details, including products viewed, added to your basket, purchased, returned, exchanged or cancelled.
Payment information, including payment method, transaction details and payment confirmation. Payment card details may be processed securely by the relevant payment service provider rather than stored directly by us.
Account information, including login details, preferences and account settings where you create an account.
Customer-service information, including details you provide when contacting us about an order, delivery, return, refund, product or complaint.
Device and technical information, including IP address, browser type, device type, operating system, network information and other online identifiers.
Website usage information, including pages viewed, links clicked, search activity, time spent on the website and interactions with our services.
Marketing preferences, including whether you have agreed to receive promotional emails or other marketing communications.
Information contained in reviews or other content that you choose to submit.

Please do not provide sensitive personal information unless we specifically request it and there is a lawful reason for collecting it.

How We Collect Personal Information

We may collect information:

Directly from you when you browse, create an account, place an order, contact us, subscribe to marketing or submit information.
Automatically through cookies and similar technologies when you use our website.
From service providers who process information on our behalf.
From payment, delivery, fulfilment, customer-support, analytics, advertising and technology partners.
From fraud-prevention, identity-verification or publicly available sources where permitted by law.

How We Use Your Personal Information

We may use your personal information to:

Process orders and provide our services

This includes taking and confirming payments, processing orders, arranging delivery, managing returns and exchanges, providing order updates, maintaining accounts and responding to customer enquiries.

The lawful basis is generally that processing is necessary to perform our contract with you.

Provide customer support

We use information to investigate questions, complaints, delivery issues, damaged items, faulty products, refunds and returns.

The lawful basis may be performance of a contract, our legitimate interests in providing customer service, or compliance with a legal obligation.

Improve our website and services

We may analyse how customers use our website, products and services to improve website performance, product information, navigation, customer experience and business operations.

The lawful basis may be our legitimate interests or, where required, your consent.

Send marketing communications

We may send marketing communications by email or other permitted channels where you have provided consent or where marketing is permitted under applicable law.

You can unsubscribe from promotional communications at any time by using the unsubscribe link or contacting us.

The lawful basis is consent where consent is required. In other circumstances, it may be our legitimate interests, subject to your legal rights.

Prevent fraud and protect security

We may use information to authenticate accounts, investigate suspicious activity, prevent fraud, protect our website, secure payments and protect customers, staff and our business.

The lawful basis may be our legitimate interests in protecting our business and customers, compliance with legal obligations, or performance of a contract.

Meet legal and regulatory obligations

We may process personal information to comply with tax, accounting, consumer-protection, fraud-prevention and other legal requirements, or to respond to lawful requests from courts, regulators or law-enforcement authorities.

The lawful basis is compliance with a legal obligation.

We may share personal information where necessary with:

Payment service providers and financial institutions to process payments, refunds and fraud checks.
Couriers, delivery companies and fulfilment partners to deliver orders, arrange collections and manage delivery communications.
Technology and hosting providers that help us operate our website, accounts, communications and business systems.
Customer-support providers that help us respond to enquiries and manage service requests.
Analytics and website-performance providers that help us understand website usage and improve our services.
Marketing and advertising providers where permitted by law and, where required, with your consent.
Apps, integrations and business-service providers that help us manage orders, communications, customer information, reviews, marketing or other business functions.
Professional advisers, including accountants, insurers, legal advisers and auditors.
Government bodies, regulators, courts and law-enforcement authorities where disclosure is required or permitted by law.
A buyer or successor organisation if our business is sold, reorganised, merged or transferred.

We require service providers processing information on our behalf to handle it securely and only for authorised purposes.

Cookies and Tracking Technologies

We use cookies and similar technologies to:

Keep the website and essential functions working.
Remember preferences and settings.
Understand how visitors use the website.
Improve website performance and customer experience.
Measure marketing performance.
Personalise content or advertising where permitted.

Some cookies are necessary for the website to function and cannot be switched off through our cookie settings. Where consent is required, we will request consent before using non-essential analytics, advertising or marketing cookies.

You can control cookies through your browser settings and any cookie-preference tool made available on our website. Blocking some cookies may affect website functionality.

International Transfers

Some service providers may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will use an appropriate legal safeguard where required, such as:

A country recognised as providing an adequate level of protection.
The UK International Data Transfer Agreement or UK Addendum.
Standard Contractual Clauses or equivalent approved contractual protections.
Another lawful transfer mechanism permitted under applicable data-protection law.

How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purposes described in this policy.

Retention depends on the type of information and why it was collected. For example:

Order, payment, tax and accounting records are retained for the period required by applicable legal and accounting obligations.
Customer-support, complaint and return records are retained for as long as needed to manage the matter, protect our legal position and meet legal obligations.
Account information is generally retained while the account remains active and for a reasonable period afterwards where necessary.
Marketing information is retained until you unsubscribe or withdraw consent, although we may retain a suppression record so we do not contact you again.
Cookie and analytics information is retained according to the settings and expiry periods of the relevant technology.
Security, fraud-prevention and technical records are retained for as long as reasonably necessary to protect our services and investigate incidents.

When information is no longer required, we will securely delete it, anonymise it or otherwise dispose of it in accordance with our retention practices.

Data Security

We use reasonable technical and organisational measures to protect personal information against accidental loss, unauthorised access, misuse, alteration or disclosure.

These measures include:

HTTPS and SSL/TLS encryption when information is transmitted through our website.
Secure payment processing through appropriate payment service providers.
Access controls designed to limit personal information to people and providers who need it for authorised business purposes.
Security monitoring and measures to identify suspicious or fraudulent activity.
Secure handling of customer and order information.

No online service can be guaranteed to be completely secure. You should avoid sending sensitive information through unsecured communication channels.

Children’s Data

Our services are not directed at children. We do not knowingly collect personal information from children under the age of 13, or any higher age where required by local law.

If you believe a child has provided us with personal information, please contact us. We will investigate and delete the information where appropriate and legally permitted.

Your Rights

Depending on your circumstances and applicable law, you may have the right to:

Request access to the personal information we hold about you.
Request correction of inaccurate or incomplete information.
Request deletion of your personal information.
Request restriction of processing.
Object to certain processing, including direct marketing.
Request portability of information provided by you in a structured, commonly used format.
Withdraw consent where processing is based on consent.
Complain about how we use your personal information.

These rights are not absolute and may be subject to legal exceptions. We may need to verify your identity before responding to a request.

To exercise your rights, contact us at contact@noverahome.com or call +44 20 3411 1032.

We will respond within the timeframe required by applicable data-protection law.

Complaints

If you are unhappy with how we have handled your personal information, please contact us first so we can investigate and try to resolve the issue.

You also have the right to complain to the UK supervisory authority:

Information Commissioner’s Office
Website: https://ico.org.uk/make-a-complaint/

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, technology, legal obligations or data-processing practices.

When we make changes, we will update the Last Updated date at the top of this policy. Where required, we will provide additional notice.

Contact Us

If you have questions about this Privacy Policy, want to exercise your rights or need help understanding how we use your information, contact:

Noveraa Ltd trading as Novera Home
1 Mapeshill Place
London
England
NW2 5LA
United Kingdom