Terms of service

Last updated: 15 September 2026

These Terms of Service apply to your use of www.noverahome.com and to purchases made through the website.

1. About us

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

Registered office:
1 Mapeshill Place
London
England
NW2 5LA

Noveraa Ltd is not currently registered for VAT. We do not currently have a VAT registration number.

For general enquiries, contact : contact@noverahome.com or call 020 3411 1032. Our customer support hours are Monday to Friday, 9am to 5pm GMT. Order support is available at : support@noverahome.com.

2. Acceptance of these Terms

By accessing or using our website, or by placing an order, you agree to these Terms of Service and our related policies. If you do not agree with these Terms, you should not use the website or place an order.

These Terms apply alongside our [Delivery Information][Returns & Guarantee], and Privacy Policy. If a specific policy gives you a consumer right or protection that cannot legally be excluded, that right will continue to apply.

3. Acceptable use of the website

You may use our website only for lawful purposes. You must not:

- use the website in a way that breaches applicable law or regulation;
- attempt to gain unauthorised access to the website, its systems, or another customer’s account;
- introduce viruses, malicious code, or other harmful material;
- use automated tools to copy, scrape, monitor, or interfere with the website without our written permission;
- use our website to commit fraud, misrepresent your identity, or place an order using information that does not belong to you; or
- infringe our intellectual property rights or the rights of another person.

We may suspend or restrict access where we reasonably believe the website is being misused or these Terms are being breached.

4. Product information

We sell furniture and home products including beds, bed frames, storage beds, divan beds, mattresses, sofas, corner sofas, sofa beds, and kids beds.

We take reasonable care to make product descriptions, photographs, dimensions, colours, materials, and specifications accurate. Product images are for illustration and colours may vary depending on your screen or device. Measurements may vary slightly because of manufacturing tolerances. These minor variations are not defects.

You should check the product description, dimensions, access requirements, and any product-specific information before ordering. If you are unsure whether a product is suitable for your room or access route, contact us before placing your order.

5. Orders and contract formation

When you place an order, you are making an offer to buy the products selected by you. You will normally receive an order acknowledgement by email. This acknowledgement confirms that we have received your order but does not mean that your order has been accepted.

A contract is formed when we accept your order by dispatching the products, or by sending you a dispatch confirmation, whichever happens first. We may refuse, cancel, or limit an order before acceptance if a product is unavailable, a genuine pricing or listing error has occurred, payment cannot be authorised, delivery is unavailable, or we reasonably suspect fraud or misuse.

If we cancel an order after payment has been taken, we will refund the amount paid using the original payment method.

6. Prices, taxes, and currency

All prices are displayed in Pounds Sterling (£). The price shown at checkout is the price applicable to your order, subject to any genuine error or correction notified before dispatch.

Noveraal Ltd is not currently VAT registered. No VAT registration number is provided and VAT is not currently charged as a VAT-registered business. Delivery charges and any other applicable charges will be shown before you complete your purchase.

We may change product prices, promotions, and delivery charges at any time. A change will not affect an order that we have already accepted, except where a genuine pricing error is identified and the law allows us to correct it.

7. Payment

Payment must be received in full before products are dispatched. The payment methods available for your order are the methods displayed at checkout. We do not accept payment methods that are not made available through the checkout.

Payment may be subject to authorisation by your card issuer, payment provider, or another service used at checkout. If payment is declined or cannot be verified, we may cancel the order before acceptance.

8. Delivery

Delivery availability, charges, estimated timeframes, and any product-specific arrangements are shown on the relevant product page or at checkout. Our general delivery information is available on the Delivery Information page.

Orders placed before 2pm on a working day are generally dispatched the same day. Estimated delivery is generally within 3 working days for eligible mainland UK addresses, but delivery dates are estimates and are not guaranteed. Bank Holidays are excluded from working-day calculations.

We currently deliver to mainland UK addresses only. We do not currently offer delivery to Northern Ireland or international addresses. Delivery is made to the address supplied at checkout. You are responsible for checking that the address and contact details are correct and that the property has suitable access for the product ordered.

For large furniture, customers are responsible for checking doorways, hallways, staircases, lifts, and other access routes. We do not currently offer room-of-choice delivery, assembly, or old-furniture removal unless expressly stated on the relevant product page.

9. Returns, refunds, and cancellation rights

Your statutory rights are not affected by these Terms. Our process for returns, refunds, and product guarantees is set out on the Returns & Guarantee page.

Where the Consumer Contracts Regulations 2013 apply, eligible consumers purchasing online may have the right to cancel an order within the statutory cancellation period without giving a reason. The cancellation period, return process, product exceptions, and any return-cost rules are explained in our Returns & Guarantee policy.

In general, eligible change-of-mind returns must be requested within 14 days of delivery. Items should be unused, unassembled where possible, in their original packaging where reasonably possible, and in a resalable condition. The customer normally pays change-of-mind return delivery costs. We pay reasonable return costs where an item is faulty, damaged, or supplied incorrectly.

Some products may be excluded from change-of-mind cancellation where permitted by law, including made-to-order or custom-made products and mattresses that have been unsealed or used for hygiene reasons. Faulty or incorrectly supplied products remain subject to your statutory rights.

Approved refunds are normally made to the original payment method within 5–10 working days after the returned item has been received and inspected. Your bank or payment provider may take additional time to display the refund.

10. Damaged, faulty, or incorrect products

Please inspect products promptly after delivery. If an item arrives damaged, faulty, or incorrect, contact support@noverahome.com as soon as possible and provide your order number, a description of the issue, and clear photographs of the packaging and product where requested.

Depending on the circumstances and your statutory rights, we may arrange a repair, replacement, partial refund, or full refund. Product guarantee claims are handled in accordance with the applicable manufacturer or product guarantee terms.

11. Intellectual property

All content on the website, including text, product descriptions, photographs, graphics, logos, designs, layout, and other materials, is owned by Noveraal Ltd or used under licence. You may view and use the website for your personal, non-commercial shopping purposes.

You must not copy, reproduce, republish, distribute, modify, sell, or commercially exploit any website content without our prior written permission, except where applicable law gives you a right to do so.

12. Privacy and customer information

Our collection and use of personal information is explained in our Privacy Policy. By using the website, you acknowledge that your information will be handled in accordance with that policy and applicable data protection law.

13. Limitation of liability

Nothing in these Terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any consumer right that cannot legally be limited or excluded.

Subject to the previous paragraph, we are not liable for indirect or consequential loss, loss of profit, loss of business opportunity, or loss that was not reasonably foreseeable when the contract was formed.

We are not responsible for delay or failure caused by information supplied incorrectly by you, unsuitable access, misuse of a product, or events outside our reasonable control. Subject to your statutory rights, our total liability relating to a product or order will not exceed the amount paid for that product or order.

14. Events outside our control

We will not be responsible for delay or failure to perform an obligation where the delay or failure results from events outside our reasonable control. This may include severe weather, fire, flood, epidemic, industrial disputes, transport or courier disruption, supplier failure, utility or telecommunications failure, government action, or other circumstances that could not reasonably have been prevented.

Where an event outside our control affects an order, we will take reasonable steps to reduce the impact and will provide an update where significant. If the delay continues for an unreasonable period, you may have cancellation or other rights under applicable law.

15. Complaints and dispute resolution

If you are unhappy with a product or service, please contact us first so that we can investigate and try to resolve the issue promptly. General complaints can be sent to contact@noverahome.com. Order and delivery complaints can be sent to support@noverahome.com. Please include your name, order number, contact details, and a clear description of the issue.

We aim to acknowledge and respond to complaints during our customer support hours. We will review the information provided and explain the next steps, which may include repair, replacement, refund, or another appropriate resolution where available.

If we cannot resolve your complaint, you retain any statutory rights and may be able to pursue other legal remedies available to you. Nothing in this section prevents you from contacting a regulator, consumer advice service, or court where you have the right to do so.

16. Changes to these Terms

We may update these Terms to reflect changes to our products, services, business operations, legal requirements, or policies. The latest version will be published on this page with the date last updated. Changes will not affect a contract that we have already accepted unless the law requires otherwise.

17. Governing law and jurisdiction

These Terms are governed by the law of England and Wales. If you are a consumer, you will also benefit from any mandatory protections provided by the law of the part of the United Kingdom where you live.

Subject to any mandatory consumer rights, the courts of England and Wales will have jurisdiction over disputes arising from these Terms or your use of the website.

18. Contact information

Noveraa Ltd trading as Novera Home
Company number: 17225405
Registered office: 1 Mapeshill Place, London, England, NW2 5LA

Email: contact@noverahome.com
Order support: support@noverahome.com
Phone: 020 3411 1032
Opening hours: Monday–Friday, 9am–5pm GMT
Website: https://www.noverahome.com