Refund policy

30-day returns

We offer a 30-day return policy. To request a return, email info@nuvora-home.co.uk within 30 days of receiving your furniture, with your order number or other proof of purchase.

Arrange your return first

Please contact us before arranging a courier. We will provide the correct returns address and instructions for your item. Our registered London office is not a furniture returns address. Please do not send furniture there.

For change-of-mind returns, you are responsible for the direct return courier or collection costs where the required information about those costs was provided before purchase. If it was not provided, we will cover the return costs. Please contact us before ordering if you need information about returning a bulky item.

Pack furniture securely for transport and retain your proof of return. We inspect returned furniture on arrival to check its condition, including any damage, and then confirm the refund.

UK online cancellation rights

For standard goods bought online, you can notify us that you wish to cancel within 14 days of delivery, then return the goods within a further 14 days. You may inspect the furniture as you would in a shop. A deduction may be made for loss in value caused by handling beyond what is necessary to check its nature, characteristics and functioning.

For change-of-mind requests made after the statutory cancellation period but within our 30-day return window, furniture must be unused, in its original condition and original packaging.

Damaged, faulty or incorrect furniture

If your furniture arrives damaged, is faulty or is not what you ordered, contact us so we can arrange the appropriate remedy. We will cover reasonable return or collection costs where required by law. The change-of-mind conditions do not limit your statutory rights.

Refunds

Refunds are made to the original payment method. For statutory cancellations, we refund within 14 days of receiving the goods or evidence that you have sent them back, whichever is earlier. The standard outward delivery charge is also refunded when the whole order is cancelled; any premium delivery upgrade is not refundable. Where we arrange collection, the applicable statutory refund deadline still applies.

For returns under our additional 30-day policy, we aim to process the refund within 10 business days of receiving and inspecting the furniture. Your bank or payment provider may take additional time to display it.

Your rights

Sale items have the same statutory rights as full-price items. The statutory change-of-mind cancellation right does not usually apply to genuinely bespoke or personalised goods; this does not affect rights concerning faulty or misdescribed goods. Nothing in this policy affects your statutory rights.