Refund policy
RETURN & REFUND POLICY
Last updated: October 26, 2026
At Nova DNA, we take pride in offering carefully selected fashion pieces. Please review our return and refund policy before placing an order.
7-DAY RETURNS POLICY
All customers may submit a voluntary return request within 7 calendar days of receiving their order.
All voluntary return requests are subject to review and approval by Nova DNA.
Customers must provide a clear and reasonable explanation for their voluntary return request.
We reserve the right to approve or decline voluntary returns at our reasonable discretion, where permitted by applicable law.
An item being returned within 7 days does not automatically guarantee approval.
We do not provide monetary refunds for voluntary returns. This includes change-of-mind returns or orders where the customer has selected an incorrect size. All approved voluntary returns are issued exclusively as Nova DNA store credit.
These conditions do not restrict any statutory withdrawal, cancellation, refund or consumer guarantee rights.
RETURN APPROVAL
All voluntary return requests are assessed individually, taking into consideration the circumstances of the request and the condition of the product.
Nova DNA reserves the right to decline voluntary returns in the following circumstances:
- No reasonable explanation has been provided.
- The item does not meet our voluntary return conditions.
- The request is submitted outside the 7-day voluntary return period.
- The product is excluded from voluntary returns.
- There is evidence of misuse or abuse of our returns process.
- The request otherwise falls outside the terms of our voluntary return policy.
The decision to approve a voluntary return remains at Nova DNA’s reasonable discretion.
These conditions do not apply where customers are exercising mandatory rights provided by applicable consumer protection laws.
CONDITION OF RETURNED ITEMS
For a voluntary return to be considered, all items must be:
- Unworn and unwashed.
- In their original condition.
- Returned with all original tags attached.
- Free from makeup, perfume, deodorant, stains or damage.
- Free from alterations or signs of extended use.
Items that fail to meet these conditions may be refused under our voluntary return policy.
Different rules may apply to statutory withdrawals and legally required remedies.
NON-RETURNABLE ITEMS
The following items are excluded from voluntary returns:
- Final Sale items.
- Bodysuits and selected intimate apparel.
- Jewellery and accessories.
- Worn, washed, altered or damaged items.
These exclusions do not affect statutory rights. Legal withdrawal exceptions for hygiene-sensitive products apply only where their specific legal requirements are met.
HOW TO REQUEST A RETURN
To submit a voluntary return request, please contact novadnafashion@gmail.com within 7 calendar days of receiving your order.
Please include your order number, the item or items you wish to return, and a clear explanation of your request.
Our customer support team will review your request and notify you of the decision.
If approved, you will receive return instructions and the designated return address.
Please do not send voluntary returns without receiving the appropriate return instructions.
Customers exercising statutory withdrawal rights do not need to provide a reason or obtain approval before exercising those rights.
RETURN SHIPPING COSTS
Customers are responsible for arranging and paying for ordinary voluntary return shipping.
Returns must be sent to the designated return address provided by our customer support team.
We strongly recommend using a tracked shipping service and retaining proof of postage.
Where applicable law requires Nova DNA to cover return shipping costs, including certain cases involving defective or incorrect products, those legal obligations will be honored.
STORE CREDIT
All approved voluntary returns will be issued as Nova DNA store credit.
Once the returned items have been received, inspected and approved, store credit will be issued electronically.
Store credit:
- Can be applied toward future purchases from Nova DNA.
- May be used toward another size, color or style.
- Once processed, you’ll receive your store credit via email which is valid for 4 months, giving you plenty of time to decide on your next purchase.
Customers requiring additional time or assistance with remaining store-credit balances may contact our customer support team.
We aim to process approved voluntary returns within 5–7 business days after receiving the returned items.
Store credit does not replace a monetary refund required by applicable law.
STATUTORY RIGHT OF WITHDRAWAL
Customers who are entitled to statutory withdrawal rights under applicable consumer protection laws, including qualifying consumers in the European Union, European Economic Area and United Kingdom, may generally withdraw from an online purchase within 14 days of receiving their goods without providing a reason.
This statutory right is separate from our voluntary 7-day returns policy.
To exercise your withdrawal right, you may submit a clear withdrawal statement by contacting novadnafashion@gmail.com.
You do not need to obtain our approval to exercise a valid statutory withdrawal right.
After submitting your withdrawal notice, you must return the goods within the applicable statutory deadline.
Statutory Refunds
Where a valid statutory withdrawal right is exercised:
- Refunds will be issued to the original payment method unless you expressly agree otherwise.
- Applicable original standard delivery charges will be reimbursed where required by law.
- Refunds will be processed within the legally required timeframe.
- Where legally permitted, reimbursement may be withheld until the returned goods are received or evidence of their return is provided.
- No refund-processing fee will be charged.
You may inspect and try on items as reasonably necessary to establish their nature, characteristics and fit. Responsibility for any reduction in product value resulting from excessive handling will be determined according to applicable law.
Nothing in this section limits other mandatory consumer rights.
RELATIONSHIP BETWEEN RETURN POLICIES
Our voluntary 7-day returns policy provides an additional customer service for eligible purchases.
Where a customer has a longer statutory withdrawal period, that statutory period takes priority and is not reduced by our voluntary return window.
Returns requested after the 7-day voluntary period are not eligible under our voluntary returns policy, although Nova DNA may consider exceptions at its discretion.
Any mandatory legal return, withdrawal or consumer guarantee rights remain unaffected.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective, incorrect or materially different from its description, please contact us at novadnafashion@gmail.com.
Include your order number, an explanation of the issue and photographs where available.
Nova DNA will review the situation and provide an appropriate remedy under applicable consumer protection laws.
Depending on the circumstances and relevant law, this may include repair, replacement, a price reduction or a refund to the original payment method.
Nothing in this policy limits or excludes mandatory consumer rights in any country.
SHIPPING ESTIMATES & DELIVERY DELAYS
We work with shipping and logistics providers to deliver orders as efficiently as possible.
Please note that estimated delivery dates provided through carrier tracking systems, dispatch notifications or shipping updates are projections based on the information available at that time.
Estimated delivery dates may change, and actual delivery may take longer than initially anticipated.
Delivery estimates may be affected by factors including customs clearance, carrier delays, transportation disruptions, weather conditions, public holidays and other unforeseen circumstances.
A shipping or dispatch date refers to when an order is sent out, not necessarily when it will arrive at the customer’s delivery address.
Customers should be aware that carrier tracking estimates may be updated during transit and that an estimated arrival date is not necessarily a guaranteed delivery date.
Nova DNA remains responsible for complying with any delivery period agreed at the time of purchase and all applicable consumer protection laws.
A delay beyond a carrier’s estimated arrival date does not, by itself, establish that an order will not be delivered. However, customers retain all applicable rights concerning delayed or undelivered goods.
If your shipment is taking longer than anticipated, we encourage you to contact our customer support team so we can investigate and provide an update.
MISSING OR DELAYED ORDERS
If your order has not arrived within the communicated delivery timeframe, please contact our customer support team at novadnafashion@gmail.com.
We will review the available tracking information, contact our shipping partners where appropriate and provide updates on the delivery status.
Where the applicable agreed or statutory delivery deadline has passed, we will work with the customer to resolve the matter in accordance with consumer protection laws.
Depending on the circumstances, customers may have the right to request delivery within a reasonable additional period and, where permitted by law, cancel the purchase and receive reimbursement.
Any applicable rights concerning non-delivery, delayed delivery or loss in transit remain unaffected.
CONTACT INFORMATION
Nova DNA
Email: novadnafashion@gmail.com