Refund policy

30-day returns

You may request a return within 30 days of delivery. This policy does not affect your statutory consumer rights.

How to start a return

Email info@novabike.co.uk within 30 days of delivery.
Include your order number, the item(s) you wish to return and the reason for the return.
We will provide return instructions.

Please do not send an item back before receiving return instructions.

Return address

Authorised returns are sent to: 128 Princess Street, Burton-on-Trent, Staffordshire, DE14 2NT, United Kingdom.

Return costs and condition

For a change-of-mind return, you are responsible for the cost of returning the item. We do not charge a restocking fee.

Items should be returned unused and in their original condition, with original packaging, tags and accessories where applicable. We will not refuse a return merely because an item has been inspected as you would in a shop, but we may assess any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or incorrect, contact us promptly with your order number and clear photos or video of the issue. We will review the issue and arrange an appropriate resolution, which may include a replacement, refund or return.

Refund timing

After we receive your returned item, or evidence that you have sent it back, we will inspect it and issue any approved refund to the original payment method. Refunds are issued within 14 days after we receive the returned goods or evidence of return, whichever is earlier. Your bank or payment provider may need additional time to show the funds in your account.

Original delivery costs will be refunded where required by applicable law.