Refund policy

## 1. Refund and Returns Policy

**Your 30-day returns promise**

We give you 30 days from the day your order arrives to change your mind and send it back for a full refund. This is longer than the law requires, and it is on top of your legal rights below.

The steamer does not need to be unopened — we expect you to try it. In most cases we will not ask you to post anything back to us; email us and we will confirm what happens next.

**Your legal right to cancel (14 days)**

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving any reason. You then have a further 14 days to send the item back to us.

To cancel, email us at support@novaroa.store with your order number and a line telling us you are cancelling. You can use the model cancellation form below if you prefer, but you do not have to.

If you cancel within this 14-day period, we will refund everything you paid, including the standard delivery cost. Because we do not normally require the item to be sent back, we will issue the refund within 14 days of you telling us you are cancelling. Refunds go to the original payment method. We do not charge a restocking fee, and there is no cost to you.

**How to start a refund**

Email support@novaroa.store with your order number and a short note telling us why the steamer was not right for you. We will confirm your refund by reply and process it to your original payment method. Depending on your bank it usually appears within 3–5 working days after that.

Please do not post anything back to us unless we ask you to. Return postage on a single item costs more than the item is worth to us, so in almost every case we would rather you kept it, passed it on, or recycled it at your local electrical recycling point. If we do need something back, we will arrange and pay for the collection ourselves — you will never be asked to cover postage.

**If something arrives faulty, damaged or wrong**

Email us with your order number and a photo. Under the Consumer Rights Act 2015 you can ask for a full refund within 30 days of delivery if the item is faulty, not as described, or not fit for purpose. After 30 days you are entitled to a repair or replacement. We will not ask you to post a faulty item back at your own expense in any circumstances.

Your legal rights are not affected by anything in this policy.

**Model cancellation form**

To: Ahmad Ibrahem Hamdan, trading as Novaroa, P.O. Box 821147, Dubai, United Arab Emirates, support@novaroa.store

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Date: