Refund policy

RETURNS AND REFUND POLICY

This Returns and Refund Policy applies to purchases made from PrinsNova, operated by Prinsloo Unlimited trading as PrinsNova.

CONTACT DETAILS

Email: shop@prinsnova.uk
Telephone: 07555 963062
Registered Address:  124 City Road, London, EC1V 2NX

Please do not return products to our business address or to an address shown on the original parcel unless we have confirmed in writing that it is the correct return address.

YOUR RIGHT TO CANCEL

You have the right to cancel an eligible online order within 14 calendar days of receiving it, without providing a reason.

To request a return, email shop@prinsnova.uk within 14 days of receiving your order.

Please include:

• The word RETURN and your ORDER NUMBER in the email subject
• Your full name
• The product you wish to return
• The reason for the return, if you would like to provide one

Once you have notified us, you must return the product within a further 14 calendar days.

RETURN CONDITIONS

Please take reasonable care of products while they are in your possession.

Wherever possible, products should be returned:

• Unused, unworn and undamaged
• With their original tags and accessories
• In their original packaging
• With a receipt or other proof of purchase

You may inspect a product in the same way that you reasonably could in a physical shop. If the product has been handled or used beyond what is necessary to establish its nature, characteristics and functionality, we may reduce your refund to reflect any loss in value, where permitted by law.

Not having the original outer delivery packaging does not automatically remove your statutory cancellation rights.

RETURNING YOUR PRODUCT

You must contact us and receive return instructions before sending anything back. Products may be supplied from different warehouses, so the correct return address can vary.

Products returned without prior authorisation or sent to an incorrect address may be delayed or may not reach the appropriate returns facility.

For change-of-mind returns, you will normally be responsible for the direct cost of returning the product unless:

• We have agreed to pay the return costs
• We have supplied a prepaid return label
• The product is faulty, damaged, not as described or incorrect

We recommend using a tracked postal or courier service and keeping your proof of postage. We cannot be responsible for a return that is lost before reaching the designated return address.

Please do not return products directly to the manufacturer or supplier unless we instruct you to do so.

DAMAGED, FAULTY OR INCORRECT PRODUCTS

Please inspect your order as soon as it arrives.

Contact us promptly at shop@prinsnova.uk if a product is:

• Faulty or damaged
• Not as described
• Not fit for purpose
• Different from the product you ordered

Please include your order number, a description of the problem and, where possible, photographs or a short video showing the issue.

Where a product is confirmed as faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with your statutory rights. This may include a repair, replacement or refund. We will also cover reasonable return costs where applicable.

Damage caused by misuse, accidental damage, neglect, improper assembly or ordinary wear and tear is not treated as a product fault.

PRODUCTS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Unless they are faulty, damaged, incorrectly supplied or not as described, the right to cancel may not apply to:

• Products made to your specifications or clearly personalised
• Products that deteriorate or expire rapidly, including certain food, flowers and plants
• Sealed products that are unsuitable for return for health-protection or hygiene reasons once their seal has been broken
• Sealed audio recordings, video recordings or computer software once unsealed
• Newspapers, periodicals and magazines, except subscription contracts
• Products that have become inseparably mixed with other items after delivery
• Digital content once downloading or streaming has started, where you expressly agreed to its immediate supply and acknowledged that you would lose your cancellation right

Beauty and personal-care products are not automatically excluded. However, sealed hygiene-sensitive products may become non-returnable once their protective seal has been opened.

Please contact us before opening a hygiene-sensitive product if you are unsure whether it can be returned.

SALE PRODUCTS AND GIFT CARDS

Eligible sale or discounted products have the same statutory cancellation and consumer rights as full-price products.

Gift cards cannot normally be exchanged for cash. However, any statutory cancellation rights that apply to an online gift-card purchase will still be honoured.

EXCHANGES

We do not currently offer direct exchanges.

The quickest way to obtain a different product is to return the original product in accordance with this policy and place a separate order.

This does not affect your right to request an appropriate repair or replacement where a product is faulty, damaged or incorrect.

REFUNDS

We will notify you after receiving and inspecting your return.

Where you exercise your statutory right to cancel, we will issue your refund without undue delay and no later than 14 calendar days after:

• We receive the returned product
• You provide evidence that you have sent the product back

The earlier of these dates will apply.

The refund will be made to your original payment method. It will include the price paid for the eligible returned product and the cost of our least-expensive standard delivery option.

Additional charges for premium, express or other enhanced delivery options will not be refunded beyond the cost of standard delivery.

Your bank, card provider or payment service may require additional time to display the refund in your account.

If you have not received an approved refund after 15 business days, please contact shop@prinsnova.uk and quote your order number.

YOUR STATUTORY RIGHTS

Nothing in this policy limits or excludes your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Last updated: 3 August 2026