Refund policy

RETURNS AND REFUND POLICY

This Returns and Refund Policy applies to purchases made from PrinsNova.

PrinsNova is a trading name of Prinsloo Unlimited Enterprises Ltd, a company registered in England and Wales under company number 17406743.

CONTACT DETAILS

Email: shop@prinsnova.uk
Telephone: +44 7555 963062
Registered office: 124 City Road, London, EC1V 2NX

Our registered office is not a retail store or customer returns address.

Please do not return products to our registered office, the manufacturer, the supplier or an address shown on the original parcel unless we have confirmed in writing that it is the correct return address for your product.

  1. YOUR RIGHT TO CANCEL

You normally have the right to cancel an eligible online order within 14 calendar days after the day on which you, or a person nominated by you, receives the goods. You do not need to provide a reason.

If an order contains multiple products delivered separately, the cancellation period normally ends 14 calendar days after the day on which the final product is received.

To exercise your right to cancel, email shop@prinsnova.uk within the applicable 14-day cancellation period and clearly tell us that you wish to cancel your order.

Please include:

• The word “RETURN” and your order number in the email subject
• Your full name
• Your order number
• The product or products you wish to return
• The reason for the return, if you would like to provide one

Once you have notified us that you are cancelling, you must send the eligible product back within a further 14 calendar days.

Contacting us before sending the product allows us to provide the correct return address and instructions. Our products may be dispatched from different warehouses, and the appropriate returns facility may not be the address shown on the parcel.

  1. RETURN CONDITIONS

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

Wherever reasonably possible, products should be returned:

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

You may inspect a product in the same way that you reasonably could in a physical shop.

If you handle or use a product beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may reduce your refund to reflect the resulting loss in value, where permitted by law.

Removing or damaging the original outer delivery packaging does not automatically remove your statutory cancellation rights. However, you should package returned products securely to prevent damage during transit.

  1. RETURNING YOUR PRODUCT

Please contact us before returning anything so that we can provide:

• The correct authorised return address
• Any required return reference or documentation
• Packaging or courier instructions, where applicable
• A prepaid return label, if one is being provided

Returning a product to the registered office, an unauthorised address, the supplier or the manufacturer may delay the return because the product may not reach the correct returns facility.

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

• We have agreed to pay the return cost
• We have supplied a prepaid return label
• We failed to tell you before purchase that you would be responsible for the return cost
• The product is faulty, damaged, misdescribed or incorrectly supplied

We recommend using an appropriately insured, tracked postal or courier service and retaining proof of postage until your refund has been completed.

Where you arrange the return yourself, you remain responsible for the product until it reaches the authorised return address. This does not apply where we arrange collection or appoint the returns carrier.

  1. DAMAGED, FAULTY, MISDESCRIBED OR INCORRECT PRODUCTS

Please inspect your order as soon as reasonably possible after delivery.

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

• Faulty or damaged
• Not as described
• Not of satisfactory quality
• Not fit for its intended purpose
• Different from the product you ordered
• Missing components or accessories

Please provide your order number and a description of the problem. Where reasonably possible, photographs or a short video may help us assess the issue more quickly. Providing photographs or video does not remove your statutory rights, and we will not require evidence that is unreasonable or impossible to provide.

Where a product is faulty, damaged, misdescribed or incorrectly supplied, we will provide an appropriate remedy in accordance with UK consumer law. Depending on the circumstances and applicable time limits, this may include:

• A repair
• A replacement
• A price reduction
• A full or partial refund
• The short-term right to reject the product, where applicable

We will pay or reimburse reasonable return costs where required by law. Please follow our return instructions so that unnecessary charges are avoided.

Damage caused by misuse, accidental damage, neglect, improper installation or assembly, failure to follow instructions, unauthorised alteration, or ordinary wear and tear is not normally treated as an inherent product fault.

  1. PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION

Unless a product is faulty, damaged, misdescribed, incorrectly supplied or otherwise protected by law, the right to cancel may not apply to:

• Products made to your specifications or clearly personalised
• Products that are liable to deteriorate or expire rapidly, including certain food, flowers and plants
• Sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed after delivery
• 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 immediate supply and acknowledged that you would lose your cancellation right

Beauty and personal-care products are not automatically excluded from returns. However, a sealed hygiene-sensitive product may become ineligible for a change-of-mind return if its protective seal is broken after delivery and the product is then unsuitable for return for health-protection or hygiene reasons.

If the hygiene seal remains intact, the product may still be eligible for return under your normal cancellation rights.

Please contact us before opening a hygiene-sensitive product if you are unsure whether opening it will affect your right to return it.

These exclusions do not affect your rights where a product is faulty, damaged, misdescribed or incorrectly supplied.

  1. SALE AND DISCOUNTED PRODUCTS

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

A reduced price does not remove your statutory rights unless the price reduction was specifically because of a fault that was clearly disclosed to you before purchase.

  1. GIFT CARDS

Gift cards cannot normally be exchanged for cash, except where required by law.

Any statutory cancellation rights applying to an online gift-card purchase will still be honoured. If a gift card has already been used in full or in part, this may affect the amount that can be refunded.

  1. EXCHANGES

We do not currently offer direct change-of-mind exchanges.

The quickest way to obtain a different product is normally to return the original eligible 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, misdescribed or incorrectly supplied.

  1. REFUNDS

We will notify you when we receive and assess your return.

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

• The day on which we receive the returned product
• The day on which you provide satisfactory evidence that you have sent the product back

We may withhold the refund until we receive the product or you provide evidence that it has been returned, whichever occurs first.

The refund will be made to the original payment method unless we expressly agree another method with you. You will not be charged a fee by us for receiving the refund.

Where you cancel the entire eligible order, the refund will include:

• The price paid for the returned products
• The cost of our least-expensive standard delivery option offered when the order was placed

If you selected premium, express or another enhanced delivery option, we are not required to refund the additional amount above the cost of our least-expensive standard delivery option.

Original delivery charges may not be refundable where only part of an order is returned and the delivery charge would have been the same for the products retained.

Where permitted by law, we may reduce a refund to reflect:

• Loss in value caused by handling beyond what was reasonably necessary to inspect the product
• Missing parts or accessories
• Damage occurring while the product was under your care

Any reduction will be based on the actual loss in value and will not be an arbitrary restocking charge.

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

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

  1. CANCELLED ORDERS THAT HAVE NOT BEEN DISPATCHED

If you ask to cancel an order before dispatch, we will try to stop it before it leaves the warehouse.

Because orders may be processed automatically, we cannot guarantee that a cancellation request will reach the warehouse before dispatch. If the order has already been dispatched, you may need to receive and return it using the process described in this policy.

  1. REFUSED AND UNDELIVERABLE PARCELS

Refusing delivery does not always provide us with the information needed to process a cancellation or refund.

If you wish to cancel, please contact us directly at shop@prinsnova.uk even if you have refused the parcel.

If an order is returned because an incorrect or incomplete delivery address was supplied, delivery was repeatedly unsuccessful, or the parcel was not collected, we will contact you. Reasonable additional delivery or return costs may be deducted or charged where permitted by law and where the failed delivery was not caused by us or the carrier.

  1. YOUR STATUTORY RIGHTS

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

If any part of this policy conflicts with rights that cannot legally be excluded, your statutory rights will take priority.

PrinsNova is a trading name of Prinsloo Unlimited Enterprises Ltd.

Prinsloo Unlimited Enterprises Ltd is registered in England and Wales under company number 17406743.

Registered office: 124 City Road, London, EC1V 2NX
Email: shop@prinsnova.uk
Telephone: +44 7555 963062

Last updated: 19 August 2026