This policy sets out the terms under which Nexova UK Ltd (“we,” “our,” or “us”) will consider requests for returns, refunds, and exchanges on purchases made at www.nexovauk.com. By placing an order with us, you confirm that you have read, understood, and agreed to this policy in full. We reserve the right to amend this policy at any time without prior notice. All decisions regarding returns and refunds are made at our sole discretion.

1. RETURN REQUEST TIMEFRAME

Customers may submit a return request within 30 calendar days from the date of confirmed delivery. Requests submitted after this period will not be considered, and no exceptions will be made regardless of the circumstances. It is the customer’s sole responsibility to check their order upon receipt and raise any concerns within the specified timeframe. To be eligible for a return, the item must meet all of the following conditions: • Be unused, unworn, and show absolutely no signs of use, wear, or damage; • Be in its original, unaltered condition with all original tags still attached; • Be returned in its original packaging, including any cases, cloths, or accessories; • Be accompanied by proof of purchase (order number or receipt). Important: Items that do not meet all of the above conditions will be rejected and returned to the customer at their own expense. We reserve the right to refuse any return that does not fully comply with these requirements.

2. NON-RETURNABLE ITEMS

The following items are strictly excluded from our returns and refunds policy: • Items that have been worn, used, or show any signs of handling beyond initial inspection; • Items with removed, damaged, or missing tags or original packaging; • Items purchased during sale, clearance, or special promotional events (unless confirmed defective); • Items returned outside the 30-day window under any circumstances; • Prescription or customised eyewear (where applicable); • Gift cards or store credit vouchers.

3. CHANGE OF MIND & PERSONAL PREFERENCE

Returns based on personal preference, change of mind, or subjective dissatisfaction are handled entirely at our discretion. We are under no obligation to accept such returns. Reasons that do not qualify for a refund include, but are not limited to: • Not liking the style, colour, or design after purchase; • Change of mind after placing an order; • Fit, comfort, or appearance not meeting personal expectations; • Product appearing different to how it was perceived online. In such cases, no full or partial refund, discount, credit, or compensation will be issued. The customer may not retain any items without completing a valid return. Any resolution offered in these circumstances is purely a goodwill gesture and does not create any precedent or obligation.

4. DEFECTIVE OR DAMAGED PRODUCTS

If you believe your item arrived defective or damaged, you must notify us within 30 days of delivery at business@nexovauk.com, providing your order number and clear photographic evidence of the alleged defect. We will assess the claim at our sole discretion. Where a defect is confirmed by us, our preferred resolution will be: • Replacement: We will replace the defective item with the same product at no additional cost to you; • Store Credit: At our discretion, we may offer store credit equivalent to the value of the defective item; • Partial Refund: In limited circumstances, a partial refund may be offered as a final resolution. We reserve the right to determine the most appropriate resolution on a case-by-case basis. Refusal of our offered resolution will be treated as a final decision, and no further remedies will be provided. General wear and tear, accidental damage, or damage caused by misuse is not covered.

5. REFUNDS

Refunds are issued only where expressly approved by us and only after the returned item has been received, inspected, and confirmed to meet our return conditions. All refunds are subject to the following: • Product value only: Refunds apply exclusively to the original purchase price of the item. Under no circumstances will delivery, handling, or customs charges be refunded. • Processing time: Approved refunds will be processed to the original payment method within 7 to 10 business days following our approval. • Partial refunds: We reserve the right to issue a partial refund where items are returned in a condition that is not fully compliant with our return requirements. • No refund on shipping: Original outbound delivery charges are non-refundable in all cases, without exception. • No cash refunds: Refunds will only be issued to the original payment method used at the time of purchase. Please note: The cost of returning goods to us is entirely the customer’s responsibility. We do not reimburse, subsidise, or provide prepaid return labels under any circumstances.

6. RETURN SHIPPING & RESPONSIBILITY ll

return shipping costs are the sole responsibility of the customer. This applies in all cases, including defective items, incorrect items, and change-of-mind returns. Nexova UK Ltd does not provide prepaid return labels, and no reimbursement will be made for return postage costs.

      • Customers must use a tracked shipping service for all returns. We    accept no responsibility for items lost or damaged in return transit.

      • Receipt of a returned item cannot be confirmed without valid tracking. Untracked returns that do not arrive will not be refunded.

      • Items must be securely packaged for return. Damage incurred during return transit due to inadequate packaging is the customer’s responsibility.

      • International return costs, import duties, and customs fees are entirely the customer’s responsibility.

7. PROMOTIONAL & DISCOUNTED ORDERS

Orders placed under promotional pricing, bundle offers, or discount codes are subject to additional restrictions:

     • Only the paid item(s) in a promotional bundle are covered by our  standard return and refund policy;

     • Free or heavily discounted items included as part of a promotion carry no individual warranty, return, or refund entitlement;

     • Customers may not retain free promotional items while seeking a refund for the paid item;

     • Any request for a refund on a promotional order must involve the return of all items received in that order;

     • We will not issue refunds exceeding the net amount actually paid by the customer.

8. ORDER CANCELLATION

All orders begin processing immediately upon payment confirmation. Cancellations are only accepted within 2 hours of placing the order. After this window:

     • Cancellation cannot be guaranteed, as the order may already be in           processing or dispatch preparation;

     • Orders placed in error after this timeframe will be handled under our change-of-mind policy;

    • Once an order has been dispatched, it cannot be cancelled and must instead follow the returns process;

    • Any exception to this rule is reviewed strictly at our sole discretion and does not create precedent. Customers are responsible for reviewing all order details — including size, colour, and delivery address — before completing their purchase. We accept no liability for errors made by the customer at checkout.

9. DELIVERY ISSUES & CLAIMS

Any delivery-related issues, including non-receipt, missing items, or incorrect items, must be reported to us within 30 calendar days of the confirmed delivery date. After this period:

    • No claims, replacements, or refunds will be entertained, regardless of circumstances; • Nexova UK Ltd accepts no responsibility for lost, missing, or undelivered packages reported outside this window;

    • Carrier tracking data may no longer be available after this period, making investigation impossible. It is the customer’s responsibility to monitor tracking information and report issues promptly. Failure to do so within the stated timeframe will result in the case being automatically closed with no further action taken.

10. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable UK law, Nexova UK Ltd’s liability in connection with any order shall not exceed the original purchase price paid for the item(s) in question. We shall not be liable for any indirect, incidental, consequential, or special losses, including loss of earnings, inconvenience, or disappointment. We reserve the right to refuse service, cancel orders, or decline return or refund requests where we reasonably suspect abuse, fraud, or repeated misuse of our policies. Such decisions are final.

11. CONTACT US

To initiate a return or refund request, or for any policy-related enquiries, please contact us. All requests must include your order number and a clear description of the issue. Requests submitted without this information will not be processed.