Refund & Return Policy

Last Updated: September 2026

Thank you for shopping at Nova Muse (www.novamusestudio.com), operated by FF COMMERCE LTD. We take great pride in the quality of our designs and want you to be entirely satisfied with your purchase. If you need to return an item, our policy outlined below ensures a smooth, transparent, and legally compliant process under UK consumer protection standards.

1. Statutory Right to Cancel (14-Day Cooling-Off Window)

In accordance with the UK Consumer Contracts Regulations, you have the right to cancel your purchase and request a return within 14 calendar days from the day on which you (or a designated third party) physically receive your parcel. Return requests initiated outside of this statutory 14-day window cannot be processed.

2. Return Eligibility & Conditions

To ensure your return is accepted and eligible for a full refund, items must match the criteria set out below:

• Garments must be unworn, unwashed, unaltered, and completely free of odors, makeup stains, or signs of wear.
• Items must be returned in their original packaging, with all internal branded tags, barcodes, and security labels fully intact.
• Your return parcel must contain a copy of your order confirmation or a note specifying your order number.
• Hygiene Exception Notice: For hygiene reasons, products such as pierced jewelry, underwear, and swimwear cannot be returned once their protective hygiene seals have been broken or tampered with, unless delivered faulty.

3. How to Initiate Your Return

1. Submit Request: Email customer care at info@novamusestudio.com within 14 days of receipt. State your order number and specify the items you wish to return.
2. Receive Pre-Authorization: Our team will verify your request and issue full packaging instructions alongside the authorized UK forwarding return address.
3. Dispatch via Trackable Courier: Securely pack your parcel and send it to the designated address using a trackable shipping service. Retain your postal receipt until delivery is confirmed.

Return Shipping Charges: Customers are responsible for covering return postage fees for standard returns. Shipping fees are non-refundable unless items arrived damaged, defective, or incorrect.

4. Refund Issuance & Processing Timelines

Upon arrival at our facility, returned items undergo thorough inspection. We will notify you via email regarding the status of your refund. Approved refunds are credited automatically to your original payment method within 14 business days. Exact processing times may vary depending on your card issuer or banking provider.

5. Faulty, Damaged, or Incorrect Deliveries

Every parcel undergoes quality checks during our 1–3 business day handling stage. If an item arrives damaged or incorrect, please email info@novamusestudio.com within 48 hours of delivery. Include clear photos showing the defect alongside pictures of the outer delivery packaging. Verified claims will receive a prepaid return authorization and a free replacement or full refund.

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