Refund and Return Policy

Thank you for shopping at Nova Muse. 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 outline below ensures a smooth and compliant process.

1. Statutory Cancellation Right (14-Day Window)

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

2. Return Conditions and Eligibility

To ensure your return is accepted and eligible for a full refund, items must be returned to us matching the following criteria:

• The garment must be unworn, unwashed, unaltered, and completely free of odors, makeup stains, or signs of wear.
• The item must be returned in its original product packaging, with all internal branded tags, barcodes, and security labels fully intact and attached.
• Your return parcel must contain a printout of your order confirmation or a note specifying your order number.

3. How to Process Your Return

To initiate a return safely, please follow our standardized operational steps:

1. Contact our customer care team via email at info@novamusestudio.com. State your order number and itemize the pieces you wish to return.
2. Our team will evaluate your request and issue the required return shipping address details along with comprehensive packaging instructions.
3. Package your return securely and send it back using a trackable shipping method. We highly recommend keeping your postal drop-off receipt until we confirm delivery.

Return Shipping Costs: Customers are responsible for covering all return postage fees. Return shipping costs are non-refundable unless the item received was verified as faulty or incorrect upon arrival.

4. Refund Issuance and Timelines

Once your return parcel arrives back at our facilities, it undergoes a meticulous inspection. We will notify you via email regarding the approval or rejection of your return transaction.

If approved, your refund will be authorized automatically to your original payment method (Credit/Debit Card, PayPal, etc.) within 14 business days. Please note that exact processing windows may vary slightly depending on your bank provider or building society's internal policies.

5. Faulty, Damaged, or Incorrect Items

Every package leaves our facility after strict quality assurance reviews during our 1–3 business day handling phase. However, if your order is delivered with a manufacturing defect or is damaged in transit, please email us immediately at info@novamusestudio.com within 48 hours of delivery. Please include clear photographic evidence of the item's fault alongside images of the outer delivery packaging. We will prioritize your claim to provide a free replacement or a full refund.