Cancellation policy

At Novaesta, we understand that sometimes plans change, and you may need to cancel your order. We aim to make this process as smooth and transparent as possible. Please review our cancellation policy below.

Order Cancellations

  • Orders can be cancelled within 24 hours of purchase without any charges, provided that the order has not yet been processed or shipped.
  • Once an order has been processed or shipped, it cannot be cancelled. In this case, you may need to wait until you receive your package and then follow our Return & Refund Policy to send the items back.

How to Request a Cancellation

If you wish to cancel your order, please contact our customer service team as soon as possible:

Please include your order number and full name in your cancellation request to help us process it quickly.

Refunds for Cancelled Orders

  • Approved cancellations made within the eligible time frame will be refunded to your original payment method.
  • Refunds may take 7 business days to appear in your account, depending on your bank or payment provider.

Exceptions

  • Orders that have already been shipped cannot be cancelled.
  • Custom or personalised items (if applicable) cannot be cancelled once production has started.

Damaged Packages & Claims

If your order arrives damaged, please take a clear photo of the damaged package and contact our support team within 7 days of delivery. Without proof of damage, we cannot issue a refund, replacement, or credit note.

Contact Information

If you have any questions regarding cancellations, please reach out to us:

Brand Name: Novaesta
Email Address: support@novaesta.com
Phone Number: +447853785319
Registered Address: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom

Company Name: Venti Brands LTD
Company Number: 16511561

Customer Service Opening Hours:

Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday and Sunday: closed

We typically respond to emails within 24 hours on business days.