Last updated: 24 July 2026
We want you to be completely satisfied with your NŪVO order. This policy explains when you can return an item and how refunds work. It sits alongside your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 — it does not affect them.
Your 14-day cancellation right
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To do so, simply email concierge@nuvohealth.uk with your order number before the 14 days are up. You then have a further 14 days to return the goods to us.
This right is subject to the important health and hygiene exception set out below, which applies to the majority of our products.
Health and hygiene — sealed products
Many NŪVO products are injectable wellness preparations and related consumables supplied in sealed, sterile packaging. For health and hygiene reasons, and as permitted under the Consumer Contracts Regulations, once the seal on such a product has been broken it cannot be returned or refunded unless it is faulty.
This means:
- Unopened, sealed items in their original, undamaged packaging may be returned within the cancellation period for a refund.
- Opened or unsealed items cannot be returned on change-of-mind grounds, because we cannot resell products whose sterile seal has been broken.
Your statutory rights in relation to faulty goods are not affected by this exception.
Faulty, damaged or incorrect items
If any item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days of delivery at concierge@nuvohealth.uk with your order number and a photograph of the issue. Under the Consumer Rights Act 2015 you are entitled to a full refund, replacement or repair, and we will cover the cost of return in these cases.
How to start a return
- Email concierge@nuvohealth.uk with your order number and the item(s) you wish to return.
- We will confirm whether the item is eligible and provide return instructions.
- Return the item, unopened and in its original packaging, using a tracked service. Please do not send anything back before contacting us.
Return shipping costs
For change-of-mind returns of eligible sealed items, you are responsible for the cost of returning the goods to us, and we recommend a tracked service as the item remains your responsibility until it reaches us. For faulty, damaged or incorrect items, we cover return postage.
Refunds
Once we receive and inspect your return, we will confirm your refund by email. Approved refunds are issued to your original payment method within 14 days. Where free shipping applied to your original order, only the price of the returned goods is refunded.
Items that cannot be returned
- Opened or unsealed injectable products and consumables, on health and hygiene grounds (unless faulty);
- Products returned outside the cancellation period without a fault;
- Items returned damaged due to improper handling after delivery.
Need help?
Our concierge team is happy to help with any question about returns or refunds. Contact us at concierge@nuvohealth.uk.