Novatallow Policies

Returns & Refunds

We offer a 30-day return window on unopened products, well beyond the 14-day legal minimum. Here's exactly how it works, no confusing small print.

Your right to return

You have 30 days from the day you receive your order to request a return. This is longer than the 14-day statutory minimum required under UK Consumer Contracts Regulations, because we'd rather give you room to decide.

To be eligible, your item must be unopened, unused, and with its seal intact, in the original packaging. You'll also need your order number or proof of purchase.

The one exception, for hygiene reasons

Because our balm and cream are cosmetic products sealed for hygiene protection, we can only accept returns of unopened jars with the seal intact.

Once a jar has been opened, we're unable to accept it back for hygiene reasons, in line with standard UK regulations for cosmetic products. This does not affect your rights if the product arrives faulty or damaged, see below.

How to start a return

Email us at hello@novatallow.co.uk with your order number and the reason for the return. We'll confirm next steps within one business day.

Please don't send an item back before requesting a return first, as unrequested returns may not be accepted. Once your return is approved, we'll confirm the return address and how to send it back.

Damages and issues

Please inspect your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us straight away with a photo so we can put it right.

This is a separate right under the Consumer Rights Act 2015 and applies whether or not the jar has been opened.

Exchanges

The fastest way to get a different product is to return the item you have, and once that return is approved, place a separate order for what you'd like instead.

Sale items and gift cards

Items purchased on sale and gift cards are not eligible for return, except where faulty.

Refunds

Once we've received and inspected your return, we'll let you know if it's been approved. If approved, you'll be refunded automatically to your original payment method within 10 business days.

Your bank or card provider may take a little longer to show the refund on your end. If more than 15 business days have passed since your return was approved and you still haven't seen it, contact us at hello@novatallow.co.uk.