Returns & refunds

Last updated: 20 October 2026

This policy applies to UK consumer orders. Your statutory rights are not restricted by this policy.

Changed your mind?

You may tell us that you wish to cancel within 14 calendar days after the day you receive your goods, without giving a reason. For an order delivered in separate parts, the relevant period normally starts after the final item or part arrives. Once you have notified us, return the goods within a further 14 days unless we have agreed to collect them.

Email support@novacrestdigitalliving.com with a clear statement that you wish to cancel, your order number and contact details. You may also write to our business address. You do not have to use a particular form or obtain permission to exercise your statutory right to cancel.

Return destination and cost

Returns are sent to Novacrest Digital Living LLC, 2450 Shelbyville Rd, Louisville, KY 40207, United States. This is an international return from the UK to the USA.

If the item is not faulty or misdescribed, you pay the direct return shipping cost. Furniture may require specialist freight rather than ordinary post. Return costs vary significantly with the item size, weight, collection postcode and carrier; a product-specific estimate must be supplied before an order is accepted. Contact us for return routing and a carrier quotation before booking transport. We do not charge a separate restocking fee.

Handling and packaging

You may inspect goods as you reasonably would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is helpful for safe transport but is not an absolute condition of your statutory cancellation rights. Please pack all parts securely to prevent damage during return.

Faulty, damaged, incorrect or incomplete goods

Contact us with your order number and details of the issue. Photos are helpful where available. We bear reasonable return or collection costs where goods are faulty, damaged on arrival, incorrect or not as described. Depending on the circumstances and your legal rights, we will arrange a refund, repair or replacement. We will not require you to pay international return costs for a verified product fault.

UK consumers generally have a short-term right to reject goods that do not conform to the contract within 30 days, subject to applicable rules. Rights to repair, replacement, price reduction or a final rejection may apply after that period. Normal wear, accidental damage and misuse are assessed separately; this does not affect rights for an underlying defect.

Refund timing and method

For a change-of-mind cancellation, we refund without undue delay and within 14 days after receiving the goods back or receiving evidence that you sent them back, whichever is earlier, unless we have offered to collect them. Where no goods have been dispatched, we refund within 14 days after your cancellation notice. Refunds use the original payment method unless you expressly agree otherwise, without a refund processing fee.

We also refund the cost of standard outbound delivery where required; our standard delivery is free. For faulty goods, applicable statutory refund deadlines apply. Your bank or payment provider may take additional time to show a refund after we process it.

Cancel before dispatch

Contact us as soon as possible if you need to cancel or amend an order. If it has already dispatched, your cancellation and return rights still apply.

Optional cancellation wording

To Novacrest Digital Living LLC, 2450 Shelbyville Rd, Louisville, KY 40207, United States; support@novacrestdigitalliving.com:

I give notice that I cancel my contract for the following goods: . Ordered on / received on: [date]. Order number: [number]. Customer name and address: [details]. Date: [date]. Signature: [only if submitted on paper].