Every Novara is engraved with the name you choose, so it is made to your specification. The law’s 14-day right to cancel online orders does not apply to goods made to the consumer’s specifications or clearly personalised (Consumer Contracts Regulations 2013, regulation 28(1)(b)). This means we cannot take an engraved Novara back because you have changed your mind.
Changing or cancelling your order
For 12 hours after you order, you can change the name, the style or the delivery address, or cancel for a full refund, free of charge. Use the link in your order confirmation email. After that we start engraving, so we can no longer cancel the order or refund it for a change of mind. Until your Novara is dispatched we can still change the delivery address, or hold it for up to 60 days if you need us to.
If we made a mistake
If the engraving does not match the preview you confirmed, or we sent the wrong style, finish or box, we will remake it free and send it by express delivery. You do not need to send the first one back. Within 30 days of delivery you can choose a full refund instead.
If the name was misspelt in the order
We engrave exactly what you confirm. If the spelling in your order was wrong, we can remake your Novara with the correct name for a fixed remake fee, which we will tell you before you pay. You keep the first one.
Faulty, damaged or not as described
If your Novara arrives faulty, damaged or not as described, tell us and we will put it right at no cost to you, with a replacement or a refund. These rights come from the Consumer Rights Act 2015 and are not affected by personalisation. A photo or short video is usually enough; in most cases you will not need to return anything.
Gifts
If you received a Novara as a gift, you can contact us yourself with the support code on the card in the box. You do not need to ask the person who gave it to you, and we will not tell you what it cost. A replacement is sent to you. A refund is always paid to the person who placed the order, to their original payment method.