Refund & Promotion Policy

1. Returns and Refunds Policy

Return Shipping Address
To return an item, please send it to:
Novomins Nutrition
Unit 5A Wesley Drive
Benton Square Industrial Estate
Newcastle upon Tyne
NE12 9UP

Returns Eligibility

  • You have 14 days from the date of purchase to request a return.
  • Items must be unused, in the original packaging, and unopened. All items will be inspected upon return.
  • To process your return, email a receipt or proof of purchase to hello@novomins.com.
  • Please include a printed copy of your order and an email confirmation stating that you are returning the goods along with the item(s).
  • If your order included free gifts, those gifts must also be returned.

Exclusions

  • Items that are used, damaged, or missing parts due to reasons not caused by Novomins Nutrition (Innocent Health Ltd) are not eligible for refund or exchange.
  • Returns requested after 14 days from purchase will not be accepted.

Refund Process

  • Once your return is received and approved, we will issue a refund to your original payment method. Processing may take up to 5 working days.
  • If you haven’t received your refund, please check with your bank and credit card provider, as processing times may vary. For further assistance, email us at hello@novomins.com.

Non-Refundable Items

  • Only regular-priced items are eligible for refunds; sale items are non-refundable.

Exchanges

  • We only replace defective or damaged items. To request an exchange, email hello@novomins.com.

Return Shipping Costs

  • You are responsible for return shipping costs, which are non-refundable. If the item value is over £35, we recommend using a traceable shipping service or purchasing shipping insurance.

2. Subscription Cancellation and Returns

Cancelling Subscription Accounts

  • Recurring deliveries are scheduled every 30 days. Subscription accounts require a minimum of two orders before cancellation is accepted.
  • After two orders, you may cancel your subscription by modifying your account at https://novomins.com/tools/recurring/login/.
  • We require 3 business days’ notice before your next order’s shipping date to cancel or amend your subscription. Once an order is dispatched, refunds cannot be issued unless the item is returned unopened and intact with safety and hygiene seals. Refunds may take up to 5 working days after the item is returned.

3. Delivery Policy

  • Orders are typically dispatched within 24 hours of placement, Monday to Friday. Orders placed after the 11 AM Friday cut-off will be processed the following Monday.
  • Every order dispatched includes a tracking number, accessible via the delivery confirmation email.
  • Next Day Delivery is available Monday to Thursday for orders placed before 11 AM.
  • Standard delivery takes 3–5 working days.
  • Factors beyond our control, such as bank holidays, seasonal demand, weather, or postal delays, may extend delivery times.
  • Northern Ireland and Channel Isles deliveries may take longer.
  • If an order is not received after 3-5 days, please contact hello@novomins.com, and we will arrange a replacement if necessary.

4. Promotional Discount Codes / Voucher Code Policy

  • Promotional and voucher codes are valid for 30 days and may only be redeemed once per customer, per purchase. Codes cannot be combined with other offers or applied to subscribe-and-save discounts.
  • Codes created outside of www.novomins.com are not accepted.
  • If you experience issues with a code, please contact hello@novomins.com for verification.