Returns, Refunds & Cancellations
HomesbyNova — Returns, Refunds & Cancellations Policy
Last updated: 17 August 2026
At HomesbyNova, we believe that exceptional furniture deserves an equally considered customer experience.
We take pride in providing beautifully selected furnishings, personalised design services and a convenient white-glove delivery and collection experience.
We understand that sometimes a purchase may not be right for your home. Our Returns, Refunds & Cancellations Policy explains how to request a return, arrange collection and receive a refund.
1. Our 14-Day Returns Policy
For most standard furniture and physical goods purchased online, customers have the statutory right to cancel their order within 14 days after receiving their goods.
If your purchase is not quite right for your space, you may contact our customer service team within this period to request a return.
Customers do not need to provide a reason when exercising their statutory change-of-mind cancellation rights.
Once you have notified us of your cancellation, goods will be collected through our white-glove collection service.
For qualifying cancellations, the usual statutory period for returning goods is a further 14 days after cancellation. Our collection service is designed to make this process easier.
2. White-Glove Returns Collection
At HomesbyNova, furniture returns are handled through our dedicated white-glove collection service.
Rather than requiring customers to arrange transportation of large furniture themselves, we offer a professional collection directly from the delivery address.
White-glove return collection fee: £50
A fixed £50 collection charge applies to eligible change-of-mind furniture returns where this charge has been disclosed before purchase and is legally payable.
Collection Timeframe
Once your return request has been reported to our customer service team, a white-glove driver will collect the furniture within seven calendar days of receiving your request.
Our team will contact you to confirm the collection date and make the necessary arrangements.
What Our Collection Service Includes
Collection by a professional white-glove driver
Collection directly from your agreed address
Appropriate handling of large or heavy furniture
Coordinated transportation of the returned goods
Communication regarding your collection arrangements
Customers should ensure the furniture is available for collection at the agreed time and that the collection team has safe access to the property.
If you are unable to accommodate a proposed collection appointment, please inform us promptly so that alternative arrangements can be made without affecting your statutory rights.
The £50 charge is a collection cost, not a restocking fee or refund administration charge.
Important: No collection fee will be charged where HomesbyNova is legally responsible for the reasonable costs of returning faulty, damaged, incorrectly described or otherwise non-conforming goods.
3. How to Request a Return
To request a return, please email:
services@Homesbynova.co.uk
Please provide:
Your full name
Your order number
The furniture item or items you wish to return
Your collection address
Any relevant details about the return
If you are reporting a faulty or damaged item, photographs may help us investigate the issue.
Once your request has been received, our team will provide confirmation and coordinate your white-glove collection.
For eligible change-of-mind returns, the £50 collection charge will be explained and handled in accordance with the terms disclosed before your purchase.
Your statutory cancellation rights do not depend on our approval of your request.
4. Preparing Furniture for Collection
We ask customers to take reasonable care of furniture while it remains in their possession.
Before the arranged collection, please ensure that:
The furniture is accessible to the collection team
Personal belongings have been removed
Any detachable accessories originally supplied are available
Access routes are safe and reasonably clear
You are entitled to inspect your furniture in a manner comparable to what would ordinarily be permitted in a shop.
Opening packaging or reasonably inspecting a product does not automatically remove your right to cancel.
Where furniture has been handled beyond what is necessary to establish its nature, characteristics and functioning, a deduction for any resulting reduction in value may be made where legally permitted.
Original packaging should be retained where practical, but it is not an absolute requirement for exercising statutory cancellation rights.
5. Damaged, Faulty or Incorrect Furniture
We are committed to providing furniture that meets the quality and specifications agreed at purchase.
If your furniture arrives damaged, is faulty or differs from the product ordered, please contact us at:
services@Homesbynova.co.uk
Please include your order number, a description of the issue and photographs where reasonably available.
We encourage customers to report visible delivery damage as soon as practical.
This does not impose a shortened reporting deadline or affect your statutory consumer rights.
Complimentary Collection for Qualifying Faults
Where a customer is legally entitled to return furniture because it is faulty, damaged, incorrectly described or otherwise does not meet applicable consumer standards, HomesbyNova will arrange the necessary return collection at no cost to the customer.
Our white-glove driver will collect furniture requiring return within seven calendar days of the issue being reported.
Depending on the circumstances and applicable consumer law, customers may be entitled to a refund, repair, replacement or price reduction.
Any applicable remedy will be provided in accordance with the Consumer Rights Act 2015.
6. Bespoke & Customised Furniture
Certain HomesbyNova products, including bespoke mirrors and individually specified furniture, may be produced according to a customer's unique requirements.
Where an item is genuinely made to your individual specifications or clearly personalised, the statutory 14-day change-of-mind cancellation exception may apply.
Any applicable restriction will be identified before purchase.
Selecting an ordinary size, colour or finish from a standard product range does not automatically remove statutory cancellation rights.
Once production of a genuinely bespoke product has commenced, requested changes may be limited by the manufacturing stage.
This does not affect your legal rights if a bespoke product arrives faulty, damaged or incorrectly described.
7. Furnishing Packages
HomesbyNova offers carefully coordinated furnishing and design packages.
The applicable return and cancellation rights depend on the products and services included in the chosen package.
The Room Vision
A one-room furnishing design service without physical furniture. The cancellation terms for design services apply.
The Furnishing Blueprint
A two-room furnishing design service without physical furniture. The cancellation terms for design services apply.
The Signature Statement
Where physical furniture is included, applicable furniture return rights apply.
The Signature Room Essentials
A coordinated furniture and design package featuring an agreed sofa and coffee table, together with specified services.
The Residence Foundations
A five-piece furniture package comprising an agreed sofa, coffee table, accent chair, upholstered bed frame and chest of drawers, together with specified furnishing services.
For eligible change-of-mind returns of physical furniture supplied through these packages, the £50 white-glove collection charge applies where properly disclosed and legally payable.
Where a package combines furniture with design or installation services, cancellation rights will be assessed according to the nature of the contract and applicable consumer law.
8. Furnishing Design Services
Our personalised furnishing design services may include consultations, furnishing concepts, moodboards, layouts and sourcing recommendations.
For most design services purchased online, customers have a statutory cancellation period of 14 days after the service contract is made.
Where a customer expressly requests that work begins during this period, a proportionate charge for services already supplied may apply if the customer subsequently cancels, provided the applicable legal requirements have been met.
If the service has been fully completed during the cancellation period following the necessary express request and acknowledgement, the statutory cancellation right may be lost.
A design service is not automatically non-refundable simply because a booking has been made or payment has been received.
Your statutory rights regarding services that are not carried out with reasonable care and skill remain unaffected.
9. Refunds & Processing Times
Refunds are processed in accordance with applicable UK consumer law.
For eligible online change-of-mind cancellations where HomesbyNova offers to collect the goods, reimbursement will be made without undue delay and generally no later than 14 days after we are informed of your valid cancellation.
Refunds will be made to the original payment method unless you expressly agree otherwise.
For eligible change-of-mind furniture returns, the £50 white-glove collection charge is payable separately or otherwise handled as expressly agreed, where permitted by law.
We do not impose administration or restocking fees for exercising statutory cancellation rights.
Where applicable, refunds will include the standard outbound delivery charge required by law.
Any legally permitted deduction for excessive handling of furniture will be assessed according to the actual reduction in value.
No £50 collection fee will be charged for returns where HomesbyNova is legally responsible for the return costs.
10. Exchanges
If you would prefer a different furniture item, size or finish, please contact our customer service team.
Exchanges are subject to availability and the terms agreed for the replacement item.
Where an exchange is requested purely as a matter of preference and involves a furniture collection, the £50 collection charge may apply where agreed and legally permitted.
Where an exchange is required as a statutory remedy for faulty or incorrectly described goods, the customer will not be charged for collection or other necessary remedy costs.
11. Cancelling an Order Before Delivery
If you wish to cancel your order before dispatch or delivery, please contact us as soon as possible.
For standard furniture eligible for statutory online cancellation, the applicable cancellation and refund rights will be respected.
Where no collection is required, no £50 white-glove collection charge will apply.
Different cancellation provisions may apply to genuinely bespoke goods and services commenced at your express request, where legally permitted.
12. Delivery Delays
Delivery timescales may vary depending on the product, supplier availability and agreed fulfilment arrangements.
Where a material delay occurs, we will contact you and explain the available options.
If delivery obligations are not met, customers may be entitled to cancel their order and receive a refund in accordance with applicable consumer law.
No collection fee applies where there are no goods to collect.
13. Your Statutory Rights
This policy operates alongside applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy excludes or restricts statutory consumer rights.
Where legislation requires HomesbyNova to bear return, collection, repair or replacement costs, those costs will not be passed to the customer.
14. Contact HomesbyNova
If you wish to arrange a return, report an issue or enquire about an order, please contact our customer service team.
HomesbyNova
Email: services@Homesbynova.co.uk
Business correspondence address:
Homes By Nova
[Confirm street/building address]
Covent Garden
London
WC2H 9JQ
United Kingdom
All furniture collections are arranged directly with our white-glove drivers. Customers should not send furniture to our business correspondence address without prior authorisation.
The HomesbyNova Promise
We believe that thoughtful service should extend beyond the moment your furniture arrives.
Whether you're creating a new space, refining an existing room or arranging a return, our aim is to provide an experience that feels organised, personal and effortless.
Thank you for choosing HomesbyNova.