Return & Refund Policy

Last updated: 04.12.2025

This Returns & Refunds Policy applies to purchases made on the Nude Nova website by customers based in the United Kingdom. Nude Nova is a trading name of Milakata Ltd (“Nude Nova”, “we”, “us”, “our”).

It is designed to comply with your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and other applicable UK consumer laws.

This policy is in addition to your statutory rights, for example in relation to faulty or misdescribed goods. We currently only accept returns from UK addresses to our UK returns address.

1. Your Right to Cancel 

We understand that sometimes you may change your mind. That’s why you have 28 days to return any unwanted items to us from the date of delivery. Any returned items must be in perfect condition and in the original packaging. 

If you return your items within the 28 day period, we’ll process a full refund back to your original payment method.

2. Return Eligibility 

We want you to be happy with your purchase. For returns where you simply no longer want the item (“change of mind”), the following conditions apply :

• Products should be unopened and unused

• Products should be in their original, sealed packaging

• Products should be with all labels, accessories and any free gifts included

Due to health and hygiene reasons, we cannot accept returns of cosmetics, skincare, fragrances, personal care items or supplements that have been opened, used, or where the hygiene seal or outer packaging has been broken, unless they are faulty.

This is in line with UK consumer law, which allows an exception for sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons.

If items do not meet these conditions, we may refuse the return or make a reasonable deduction from your refund to reflect any diminished value.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or not what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, with:

• Your order number

• A description of the issue

• Clear photos or videos showing the problem

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will:

• Offer a replacement (if available), or

• Offer a full refund, and

• Cover any reasonable return postage costs you incur.

Your statutory rights for faulty goods are not affected.

4. How to Start a Return

To request a return, please:

• Email us at: sales@nudenova.co.uk

Include:

• Your full name

• Your order number

• The item(s) you wish to return

• The reason for the return

Please wait for our confirmation and return instructions before sending anything back.

Do not send items back without contacting us first, as this may delay processing.

Returns Address:

Milakata Ltd

Nude Nova Returns

Ambe House, Commerce Way

Edenbridge, Kent

United Kingdom

TN8 6ED

Please mark the package clearly with “RETURN” and include your order number inside the parcel.

Until the items have been received by us at the returns address above, you are responsible for the goods, including any loss or damage that occurs in transit (except where the goods are faulty, damaged or incorrectly supplied).

 

5. Who Pays for Return Postage?

Change-of-mind returns (unwanted items):

• You are responsible for the cost of returning the items to us, unless we state otherwise in writing.

Faulty, damaged or incorrect items:

• We will refund or provide a prepaid solution for reasonable return postage costs, once we have confirmed the issue.

IMPORTANT:

We strongly recommend using a tracked and insured postal service (such as Royal Mail Tracked, Evri tracked, or similar) and keeping your proof of postage.

We cannot be held responsible for items lost in transit when being returned to us, so please ensure adequate insurance.

6. Inspection & Condition of Returned Items

All returned items will be inspected on arrival:

• We check that products are sealed, unused and in resalable condition (for unwanted returns).

• If an item shows signs of use, damage or missing parts (beyond what is necessary to check the nature, characteristics and functioning of the goods), we may deduct a proportionate amount from your refund to reflect the reduced value.

Where an item cannot be resold for hygiene or safety reasons (for example, opened cosmetics or used products), we may deduct up to 100% from your refund, unless the item is faulty.

Items returned in an unacceptable condition (e.g. opened cosmetics, used products where hygiene is a concern) may be rejected, and no refund will be issued unless the product is faulty.

7. Refunds – Amount & Timing

Once we receive your return or acceptable proof of postage, we will:

• Process your refund within 14 days of receiving the goods back or receiving evidence that they have been sent back (whichever is earlier).

• Refund you using the same payment method you used for the original purchase, unless we agree otherwise.

Refunds for items purchased as a gift can only be issued to the original purchaser’s payment method.

Delivery Charges

• If you return your whole order under your 28-day cancellation rights, we will also refund the standard delivery charge you originally paid (if any).

• If you chose an upgraded delivery option (for example, next-day delivery), we are not obliged to refund the extra cost of that service.

• If you are returning only part of your order, delivery charges are normally not refunded.

Please note:

Depending on your bank or card issuer, it may take an additional 3–5 working days after we process your refund for the funds to appear in your account.

8. Items That Cannot Be Returned (Unless Faulty)

For health, safety and hygiene reasons, the following cannot be returned if they have been opened or unsealed, unless they are faulty:

• Skincare, haircare, and bodycare products

• Makeup and cosmetics

• Fragrances and deodorants

• Personal care items (e.g. toothbrush heads, beauty tools with skin contact, etc.)

• Food supplements, vitamins and ingestible wellness products

We may also refuse returns for:

• Products not purchased directly from the Nude Nova website. This includes items purchased from third-party marketplaces, resellers, or unauthorised retailers. We can only accept returns of products purchased directly from www.nudenova.co.uk.

• Items returned outside the legal timeframes without prior agreement.

• Items missing their original packaging, hygiene seals, accessories or free gifts (unless faulty).

9. Exchanges

We do not currently offer a direct exchange service.

If you would like a different product, shade or item, please:

1. Return the original item for a refund (subject to this policy); and

2. Place a new order for the product you want.

10. Contact Us

If you have any questions about this Returns & Refunds Policy or you’re unsure whether your item is eligible for return, please contact us:

• Email: sales@nudenova.co.uk

• Contact form: via our Contact Us page on the Nude Nova website

We’ll be happy to guide you through the process.

11. Non-Delivery or Missing Items

If your order does not arrive within the estimated timeframe, or items are missing from your delivery, please contact us at sales@nudenova.co.uk within 7 days of the expected delivery date.

We will:

• Investigate the issue with our courier; and

• Arrange a replacement or refund as appropriate, subject to confirmation from our delivery partners.

12. Your Statutory Consumer Rights

This Returns & Refunds Policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable UK consumer laws.

If goods are:

• Not as described

• Not of satisfactory quality

• Not fit for purpose

You may be entitled to replacement or refund on electronic items (stated in the product description), depending on the manufacturer warranty.

These rights apply even if the item has been opened where this was necessary to discover the fault. If you believe there is an issue with the quality, safety or description of a product, please contact us as soon as possible to discuss the problem.