Return, Refund & Cancellation Policy

Returns

Annova offers a 14-day return period for eligible products. You must notify us within 14 days of receiving your item if you wish to request a return.

To request a return, please email customercare@annova.biz with your order number and details of the item you wish to return.

Please do not return any goods until Annova has confirmed your return and provided return instructions. Items returned without prior authorisation may not be accepted.

For change-of-mind returns, products should be returned in the same condition in which they were received, unused where reasonably applicable, with all accessories and, where reasonably possible, in their original packaging. Proof of purchase may be required.

For ordinary change-of-mind returns, the customer is responsible for arranging and paying the return shipping costs, except where applicable consumer law requires otherwise.

Return Addresses

Annova will provide the appropriate return address when your return is authorised.

United Kingdom customers: Returns will be directed to the appropriate UK return warehouse.

United States customers: Returns will be directed to Annova's designated return warehouse in the United States.

Australian customers: Returns will be directed to Annova's designated return warehouse in Australia.

Please do not send goods to any Annova address without first receiving return instructions.

Cancellations

Orders may be cancelled before they have been fulfilled or dispatched.

Once an order has been fulfilled or dispatched, it can no longer be cancelled through the cancellation process. If you no longer require the goods, please accept delivery and contact customercare@annova.biz to request a return.

Nothing in this section limits any cancellation rights that apply under the consumer law of the country in which you purchased the goods.

Refused or Unaccepted Deliveries

If an order has already been dispatched and the customer refuses delivery, fails to accept delivery, or provides circumstances that cause the courier to return the parcel to Annova, any refund will be processed after the returned goods have been received and checked.

Where permitted by applicable law, Annova may deduct from the refund the actual shipping costs, return carriage charges, customs duties or carrier charges incurred as a result of the unsuccessful delivery, together with a handling charge of £5 or the equivalent amount in the customer's local currency.

These deductions will not apply where the failed delivery or return results from an error by Annova, faulty or incorrectly supplied goods, or where applicable consumer law does not permit such deductions.

Faulty, Damaged or Incorrect Goods

If your product is faulty, damaged, not as described, or you have received an incorrect item, please contact customercare@annova.biz as soon as reasonably possible.

Please provide your order number, details of the problem and, where appropriate, photographs or other information that will help us assess the issue.

Do not return the product until Annova has provided return instructions.

United Kingdom: Where a product develops a fault, including after the initial 14-day return period, please contact Annova first. If a return is required, Annova will provide instructions for returning the product to the appropriate UK return warehouse.

United States: If a return is required, Annova will provide instructions for returning the product to its designated return warehouse in the United States.

Australia: If a return is required, Annova will provide instructions for returning the product to its designated return warehouse in Australia. Australian customers' rights under the Australian Consumer Law are not limited by Annova's 14-day change-of-mind return period.

Where applicable consumer law requires Annova to bear or reimburse reasonable return costs for faulty goods, Annova will comply with those requirements.

Exceptions and Non-Returnable Products

Some products may not be eligible for change-of-mind returns for hygiene, health, safety or other legal reasons once opened or unsealed. This may include certain personal-care products, sealed audio/video recordings or software once unsealed, personalised or specially ordered products, perishable products and other products that are legally exempt from cancellation or change-of-mind returns.

This does not affect your rights where goods are faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer protection law.

Exchanges

If you would like a different product, please contact Annova. Unless otherwise agreed, the simplest procedure is normally to return the eligible item in accordance with this policy and place a new order for the replacement product.

Refunds

Once your return has been received and inspected, Annova will notify you whether the refund has been approved.

Approved refunds will be made to the original payment method. The time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Any refund will be processed within the period required by applicable consumer law.

United Kingdom Consumer Rights

For eligible online purchases, UK consumers generally have the right to notify Annova that they wish to cancel within 14 days after receiving their goods and then have a further 14 days to return the goods.

Where required by UK consumer law, Annova will refund the standard outbound delivery charge. Additional amounts paid for premium or expedited delivery may not be refundable beyond the standard delivery cost.

These rights are separate from your rights relating to faulty, damaged or mis-described goods.

Australian Consumer Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Annova's 14-day change-of-mind return policy is additional to, and does not replace or restrict, these rights.

Contact Us

For cancellations, returns, faulty products or refund enquiries, please contact:

Annova (UK) Ltd
Email: customercare@annova.biz

Please include your order number in all correspondence.