Nova Room shop

Returns and the 30-Night Shelf Test

Last updated: 20 October 2026 (draft)

Can I cancel before it ships?

Yes, any time before we dispatch it. Email hello@getnovababy.com, tell us the name and email address you ordered with, and say you want to cancel. You don’t need a reason.

We refund everything you paid, to your original payment method, within 14 days of you telling us. There’s no fee.

What if you don’t ship it in time?

We promise to dispatch your Nova Room within 6 weeks of your order. If we don’t, we cancel your order, refund you in full and email you to let you know. It happens automatically. You don’t have to ask or fill anything in.

How does the 30-Night Shelf Test work?

Live with Nova Room for up to 30 nights. If it hasn’t earned its place on the shelf, send it back and get every penny back.

1. Email hello@getnovababy.com within 30 nights of delivery. Tell us the name and email address you ordered with. You don’t need a reason.
2. We email you a free prepaid UK return label.
3. Pack up Nova Room (with its cable and plug, please), stick the label on and send it off.
4. Once it’s back with us, we refund the full price you paid, to your original payment method, within 14 days.

The Shelf Test is our own promise. It’s on top of your legal rights below, never instead of them.

What is my legal right to cancel?

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel an online order without giving a reason.

• How long you have: from the moment you order until 14 days after the day Nova Room is delivered. The 14 days start the day after delivery.
• How to cancel: tell us clearly before the time runs out. An email to hello@getnovababy.com works, or you can use the model cancellation form below.
• Sending it back: post it back within 14 days of telling us. We send you a free prepaid return label, so returning it costs you nothing.
• Your refund: everything you paid, including delivery. If you cancel before it’s dispatched, we refund you within 14 days of you telling us. If it’s already been delivered, we refund you within 14 days of getting it back, or of you showing us proof that you sent it back, whichever comes first.
• How we refund: to the payment method you used, with no fee.

The Shelf Test gives you longer and works the same way, so use whichever you like. Either way, you get a full refund.

What if it’s faulty or not as described?

Under the Consumer Rights Act 2015, Nova Room must be of satisfactory quality, fit for its purpose and as described. If it isn’t, here’s what you’re entitled to:

• Within 30 days of delivery: you can reject it and get a full refund.
• After 30 days, up to 6 months: you can ask us to repair or replace it. If that doesn’t fix the problem, or isn’t possible, you can have a full refund, or keep it at a reduced price.
• After 6 months: you have the same rights, but you may need to show the fault was there when it was delivered. If a repair or replacement doesn’t fix it, a refund may be reduced to reflect the use you’ve had.
• Time limit: you can make a claim up to 6 years after delivery (5 years in Scotland).

We pay to get a faulty Nova Room back. Email hello@getnovababy.com with the name and email address you ordered with, what’s wrong and, if you can, a photo or short video. We’ll sort it out with you.

Arrived damaged? See what to do if it arrives damaged.

How do I get my money back?

Every refund goes back to the payment method you used. If you paid with Apple Pay or Google Pay, it goes back to the card behind it. We don’t charge a fee for refunds. Once we’ve sent it, your bank may take a few working days to show it.

Model cancellation form

You don’t have to use this form. An email that says “I want to cancel my Nova Room order” works just as well. If you’d rather use the official form, copy it into an email to hello@getnovababy.com, or print it and post it to the address in the form.