Trading Terms: Returns Policy
We hope that you will be pleased with your purchase from Nova Chrome UK Ltd. We do however accept that there may be an occasion when you will need to return items to us.
We can only accept returns that are accompanied by a Returns Authorisation number. This information will be sent once the return is processed.
Credit / Refund will be made once the goods are accepted back into stock in a re- saleable condition.
Returns may be subject to a 15% handling charge.
Items damaged in transit
When taking delivery of your order, please check the goods immediately, wherever possible. If your order has been damaged in transit, we require notification within 3 working days of receipt of goods. Where there is visible damage to the parcel or its contents, all courier notes must be signed as “received damaged” and where possible, photographic evidence of the damages and the courier label would also be required.
All goods collected or received must be checked immediately on receipt. Any damages, faults, shortages or discrepancies must be advised via email / writing to Nova Chrome UK within 3 working days of receipt of goods.
Once any damaged items are received back at Nova Chrome, we will issue a replacement , credit note or full refund to you via your original payment method and will reimburse your reasonable return carriage costs. If immediate replacements are required, we will invoice you for these items.
Damaged Mugs – should any mugs be damaged during transit a credit will be issued to the amount of the damaged mugs. Replacements will not be sent out due to further risk of damages but instead the credit will be applied to your next order.
Products are supplied in good condition, and are subject to quality control checks by the relevant manufacturer. In the event that you believe your purchased item to have an issue, please contact us – we will be happy to work with you to resolve the issue.
We reserve the right to test returned items, both consumables and equipment. In the event that goods are found to be not faulty, we also reserve the right to return the items to you. In these cases, you will be liable for the return carriage.
In the event that items are proven to be faulty, we will offer the option of either a credit applied to your account for the value of the faulty items, or replacements that will be shipped with your next order from us. Credit/Refund cannot be made against items that have already been printed.
All equipment supplied by Nova Chrome UK is tested for compatibility with the dye sublimation transfer process. No other suitability with other transfer methods is implied, and customers looking to purchase equipment for use with transfer methods such as HTV, Plastisol transfers, Laser Transfer, DTF and similar processes should speak to our technical support team prior to purchase – we will be happy to test upon request.
Please note that colours and sizes of actual products can vary slightly to those shown on screen due to limitations in photography and variance in display colour quality. If in doubt, please contact us via telephone or via our contact page to verify prior to order.
All printers sold by Nova Chrome UK are tested and supplied to offer the best possible results when used in the manner intended by the manufacturer. We are happy to answer any queries regarding (but not limited to) print quality, colour quality, compatibility, etc, prior to purchase. To ensure complete satisfaction, we will also be pleased to offer printed samples for evaluation prior to purchase.
Returns and replacements on printers are subject to working with our technical support team and the relevant manufacturer(s) to identify and address any technical issues prior to any returns or replacements being issued or authorised.
All heat transfer equipment supplied by Nova Chrome UK is tested for compatibility with the dye sublimation transfer process. No other suitability with other transfer methods is implied, and customers looking to purchase equipment for use with transfer methods such as HTV, Plastisol transfers, Laser Transfer, DTF and similar processes should speak to our technical support team prior to purchase – we will be happy to test upon request.
We reserve the right to test returned items, both consumables and equipment. In the event that goods are found to be not faulty, we also reserve the right to return the items to you. In these cases, you will be liable for the return carriage. Credit/Refund cannot be made against items that have already been printed.
Change of mind
If you have changed your mind about any item ordered, and wish to return it, then you may do so, provided you inform us of your decision within 48 hours of receipt. Upon confirmation of your decision, you have 7 working days to return the product(s) at your own expense. Once received, we will issue a refund to your original payment method, minus any delivery charges & handling charge of 15%.
We cannot be held liable for any items that may be lost or damaged whilst in return transit to us, so we recommend that a tracked method of delivery is used. For all overseas returns, any and all import fees, duties, etc incurred must be paid for by yourself. The item must not have been used, and should be ‘as new’, with any protective packaging or films intact when returned to us. Should you prefer Nova Chrome to collect the goods from you, this can be arranged. There will be a collection charge for this service. The collection date will be clearly stated on the returns authorization. The consignment must be ready for collection on the date mutually agreed. Failure to do so, will incur further charges.
We cannot trace or credit lost consignments unless details of the courier’s consignment note is provided.
Please note that we are unable to accept returns of face coverings and masks in order to maintain standards of hygiene for all of our customers.
Amendments to Policy
We periodically review our procedures in order to improve the quality of our service, and accordingly, we reserve the right to amend our returns policy at any time, without prior notice given.