Refund policy

Refund Policy

Every Novu Studio pair is made to order and built specifically for you. Because of this, our refund terms differ from standard retail.

Standard commissions
Once your order is placed and payment is received, your build begins and materials are sourced specifically for your pair. As these are personalised, made-to-order items, we're unable to offer refunds or exchanges for change of mind once an order is confirmed, in line with UK Consumer Contracts Regulations for bespoke and personalised goods.

Customer-supplied base pairs
If you're sending us your own pair to customise, a deposit is required to secure your build slot. This deposit is non-refundable once work has begun. The remaining balance is due before your pair is shipped back to you.

Faults and damage
This doesn't affect your right to a repair, replacement, or refund if your pair arrives faulty, damaged, or not as described. If there's an issue, contact us at harry@novustudio.co.uk within 14 days of delivery with photos of the fault and we'll sort it as quickly as possible.

Cancellations
If you need to cancel before we've started building your pair, contact us as soon as possible - we may be able to cancel and refund in full if work hasn't yet begun.