Return & Refund Policy

Return Process:

  1. Request – Contact us at support@novamamas.com or via the contact form on our website. Include your order number, reason for return, and clear photos or videos of the product.

  2. Review – Our team will assess your request and confirm whether the product qualifies for return.

  3. Approval – If approved, you will receive the correct return address.

  4. Shipping – Pack the product securely and ship it with a tracking number. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part. For international returns, shipping costs may be higher.

  5. Inspection & Refund – Once received and inspected, we will inform you whether the return has been approved. Approved refunds will be processed within 7 business days via the original payment method, minus any return shipping costs or restocking fees.

 

Return & Refund Policy
At Nova Mamas, we want you to be fully satisfied with your purchase while maintaining the highest standards of safety and hygiene for products intended for your baby. This policy explains your legal rights under EU and UK law, the additional voluntary guarantees we offer, and the special rules that apply to hygiene-sensitive products such as the DreamNest™ baby bed.

Under EU and UK law, you have the right to return your order for any reason within 14 days of receiving it. This legal right also applies if you wish to cancel your order before it has been delivered. If you cancel before delivery, you will still need to return the unopened product to us before a refund can be issued. This 14-day right covers all standard products except for items that, for health protection or hygiene reasons, are not suitable for return once unsealed after delivery. The DreamNest™ baby bed falls into this category because it is supplied in sealed, vacuum-packed packaging to ensure it remains 100% safe for infant use.

After completing your order, you may be presented with a special offer at an exclusive discount. If you accept, the chosen product will be added as an extra to your original order.

Accepting an additional offer does not replace your original order — both products will remain part of your purchase.
It is not possible to exchange your originally ordered product for the additional product, or to return the original product and keep only the additional one at the lower price.

If you change your mind about the additional product, please contact us within 24 hours at support@novamamas.com. If your order has not yet been processed, we can cancel the additional item and refund you.

Once the additional product has been shipped, our standard return policy will apply.

For hygiene and safety reasons, a DreamNest™ cannot be returned once the original seal or vacuum packaging has been opened after delivery. To provide our customers with extra peace of mind, we offer a voluntary 90-day return period for DreamNest™ products, provided that the seal remains completely intact, the product is unused, and it is returned in its original packaging with all tags, accessories, and manuals included. This extended return period is an additional service we offer and is not intended as a trial period for used products.

If, in exceptional circumstances, we agree to accept the return of a DreamNest™ baby bed that has been unsealed, we reserve the right to deduct a restocking fee of up to 30% of the purchase price. This fee covers cleaning and sanitation costs, replacement of packaging and accessories, inspection and repackaging expenses, and any loss of value because the item can no longer be sold as “new.”

All returns must meet our return conditions to be eligible for a refund. Products must be unused, unwashed, undamaged, and in their original packaging with all accessories, manuals, and tags included. Returns must be requested and authorised before the product is sent back. Items returned without a valid Return Merchandise Authorisation (RMA) number will be refused. Products that show signs of use beyond what is necessary to inspect them may be refused or be subject to a reduction in the refund amount to reflect the loss in value.

We only cover return shipping costs when the return is due to our error, such as a confirmed manufacturing defect or incorrect item sent. Minor variations in size, colour, or finish within normal manufacturing tolerances are not considered defects.

Nova Mamas is not liable for indirect or consequential loss, including but not limited to missed sleep, stress, loss of income, or delays beyond our control such as customs clearance or transport strikes. We also accept no responsibility for damage caused by misuse, mishandling, or failure to follow the care instructions provided with the product.

We strongly encourage customers to read these return conditions carefully before opening the seal of any hygiene product, as breaking the seal will forfeit your right to return it under hygiene and safety regulations.