Refund policy

To start a return, please contact us at support@theranova.co.uk within 60 days of receiving your order.

  • If your return is approved, we will provide you with the return address.
  • All returns must be shipped to our facility in China, regardless of your location.
  • The returned items will be inspected to determine if you qualify for a return.
  • While you are welcome to try the products, you must keep the original packaging.
  • Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

  • You are responsible for all return or exchange shipping costs.
  • We recommend using a tracking number, as Theranova is not responsible for lost returns.

For any return-related questions, reach out to support@theranova.co.uk.

Damages & Issues

Please inspect your order upon receipt and contact us within 3 days if:

  • The item is defective or damaged.
  • You received the wrong item.

To help us resolve the issue, please include photo(s) of:

  • Any quality issues or damaged parts of the actual product received.
  • The incorrect item received (if the item differs in color, design, or size compared to your order confirmation).
  • The original shipping label of the product received.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Personal care goods (e.g., beauty products).
  • Custom products (e.g., special orders or personalized items).
  • Sale items and gift cards (non-refundable).

If you have any questions about your specific item, please contact us.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without needing justification.

As with our standard policy, the item must be in its original condition—unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is required.

Refunds

  • Once we have received and inspected your return, we will notify you of the refund status.
  • If approved, refunds will be processed within 10 business days and issued to your original payment method.
  • Shipping and "Skip the Line" costs are non-refundable.

Delayed Refunds

  • Your bank or credit card provider may take additional time to process the refund.
  • If 15 business days have passed since your refund approval and you haven’t received the refund, please contact us at support@theranova.co.uk.

Order Cancellation

If you wish to cancel your order, please contact us immediately at support@theranova.co.uk.

  • If your order has already been processed, we may not be able to cancel it.
  • Cancellation Fee: If your order is canceled after processing, a 5% fee (covering management, processing, accounting, and transaction costs) will be deducted from your refund.

For any concerns or questions, reach out to our support team—we’re always here to help!

📧 Email: support@theranova.co.uk
📞 Phone: +1 (307) 416-1162