Refund policy

 

Last update: September 23, 2025

At Hovella, customer satisfaction is our top priority. If your order does not meet your expectations, we have a clear and structured returns policy in place to ensure a simple and hassle-free shopping experience.

Return period

You have 30 days from receipt of your order to make a return. After this period, no returns will be accepted.

Return costs

Return costs are fully covered by Hovella in the case of defective or damaged products.

For Customer Remorse (Change of Mind): the actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product or they no longer want the item. You will be responsible for the shipping costs for returning your item.

No restocking fees will be applied.

How to make a return

Contact our customer service department at info@hovella.com, specifying your order number and the reason for the return.

Wait for our instructions: Once your request has been approved, we will send you the steps to follow, as well as a prepaid return label, if applicable.

Prepare the package: Products must be returned in their original condition, unused, with all accessories and original packaging.

Exchange policy

Exchanges are possible within 30 days of receipt.

Products must be in perfect condition and returned in their original packaging.

For any exchange requests, please contact info@hovella.com with your order number.

Specific conditions

Defective or damaged products: please contact us within 48 hours with a photo of the item. We will cover the return costs and offer an exchange or refund.

Order error: if you receive the wrong item, please let us know as soon as possible. We will cover the return costs and send you the correct item.

Lost parcel: we will investigate with the carrier. You will be offered a replacement or a full refund.

Non-refundable items: personalised or custom-made products cannot be returned or exchanged.

Order cancellation

Before shipment: you can cancel your order and receive a full refund.

After shipment: follow the return procedure after receiving the parcel.

Processing times

Returns must be reported within 30 days of receipt.

Refunds are processed within 7 working days of receipt and inspection.

Refunds are made using the same payment method used for the purchase.

Your rights

This policy respects your rights under consumer protection legislation.

Contact information

If you have any questions, please do not hesitate to contact our customer service department:

Email: info@hovella.co.uk

Telephone: +12078048547

If you have any further questions, please feel free to consult our FAQ.

Customer Service opening hours:

Monday to Friday, 9:00 a.m. to 5:00 p.m. (GMT).

We strive to respond to all inquiries within 1-2 business days.