Refund Policy

At BELLA NOVA, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please read our refund and returns policy below.

1. Your Right to Cancel

If you are a consumer in the United Kingdom, you generally have the right to cancel an online order within 14 days of receiving your goods, without giving a reason.

You then have a further 14 days to return the goods after notifying us of your decision to cancel.

Some exceptions may apply under UK consumer law, including certain personalised items and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Nothing in this policy affects your statutory rights.

2. Return Conditions

To be eligible for a return, items should be returned in their original condition, with all accessories and packaging where reasonably possible.

You may handle an item as you would in a shop to establish its nature, characteristics and functioning. However, we may be entitled to deduct an amount for any diminished value resulting from handling beyond what is necessary.

Please contact us before returning an item so we can provide the appropriate instructions.

3. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us at contato@ohlyra.com.

Please include your order number and a description of the issue. Photographs may help us assess the problem.

We will work with you to resolve the issue in accordance with your statutory rights. Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy under UK consumer law.

4. How to Request a Return

To request a return or cancel an order, please email:

contato@ohlyra.com

Please include:

Your full name
Your order number
The item you wish to return
The reason for your return, if applicable

We will respond with the next steps.

5. Refunds

Once your return has been received and assessed, we will notify you of the outcome.

Where a refund is due, it will generally be made using the original payment method.

For cancellations under the applicable UK distance-selling rules, refunds will normally include the standard delivery cost paid at the time of purchase. Any additional cost for a more expensive delivery option may not be refundable.

We will process refunds within the time limits required by applicable law. For statutory cancellation rights, this is generally within 14 days of receiving the returned goods or, where applicable, receiving evidence that the goods have been sent back.

Your payment provider may take additional time to display the refunded amount.

6. Return Shipping Costs

If you cancel an order under the statutory 14-day cancellation right, you may be responsible for the direct cost of returning the goods, provided we informed you of this before purchase.

If an item is faulty, damaged or incorrect, return costs will be handled in accordance with your statutory rights.

Any additional voluntary return arrangements will be explained by our customer support team.

7. Exchanges

If you would like to exchange an item, please contact us at contato@ohlyra.com.

Exchanges are subject to stock availability and applicable consumer rights. We will explain the available options when you contact us.

8. Non-Returnable Items

Certain items may be exempt from cancellation or return rights where an exception under applicable law applies. This may include personalised goods and certain sealed items that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be assessed in accordance with the law. Faulty goods remain subject to your statutory rights.

9. Late or Missing Refunds

If you have not received an expected refund, please first check your bank account and contact your card issuer or payment provider, as processing times can vary.

If you still need assistance, please contact us at contato@ohlyra.com.