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Useful Information - Returns & Refunds

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Returns Policy


We hope you’re completely happy with your order from My Flora Nova. If you are not satisfied with the order please use the form on the 'Contact' page to raise awareness of the issue.  Please quote your order number and provide detail on the nature of the problem.  To resolve the issue as efficiently as possible, we may then ask for images of the product to investigate further.

We will only accept order returns if products are faulty or damaged so please check your order carefully before submitting it.  As products are only made 'on demand' it is not possible to return items for aesthetic reasons.

When returning items, please ensure they are packaged in, or as near to, the same condition you received them (where applicable) and secure before sending.

My Flora Nova will arrange for the product to be collected by our dedicated courier service. Collections can only be arranged from Monday to Friday and from UK and Northern Ireland addresses only. If your order was delivered to an 'overseas' location then separate arrangements will need to be made.

When returned items arrive at our lab, they are checked by both our Customer Service Manager and our production team to confirm the reason for return. If, for any reason, a product is not found to be faulty or damaged, we reserve the right to send the item back to the customer with a postage charge.

 

Refunds & Replacement
Only in exceptional circumstances will orders be refunded.  Any refunds, where applicable, will be at the discretion of My Flora Nova.  A replacement product will be offered for products found to be faulty or damaged as a result of the production process.

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