Returns & Cancellation Policy

1. Overview

This policy explains your right to cancel, when goods can and cannot be returned, and how refunds work. It sits alongside your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, which are not affected by this policy.

2. Your 14-day right to cancel

For most goods bought at a distance you have the right to cancel within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason. To meet the deadline, tell us that you wish to cancel before the 14 days expire (see clause 4).

3. Important exceptions: sealed health/hygiene and medicinal goods

The 14-day right to cancel does not apply to certain goods, including sealed goods that are not suitable for return for health-protection or hygiene reasons if they are unsealed after delivery, and medicinal products.

Our products are supplied as sealed health and hygiene goods and cannot be returned or refunded once the seal is broken or the packaging is opened, except where the goods are faulty, damaged or not as described (see clause 7). Where this exemption applies, you may still cancel before dispatch for a full refund.

4. How to cancel

To cancel, email [CONTACT EMAIL — TO BE CONFIRMED] with your name, order number and a statement that you wish to cancel. You may use the model cancellation wording below. We will acknowledge your cancellation.

Model cancellation form — To Nadoron Biotech Ltd (trading as Novum Healthcare), [RETURNS ADDRESS / CONTACT EMAIL — TO BE CONFIRMED]: I hereby give notice that I cancel my contract of sale of the following goods [ ], ordered on [ ] / received on [ ]. Name: [ ]. Address: [ ]. Order number: [ ]. Date: [ ].

5. Returning the goods

Where goods are returnable, you must send them back within 14 days of telling us that you wish to cancel, to [RETURNS ADDRESS — TO BE CONFIRMED]. Goods should be returned unused and in their original, unopened and sealed condition.

For change-of-mind returns, return postage is paid by you. Where goods are faulty or incorrect (clause 7), we cover reasonable return costs. We recommend a tracked service, as you are responsible for the goods until they reach us.

6. Refunds

6.1 Where a refund is due, we refund the price you paid and, for full cancellations, standard delivery as required by law. We may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature of the goods.

6.2 Bitcoin refunds. Where payment was made in Bitcoin, refunds are issued in Bitcoin to a Bitcoin address you nominate, for the GBP value of the refund converted to Bitcoin at the exchange rate applying on the date the refund is issued. Because exchange rates fluctuate, the Bitcoin amount you receive may differ from the amount you originally sent. We are not responsible for losses arising from rate movements or from an incorrect address you provide.

6.3 Bank transfer refunds. Where payment was made by bank transfer, refunds are made by bank transfer in GBP to the account you paid from, or to another UK account you confirm to us in writing.

6.4 We process eligible refunds within 14 days of receiving the returned goods, or of agreeing the refund where no return is required.

7. Faulty, damaged or incorrect items

If an item arrives faulty, damaged or not as described, your rights under the Consumer Rights Act 2015 apply regardless of the exceptions in clause 3. Please contact us at [CONTACT EMAIL — TO BE CONFIRMED] within 48 hours of delivery for visible damage, with your order number and photos where possible; your statutory rights are not affected by this timeframe. We will arrange a repair, replacement or refund as appropriate, including reasonable return costs.

8. Contact

Nadoron Biotech Ltd (trading as Novum Healthcare), [RETURNS ADDRESS — TO BE CONFIRMED]. Email: [CONTACT EMAIL — TO BE CONFIRMED].