Refund policy

Returns & Refund Policy

At The Pyper and Novah Luxe Studio, we take great pride in the quality of our products. We want you to be entirely satisfied with your purchase; however, we understand that sometimes you may change your mind.

1. Returns (Change of Mind)

In accordance with UK distance selling regulations, you have 14 days from the day you receive your item to notify us that you wish to return it.

Eligibility for a Refund:

• Unopened & Unused: Due to hygiene and health protection reasons, hair and beauty products can only be returned if they are unopened, unused, and in their original, sealed packaging.

• Original Condition: All tamper seals, tags, and protective wrapping must be intact.

• Proof of Purchase: A valid order number or receipt must be provided.

Exclusions:
Unless the item is faulty, we cannot accept returns for products that have been unsealed or used, as these cannot be resold for hygiene reasons.

2. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described, your statutory rights apply.

• Please inspect your order upon receipt and contact us immediately at linzi@thepyperandnovahluxestudio.co.uk if the item is defective.

• We may request photographic evidence of the fault to help us resolve the issue quickly.

• For faulty items, we will offer a full refund, repair, or replacement at no extra cost to you.

3. How to Initiate a Return

To start a return, please email us at linzi@thepyperandnovahluxestudio.co.uk with your order number and the reason for the return.

Once your return is authorized:

1. Pack the item securely in its original packaging.

2. Send the item to the return address provided by our team.

3. Return Shipping: Unless the item is faulty, the customer is responsible for the cost of return postage. We strongly recommend using a tracked service, as we cannot be held responsible for items lost in transit.

4. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

• Approved Returns: A refund will be processed to your original payment method within 14 days.

• Rejected Returns: If an item is returned to us opened or used (and is not faulty), we reserve the right to refuse the refund and may charge for the item to be sent back to you.

5. Cancellations

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. If the order has already been shipped, you will need to follow the standard return process outlined above.