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Delivery & Returns

Novavox offer a range of affordable worldwide delivery options to suit your requirements. Working in partnership with Royal Mail and couriers including DHL, UPS and APC Overnight, we take great care of your purchase in transit to ensure safe delivery and excellent service.

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Delivery Charges
Next Day Delivery
UK Delivery Options
International Delivery Options
Failed Deliveries
Lost Items
Liability
Returns

Delivery Charges

Our aim is to make buying online as convenient as possible, which means offering a wide range of delivery (sometimes called carriage) options for you to choose from. Delivery charges vary depending on:

• The delivery address of your goods (your region)
• The delivery service you choose (such as next day delivery, economy delivery, etc.)
• The total weight of your order (delivery chargers are higher for heavier items)
• The total value of your order (for insurance purposes)

The total charge for delivery, along with all the different delivery options we are able to offer for any particular order, will always be clearly displayed at the checkout. The information below provides an overview of our delivery options and terms.

Next Day Delivery

Next day delivery is available on all orders where the following criteria have been met:

• The order is placed before 3pm (GMT) and all security checks have been completed
• Royal Mail Special Delivery or Courier Delivery Service is selected
• All items on the order are in stock and available for delivery
• Cleared funds have been received in full for the order total
• Delivery is to a UK mainland address
• Applies to next working day, excludes bank holidays and weekends

UK Delivery Options

Delivery Option Weight Limit Value Limit Description
Royal Mail 1st Class Recorded 10Kg £50 Most items are delivered by the next working day, although deliveries can take up to 5 working days.
Royal Mail Special Delivery 2Kg £2,500 Items are expected to be delivered by 1pm the next working day.
Courier Delivery Service None None Items are expected to be delivered the next working day, detailed online tracking is provided.

A signature is required on delivery from someone at the specified address. All items must be checked for damage before signing for the goods. Detailed online tracking information is provided for courier deliveries, the tracking reference number information is emailed to the customer following despatch. A number of different couriers are used in order to obtain the most competitive delivery price including DHL, UPS and APC Overnight.

International Delivery Options

Delivery Option Weight Limit Value Limit Description
Royal Mail Standard Airmail 2Kg £50 Most items are delivered to European destinations in 3-5 working days, and in 5-7 working days for the rest of the world. No tracking or proof of delivery.
Royal Mail International Signed For 2Kg £250 Most items are delivered to European destinations in 3-5 working days, and in 5-7 working days for the rest of the world. Tracking only within UK, signed for proof of delivery.
Royal Mail Airsure 2Kg £500 Most items are delivered to European destinations in 2-4 working days, and in 4-6 working days for the rest of the world. Online tracking with proof of delivery.
Courier Delivery Service None None Most items are delivered in 3-6 days, detailed online tracking provided.
Courier: Express Delivery None None Most items are delivered in 1-2 days, detailed online tracking provided. Please contact us to receive an express delivery quote.

A signature is required on delivery from someone at the specified address for Royal Mail signed for items and all courier deliveries. All items must be checked for damage before signing for the goods. Royal Mail deliveries are handed over to the national postal service in the destination country for final delivery, e.g. Correos in Spain, La Poste in France, or the United States Postal Service in the US. Some national postal services are more reliable than others, and tracking information is only available up until the point at which the parcel leaves the UK. If a national postal service is known to be unreliable, or if an item is required urgently, we recommend using a courier shipping option instead.

Detailed online tracking information is provided for courier deliveries, the tracking reference number information is emailed to the customer following despatch. A number of different couriers are used in order to obtain the most competitive delivery price including DHL and UPS.

Failed Deliveries

For Royal Mail delivery options, if there is no one at the delivery address to accept the parcel, a card should be left and the parcel can be collected from the local sorting office , or alternatively a redelivery can be arranged. If delivery has been unsuccessful after approximately 7 days, the parcel will be returned to Novavox.

For courier delivery options, if you are unavailable on the delivery date, the courier should leave a calling card and take the parcel back to your local depot. The delivery should then be automatically attempted later the same day or the next day. If delivery is still unsuccessful then your parcel will be held until you contact the courier to rearrange the delivery on a more convenient day. If there’s no one available to take delivery at the address specified you can collect the parcel from your local depot, with 2 forms of identification. If delivery has been unsuccessful after approximately 5 days and the courier has been unable to contact you, the parcel will be returned to Novavox.

Redelivery of goods returned to Novavox will be chargeable at the appropriate rate. Wherever possible we will contact you to ensure delivery is successful, however in the event of us not being able to contact you we will hold returned goods until you have instructed us to re-deliver. In the event of a refund being requested we require written notification by email fax or post.

Lost Items

Our couriers use robust tracking systems and provide detailed online tracking information. In the unlikely event that an item is lost, this information will be made available via the detailed online tracking information and a refund or a replacement will be provided as soon as we receive official confirmation of the loss from the courier. Royal Mail Recorded deliveries are only tracked at the point of delivery. In the event of non- delivery Royal Mail investigations can only be initiated after 15 working days have elapsed from the date of posting for UK deliveries, 20 days for European deliveries, and 25 days for the rest of the world. For this reason we are unable to offer advanced replacements or refunds on any items lost in transit using Royal Mail services. Royal Mail investigations into lost/damaged deliveries can take up to 3 months, and we are unable to provide a refund or a replacement until Royal Mail have completed their investigations. If these terms are not acceptable then we
recommend using a courier delivery option instead.

Liability

All deliveries are subject to clearance of funds and stock availability, this combined with the third party nature of courier services means that, whilst we always try to keep to promised delivery dates, occasionally goods may arrive late. Invariably this is to do with factors outside of Novavox’s control. For this reason we cannot offer guarantees on delivery dates or accept any liability for losses as a result of late deliveries.

Returns

We endeavour to ensure that you receive your goods in pristine condition. If any items are visibly damaged or missing on receipt, you must sign the carrier's delivery note accordingly and inform us as soon as possible but no later than 48 hours after receiving the order. If your items are faulty on arrival, you have 14 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we receive the returned item(s) we will send you out a replacement, or provide you with a full refund if we do not have any replacements in stock. If there is a fault with your product within 12 months from the date of delivery (or within the manufacturers guarantee period if greater than 12 months) then you are entitled to a warranty repair. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

If you have simply changed your mind about any item ordered and you wish to return it, then you can do so provided you inform us of your decision within 14 calendar days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods, you have 28 calendar days to do so, at your own expense. Once the item is received at Novavox, we'll issue a full refund for the product via your original payment method. Please note this policy has some limitations.

If you need to return an item to us for any reason then using a shipping method that provides proof of delivery is recommended to ensure products are not lost in transit. If we do not receive an item that you have returned and you are unable to provide proof of delivery then we will not be able to provide a refund or replacement. Before returning an item, please contact us so that we can provide you with a Return Authorization Number (RMA). Items should be returned to us within 28 days complete with all accessories and documentation and if possible in their original packaging.

For full details of our delivery & return terms please see our Terms & Conditions.

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