Refunds & Returns Policy

Novaflame Realms Ltd – Returns & Refunds Policy
Effective Date: 16/08/2025
Company: Novaflame Realms Ltd
Company Number: SC859703
Website: www.Novaflame.co.uk
Email: info@Novaflame.co.uk

At Novaflame Realms, we aim to ensure every experience with our subscription boxes and events is enjoyable. This policy explains your rights and how we handle returns and refunds.

1. Subscription Box Cooling-Off Period
Under UK consumer law, you have the right to cancel your subscription box order within 14 days of purchase for a full refund, provided the box has not yet been dispatched.
To cancel during this period:
• Email us at info@Novaflame.co.uk
• Include your order number
Refunds will be processed using the original payment method once the cancellation is confirmed.

2. Returns After Dispatch
Once a subscription box has been dispatched, returns are generally not accepted, except in the following situations:
• The item is damaged or defective
• The parcel is lost in transit with no proof of delivery
• You received the wrong product
If one of these occurs, contact us within 7 days of delivery, providing photos or other evidence of the issue. We will arrange a replacement, refund, or store credit in line with our Damage Criteria Policy
3. Damaged or Missing Items
If any item in your subscription arrives damaged or is missing:
• Contact us at info@Novaflame.co.uk within 7 days of delivery
• Provide details and photos of the issue
We will assess the situation and offer a suitable resolution, which may include a replacement, store credit, or refund.

4. Event Ticket Refunds
Tickets for our fantasy events are non-refundable as they are for a specific date and fall under UK event exemptions.
If Novaflame Realms cancels or reschedules an event, you will be offered:
• A full refund, or
• Transfer to the rescheduled event, or
• Credit to use on a future Novaflame Realms experience
If you cannot attend, tickets may be transferred to another person at least 14 days before the event. Please refer to the Event Terms & Conditions for full details.

5. Right to Refuse Refunds
We reserve the right to decline refund requests that we believe are fraudulent, abusive, or fall outside the timelines outlined above.

6. Policy Updates
We may revise this policy from time to time. The most recent version will always be available on our website, and significant changes may also be communicated via email.