Returns & Refunds

NOVA PRO DISTRIBUTION LTD

Website: www.novaprodistribution.co.uk

At NOVA PRO DISTRIBUTION LTD, we understand the importance of receiving your orders quickly, safely and reliably. Whether you're purchasing electrical accessories, LED lighting, smoke alarms, carbon monoxide detectors or other essential electrical products, we are committed to providing a dependable and efficient delivery service.

We aim to ensure every order is carefully processed, securely packaged and dispatched promptly, providing customers with a smooth shopping experience from checkout to delivery.

Please review our delivery information below before placing an order.

1. Standard UK Delivery

We offer reliable standard delivery to eligible addresses across mainland England and Wales.

Our standard delivery service typically takes 2–3 working days, subject to order processing, product availability and courier operations.

Standard Delivery Information:

Estimated Delivery Time: 2–3 working days
Delivery Locations: Mainland England and Wales only
Delivery Charges: Calculated and displayed at checkout
Order Tracking: Provided where available
Working Days: Monday to Friday, excluding bank holidays

Delivery estimates are provided as a guide and may vary depending on your location, order processing time, courier service and circumstances beyond our reasonable control.

We aim to process and dispatch all orders as efficiently as possible.

2. Express Delivery

Need your order sooner?

At NOVA PRO DISTRIBUTION, we understand that certain electrical and safety products may be required urgently. For customers who require faster delivery, we offer express delivery options at an additional cost.

Express delivery can be selected during checkout, subject to availability.

Express Delivery Information:

Faster delivery options than our standard service
Additional delivery charges apply
Available options and prices are displayed at checkout
Availability depends on the delivery address, order processing time and courier service

Please note that express delivery does not automatically guarantee next-day delivery unless specifically stated during checkout.

Customers should review the estimated delivery timeframe before completing their purchase.

3. Delivery Locations & Shipping Restrictions

We currently provide delivery services exclusively to eligible addresses within mainland England and Wales.

To maintain reliable delivery standards and efficient order fulfilment, we are currently unable to deliver to the following locations:

Scotland: Including mainland Scotland, the Scottish Highlands and Scottish Islands.
Northern Ireland: All addresses within Northern Ireland, including BT postcodes.
Republic of Ireland: All addresses within the Republic of Ireland.
International Destinations: We do not currently offer shipping outside our supported UK delivery areas, including Europe and worldwide destinations.
PO Box Addresses: We do not deliver to PO Boxes or similar postal collection addresses.
Channel Islands: Including Jersey and Guernsey.
Isle of Man: All addresses within the Isle of Man.
Other Offshore Locations: Any destinations outside our supported mainland England and Wales delivery network.

Unsupported Delivery Addresses

Customers must ensure their delivery address falls within our supported shipping locations before completing their purchase.

If an order is placed using an unsupported delivery address, we reserve the right to cancel the order and issue a full refund to the original payment method.

We are continually reviewing our delivery services and may expand our shipping coverage in the future.

4. Order Processing & Dispatch

Once an order has been successfully placed and payment has been confirmed, our team will begin preparing it for dispatch.

We aim to process orders promptly during our normal operating days.

Please note:

Orders placed on weekends or bank holidays may be processed on the next working day.
Orders placed outside our normal processing hours may be processed on the following working day.
Orders containing multiple products may require additional processing time.
During busy periods, dispatch times may occasionally be extended.

Once your order has been dispatched, you will receive a shipping confirmation email containing the relevant delivery information.

5. Delivery Charges

We aim to provide competitive and transparent shipping charges for all eligible UK orders.

Delivery costs are calculated and displayed during checkout before payment is completed.

Standard Delivery: Charges are displayed at checkout.

Express Delivery: Available at an additional cost, with the applicable charge displayed at checkout.

Delivery charges may vary depending on the delivery service selected, parcel size, weight and applicable courier requirements.

All delivery charges will be clearly communicated before you confirm your purchase.

6. Order Tracking

We understand the importance of keeping customers informed about their orders.

Once your order has been dispatched, you will receive a confirmation email containing your tracking number or tracking link, where available.

You can use this information to monitor your parcel's progress through the relevant courier's tracking system.

Please allow sufficient time for tracking information to become active after dispatch.

If you have not received your tracking details or require assistance with your delivery, please contact our customer service team.

7. Delivery Delays

Although we make every effort to ensure orders arrive within the estimated delivery timeframe, occasional delays may occur.

These may include:

Courier delays or operational disruptions
Adverse weather conditions
Bank holidays and seasonal demand
Incorrect or incomplete delivery information
Unexpected transport or logistical issues
Circumstances beyond our reasonable control

If your delivery is taking longer than expected, please contact us with your order number so we can investigate.

We will make reasonable efforts to assist you and provide relevant updates.

Nothing in this policy affects your statutory rights regarding late or undelivered goods.

8. Incorrect or Incomplete Delivery Addresses

Customers are responsible for ensuring all delivery information entered during checkout is accurate and complete.

Please carefully check your:

Full name
Delivery address
House or building number
Postcode
Contact telephone number
Email address

If you notice an error after placing your order, please contact us immediately.

We will make reasonable efforts to amend your delivery information before dispatch.

However, once an order has been dispatched, we may be unable to change the delivery address or redirect the parcel.

Where an incorrect address supplied by the customer results in additional delivery costs, we may request payment of reasonable additional charges where legally permitted.

9. Missed or Unsuccessful Deliveries

If a delivery attempt is unsuccessful, the courier may:

Attempt delivery again
Leave a notification with further instructions
Redirect the parcel to an authorised collection point
Arrange an alternative delivery date
Return the parcel to the sender

Customers should refer to the courier's tracking information for further instructions.

If your parcel is returned to us following unsuccessful delivery attempts, we will contact you to discuss the available options.

Additional delivery charges may apply where a further delivery is requested, subject to applicable consumer rights.

10. Lost or Missing Parcels

At NOVA PRO DISTRIBUTION, we take missing deliveries seriously and are committed to resolving delivery-related concerns promptly.

If your order has not arrived within the expected delivery timeframe, please contact our customer service team with your order number.

We may ask you to:

Check the latest courier tracking information
Confirm your delivery address
Check with household members or authorised recipients
Review any delivery notifications provided by the courier

Where necessary, we will raise an investigation with the relevant delivery provider.

If your parcel is confirmed lost or has not been delivered and responsibility remains with us under applicable consumer law, we will arrange an appropriate replacement or refund.

Customers will not be required to resolve courier disputes independently where NOVA PRO DISTRIBUTION remains legally responsible for delivery.

11. Damaged Parcels or Products

We take care to ensure products are securely packaged before dispatch.

If your parcel arrives visibly damaged or you discover that an item has been damaged during transit, please contact us as soon as reasonably possible.

To help us investigate, we may request:

Your order number
A description of the damage
Photographs of the damaged product
Photographs of the external packaging, where available

We will review the issue and arrange an appropriate resolution in accordance with your statutory consumer rights.

Depending on the circumstances, this may include a replacement, refund or another suitable remedy.

Please retain the product and packaging where reasonably possible until we have provided further instructions.

12. Multiple Items & Separate Deliveries

Orders containing multiple products may occasionally be dispatched in separate parcels.

This may occur due to stock availability, product size or fulfilment requirements.

Where applicable, you may receive separate dispatch notifications and tracking information.

If your order arrives in multiple deliveries, please check the dispatch information before reporting missing items.

We will make reasonable efforts to keep customers informed of any relevant changes to their order.

13. Delivery Responsibility & Consumer Rights

Under the Consumer Rights Act 2015, NOVA PRO DISTRIBUTION LTD remains responsible for goods until they come into the physical possession of the customer or a person identified by the customer to receive them, subject to applicable legal exceptions.

Unless a different delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days of the contract being entered into.

Where delivery is delayed beyond an agreed timeframe, customers may have the right to request delivery within an additional reasonable period or cancel their order in accordance with applicable consumer legislation.

If a delivery deadline was essential and the relevant legal conditions are met, customers may be entitled to cancel without providing an additional delivery period.

Nothing in this policy excludes, limits or overrides your statutory consumer rights.

14. Returns & Refunds

We offer a 30-day returns policy on eligible products, subject to the terms outlined in our Returns & Refunds Policy.

If you wish to return an item, please contact our customer service team for further assistance.

Returns, refunds and exchanges are handled in accordance with our published policy and applicable UK consumer protection legislation.

For further information, please visit the Returns & Refunds Policy page on our website.

15. Contact Us

If you have any questions regarding delivery times, shipping charges, order tracking, missing parcels or delivery restrictions, our customer service team is available to assist.

NOVA PRO DISTRIBUTION LTD

Website: https://www.novaprodistribution.co.uk

Customer Support: Please visit the Contact Us page on our website and submit your enquiry.

When contacting us about an existing order, please include your order number and a brief description of your enquiry to help us assist you efficiently.

We are committed to providing reliable customer service and resolving delivery-related enquiries as promptly as possible.

16. Changes to Our Delivery Policy

NOVA PRO DISTRIBUTION LTD reserves the right to update or amend this Delivery Information & Shipping Policy where necessary to reflect changes in our delivery services, courier arrangements, operating procedures or applicable legislation.

Any updates will be published on our website.

Changes will not retrospectively remove customers' contractual or statutory rights in relation to orders already placed.