Terms of service

Welcome to Novela New York. These Terms of Service ("Terms") govern your use of our website, products, and services. By accessing or using our Services, you agree to comply with these Terms and our Privacy Policy. If you do not agree, please do not use our Services.

Last Updated: October 29, 2025

1. Use of Services

• You must be at least 18 years old or the legal age of majority in your jurisdiction to use our Services
• You agree to provide accurate and complete information when creating an account or placing an order
• You are responsible for maintaining the confidentiality of your login details and for all activities under your account
• You agree to notify us immediately of any unauthorized use of your account

2. Product Information and Pricing

• We make every effort to display accurate product descriptions, colors, and prices
• Prices are displayed in USD or GBP and include applicable taxes where required by law
• We reserve the right to correct pricing errors and may cancel orders placed with incorrect pricing
• Product availability is subject to change without notice
• Images are for illustrative purposes and may vary slightly from actual products

3. Orders and Payment

• All orders are subject to acceptance and product availability
• We reserve the right to refuse or cancel any order for any reason
• Payment is processed securely through trusted third-party payment providers
• You agree to pay all charges incurred by you or any users of your account
• We accept major credit cards, debit cards, and other payment methods displayed at checkout
• A contract between you and Novela New York is formed when we send order confirmation

4. Shipping and Delivery

• We ship to the United Kingdom, United States, and select international locations
• Shipping times vary by destination (see our Shipping Policy for detailed timeframes)
• Customers are responsible for providing accurate and complete shipping addresses
• Risk of loss and title for items purchased pass to you upon delivery to the carrier
• Shipping costs are calculated at checkout unless eligible for free shipping promotions
• International customers may be responsible for customs fees, duties, and import taxes

5. Returns and Refunds

UK Customers: You have the right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations 2013, in addition to our standard 30-day return policy.

US Customers: You may return eligible items within 30 days of delivery as outlined in our Returns Policy.

• See our detailed Returns and Refunds Policy for complete information
• Items must be unused, unwashed, and in original condition with tags attached
• Certain items are non-returnable for hygiene reasons (clearly marked at checkout)
• Refunds are processed within 7-10 business days to your original payment method

6. Consumer Rights

UK Customers: Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If goods are faulty, you may be entitled to a repair, replacement, or refund.

US Customers: You have rights under applicable state and federal consumer protection laws. Nothing in these Terms limits your statutory rights.

These Terms do not affect your statutory rights as a consumer.

7. Customer Responsibilities

• You agree to use our Services in accordance with all applicable laws and regulations
• You will not misuse our Services or attempt to interfere with their proper operation
• You will not use our Services for any unlawful, fraudulent, or malicious purpose
• You will not attempt to gain unauthorized access to our systems or networks

8. Intellectual Property

• All content, trademarks, logos, and intellectual property on this website are owned by Novela New York (Venti Brands LTD) or our licensors
• You may not use, reproduce, modify, or distribute any content without our prior written consent
• Unauthorized use may violate copyright, trademark, and other laws

9. Limitation of Liability

UK Customers: Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded by UK law.

US Customers: To the fullest extent permitted by law, Novela New York shall not be liable for any indirect, incidental, special, consequential, or punitive damages.

Subject to the above, our total liability to you for any claims arising from your use of our Services is limited to the amount you paid for the products or services in question.

10. Dispute Resolution

UK Customers: If you have a complaint, please contact us first at support@novela-newyork.com. If we cannot resolve your dispute, you may use the EU Online Dispute Resolution platform or seek resolution through UK courts.

US Customers: Any disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association, except where prohibited by law.

11. Privacy and Data Protection

• We process your personal data in accordance with our Privacy Policy
• UK customers' data is protected under UK GDPR
• US customers' data is protected under applicable federal and state privacy laws
• You have rights regarding your personal data including access, correction, and deletion

12. Changes to Terms

• We may update these Terms from time to time to reflect changes in our practices or legal requirements
• Changes will be posted on this page with an updated "Last Updated" date
• Material changes will be communicated to you via email or website notification
• Continued use of our Services after changes constitutes acceptance of the revised Terms

13. Governing Law and Jurisdiction

UK Customers: These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

US Customers: These Terms are governed by the laws of the State of New York, without regard to conflict of law principles.

Our registered office is located at 71-75 Shelton Street, WC2H 9JQ, London, United Kingdom.

14. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

15. Entire Agreement

These Terms, together with our Privacy Policy, Shipping Policy, and Returns Policy, constitute the entire agreement between you and Novela New York.

Contact Information

Novela New York
Email: support@novela-newyork.com
Phone: ‪+447853785319
Address: 71-75 Shelton Street, WC2H 9JQ, London, United Kingdom

Company Details:
Venti Brands LTD | Company Number: 16511561
Registered in England and Wales

Customer Service Hours:
Monday to Friday: 9:00 AM - 5:00 PM GMT
We typically respond within 24 hours on business days.