Refund policy

At Iloa – Wellbeing (trading as NovaTri Group Ltd), many items are dispatched directly from our UK manufacturing and distribution partners. For some returns, your item may need to go back to the supplier’s warehouse. Please do not send items back without an RMA (return authorisation) from us.

1) Change-of-mind returns (distance selling)

  • You have 14 days from the day you receive your item to request a return.

  • After you request a return, you have 14 days to send it back to the address we provide in your RMA email.

  • To be eligible, items must be unused, in the same condition you received them, with all accessories, and in the original packaging (including any pallets/crates for large goods).

How to start a return:
Email returns@iloa.co.uk with your order number, product name, and reason. We’ll reply with your RMA, the return address (often the supplier’s facility), and packing/collection instructions.

Who pays for return shipping?

  • Change-of-mind: You pay return shipping (unless stated otherwise on the product page or your order confirmation).

  • Faulty/damaged/incorrect item: We cover return shipping or arrange collection.

Deductions for handling:
If the item has been handled beyond what’s necessary to check it (e.g., used/installed/marked), we may deduct an amount to reflect diminished value. We’ll explain any deduction with evidence.

2) Items that are not eligible for change-of-mind returns

  • Custom-made / made-to-order products (e.g., configurations built to your specification, bespoke finishes/sizes).

  • Products marked non-returnable on the product page.

  • Gift cards and downloadable/digital items.
    (Your statutory rights for faulty goods remain unaffected.)

If you’re unsure whether your item is made-to-order, ask us before ordering or before opening the packaging.

3) Faulty, damaged, or incorrect items

  • Check your delivery on arrival. If there is visible damage or the wrong item was delivered, note it with the driver where possible and contact us within 48 hours with photos of the packaging and product.

  • For manufacturing faults discovered after delivery, email info@iloa.co.uk with photos/video and your order number.

  • Depending on the case, we’ll arrange repair, replacement, or refund. For heavy/bulky items, we’ll coordinate a courier collection or supplier engineer visit where appropriate.

4) Return addresses, labels & collections

  • Because many orders are supplier-dispatched, the return address may be a supplier warehouse. We’ll confirm the correct address in your RMA.

  • For smaller parcels, we may provide a prepaid label (faulty/incorrect items) or you can book your own service (change-of-mind).

  • For large/heavy items (e.g., saunas), we’ll arrange a pallet or two-person collection where needed. Please retain original packaging; additional packing costs or a collection fee may apply if packaging is missing.

  • Items returned without an RMA or to the wrong address may be refused or significantly delayed.

5) Refunds

  • We’ll notify you when your return is received and inspected (by us or the supplier).

  • If approved, we’ll issue a refund to your original payment method within 10 business days. Your bank/card provider may take additional time to post the refund.

  • Original delivery charges are refunded only where the item was faulty, damaged, or incorrect.

  • If more than 15 business days have passed since approval, contact returns@iloa.co.uk.

6) Exchanges

For the fastest turnaround, please place a new order for the item you want and process the original item as a return.

7) Address accuracy & failed deliveries

Please ensure your delivery address and contact details are correct at checkout. Failed or refused deliveries may incur re-delivery or return transport charges for change-of-mind cases.

8) Need help?

We’re here to help you through the process: