Refund policy

We want you to be satisfied with your purchase. If something isn't right with your order, we're here to help.

30-Day Returns

You have 30 days from the date of delivery to request a return.

To be eligible for a return, the item must be unused and in its original condition and packaging, where applicable. You may also be asked to provide your order number or other proof of purchase.

How to Start a Return

To request a return, contact us at support@novugoods.com with your order number and a brief description of the reason for your return.

Please do not send an item back before your return has been approved. We will provide you with the appropriate return instructions if your request is accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order when you receive it and contact us as soon as possible if:

Your item arrives damaged.
Your item is defective.
You received the wrong item.

Please include your order number and clear photos of the item and its packaging when applicable. We'll review the issue and work with you on an appropriate replacement or refund.

Non-Returnable Items

Returns may not be accepted for items that:

Have been used or damaged through misuse or improper handling.
Are returned more than 30 days after delivery.
Are missing their original packaging when the packaging is required for the return.

Certain products may also be excluded from returns where required by law or due to their nature. If you're unsure whether your item qualifies for a return, contact us at support@novugoods.com before sending it back.

Return Shipping

If the return is due to a defective, damaged, or incorrect item, we will cover applicable return shipping costs.

For returns due to a change of mind or other reasons unrelated to a product defect or our error, the customer is responsible for return shipping costs.

Exchanges

If you would like a different product, the simplest option is generally to return the original item, if eligible, and place a new order.

Refunds

Once we receive and inspect an approved return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days. Your bank or payment provider may require additional time to process and post the refund.

If you have not received your refund after the applicable processing period, please contact us at support@novugoods.com.