Return Eligibility
To be eligible for a return, items must be in their original condition, unused, and in the original packaging. You must initiate the return process within 30 days of receiving your order. If the item is damaged or defective, please provide evidence through photos when you request a return. Items that are marked as final sale or clearance cannot be returned.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, include your order number, a description of the item you wish to return, and the reason for the return. We will respond with instructions on how to proceed with the return. Please allow up to 3 business days for a response to your request.
Return Shipping Costs
Customers are responsible for the cost of return shipping unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, and you may be responsible for any loss or damage during the return shipping process.
Refund Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return policy requirements. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct item in a timely manner. Please follow the return process outlined above to initiate your return.
Non-Returnable Items
Certain items are non-returnable, including but not limited to opened software, digital downloads, and items marked as final sale. If you have questions about whether an item is returnable, please contact us before making your purchase. We will provide clarification on the return eligibility of specific items.
Contact Information
If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with novanexusshop.com is satisfactory. Your feedback is important to us, and we strive to address any issues promptly and effectively.