Return Policy

Returns and Refund Policy

Thank you for shopping at Novaïa! We are committed to ensuring your complete satisfaction with your purchase. If you wish to return or exchange an item, please review our policy below for information on the process and your options.

Return and Refund Conditions

• Timeframe: You may return items within 15 days of receiving your order. Unfortunately, we cannot accept returns or exchanges after this period.
• Item Condition: Items must be unused, in the condition you received them, and in their original packaging. We cannot accept worn, altered, or damaged items.

How to Start a Return

1. Contact Us: Email our customer service team at Novaiastore1@gmail.com with your order number and the reason for the return. We will provide you with return instructions and a Return Authorization Number (RA#).
2. Prepare Your Return: Carefully package the item in its original packaging, including all tags, accessories, or promotional items. Clearly write the RA# on the package.
3. Ship the Item: Send the return package to the address provided by our customer service team. You are responsible for return shipping costs unless the item is defective or incorrect.

Refund Process

1. Inspection: Once we receive the returned item, it will be inspected to ensure it meets our return conditions.
2. Processing Time: If the return is approved, we will process your refund to the original payment method. Please note that it may take 7–10 business days for the refund to appear in your account.
3. Shipping Costs: Shipping costs are non-refundable. If you received free shipping, the shipping cost will be deducted from your refund.

Exchanges

If you would like to exchange an item for a different size or color, please follow the return process and place a new order for the desired item. Unfortunately, we do not offer direct exchange options.

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us immediately at Novaiastore1@gmail.com with your order number and details of the issue. We will provide instructions for returning the item, and we will cover the return shipping costs. Once we receive the item, we will offer you a full refund or exchange, based on your preference and product availability.

Non-Returnable Items

Please note that certain items are non-returnable, including but not limited to:

• Sale items (unless defective or incorrect)
• Personalized or custom-made products
• Items purchased from third-party sellers

Contact Us

If you have any questions or concerns about returns and refunds, you can contact our customer service team at Novaiastore1@gmail.com or visit our “Contact Us” page for further assistance.

We appreciate your understanding and cooperation. Thank you for choosing Novaïa!