Exchanges & Refunds

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Any items returned after the 14 day period will be refused and returned to the customer. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can always contact us for any return question at sales@novucollection.com.

Exchange & Returns process

To exchange or return your items, please ensure that you have adhered to the policy to ensure your order qualifies for an exchange or refund. If your order qualifies, please fill out the returns form provided in full detail, stating your order number, your request, and the item(s) in question, and return to the address shown at the top of the returns form. We do not currently cover the cost of shipping items back to us and this must be arranged for and paid by the customer.

We highly advise that your parcel is sent back on a tracked service to ensure your return is delivered safely and securely.

We can not be held responsible for any missing items or a missing parcel. This is the duty and full responsibility of the customer.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process your refund. Please allow up to 14 working days for your refund to show in your account.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must contact us immediately when receiving your goods to claim for a faulted or damaged item.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items and Gift Cards

Unfortunately, we cannot accept returns on sale items or gift cards. Sale items are end of line items and are final. Our terms of use check box is included at checkout, by ticking this you agree to these terms.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item or request an exchange. 

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