Your satisfaction matters to us. We do our best to make your shopping experience smooth from checkout to delivery.
To avoid surprises, please read this policy carefully before placing your order.
✅ To Qualify for a Return
We only accept returns for damaged or incorrect items. If you receive an item that falls into either category, please follow the steps below:
- Contact us within 14 days of receiving your order
- Item must be unworn, unused, with tags still attached
- Provide clear photo proof of the issue for approval
❌ We Do Not Accept Returns For
- Incorrect size selection
- Change of mind
- Worn, washed, or used items
- Sale or clearance items (Final Sale – non-refundable)
- Requests to exchange or modify items after purchase
🧾 Refund Deductions & Restocking Fee
If your return is approved, your refund will be issued minus the following:
- 15% restocking fee (applies to all non-defective returns)
- Processing fees (e.g., PayPal or Stripe transaction fees)
- Shipping costs, even if your order originally qualified for free shipping
💡 Example Refund Calculation:
If you return an item priced at $78 with free shipping:
- $78.00
- – $11.70 (15% restocking fee)
- – $8.50 (actual shipping fee paid by us)
- – $3.00 (processing fee)
- = $54.80 refunded
Actual amounts may vary depending on the payment platform and your shipping destination.
📬 How to Request a Return
- Email us at [support@novnva.com] with your order number and clear photo proof of the issue
- Wait for return instructions before sending anything back
- Items returned without approval may not be accepted
🚚 Return Shipping & Free Shipping Threshold
- Return shipping is the customer’s responsibility unless the product was damaged or incorrect
- If you return an order that originally qualified for free shipping, the original shipping fee (e.g., $8.50) will be deducted from your refund
- Promotional discounts will not be refunded
- Partial returns from bundle orders may result in adjusted refund amounts
- If your return causes your total to fall below the free shipping threshold, the shipping cost will be deducted
⏳ Refund Timing
- Once your return is received and inspected, allow 5–10 business days for your refund to be processed
- You’ll receive a confirmation once the refund has been issued
📦 Shipping & Delivery Notice
Estimated delivery times may vary due to customs, holidays, weather (e.g., typhoons), or other unforeseen events.
We are not responsible for delivery delays beyond our control and appreciate your patience.