Refund policy
Return & Refund Policy
We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at help@shopnovalab.com. If your return is approved, we’ll provide instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.
If you have any questions about returns, you can always contact us at help@shopnovalab.com.
Damages & Issues
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
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Personal care & beauty products
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Custom or personalized products
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Hazardous materials, flammable liquids, or gases
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Gift cards
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Sale items
If you’re unsure whether your item qualifies for a return, please contact us at help@shopnovalab.com.
Exchanges
The fastest way to receive the item you want is to return your original item, and once your return is approved, place a new order for the replacement item.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason.
Your item must be unused, unopened, and in its original packaging, with proof of purchase.
Refunds
Once we receive and inspect your return, we’ll notify you if your refund has been approved.
If approved, your refund will be automatically issued to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or credit card provider.
If more than 15 business days have passed since your refund was approved, please contact us at help@shopnovalab.com.