Returns and Refunds Policy
Last updated: August 5, 2026
At Novalo, we want you to rest easy — before and after your purchase. This Returns & Refunds Policy explains how returns and refunds work for orders placed on getnovalo.com. It should be read together with our Shipping Policy and Terms and Conditions.
1. Overview
All Novalo products are returnable. How return shipping is handled depends on the reason for your return:
- If your item arrives damaged or defective, we cover the cost of return shipping and will make it right at no cost to you.
- If you change your mind, you’re welcome to return your item — in this case, the cost of return shipping is the customer’s responsibility.
2. Return Window
To be eligible for a return, please contact us within 14 days of your order being delivered. For change-of-mind returns, items must be unused, in their original condition, and in their original packaging.
3. Damaged or Defective Items
If your item arrives damaged or defective, we’ll replace it or refund you in full — your choice — and we cover the return shipping. To start a claim, email us at getnovalo@gmail.com with your order number and a clear photo showing the damage or defect as proof.
4. Change-of-Mind Returns
If you’d simply like to return an item, email us at getnovalo@gmail.com with your order number and reason for the return. Once your return is approved, you’ll be responsible for the return shipping cost. As soon as we receive and inspect the returned item, we’ll refund the product price to your original payment method.
5. How to Start a Return
Starting a return is simple:
- Email us at getnovalo@gmail.com with your order number and the reason for your return. If your item is damaged or defective, please include a clear photo as proof.
- Please don’t ship anything back before hearing from us.
- We process return requests within 1–4 business days and will send you a return shipping label along with simple instructions.
6. Refunds
Once we receive and inspect your returned item, we’ll issue your refund to the original payment method. Depending on your bank or payment provider, refunded funds typically appear in your account within 3–15 business days. We’ll email you as soon as your refund has been processed.
For damaged or defective items, your refund covers the full amount you paid. For change-of-mind returns, your refund covers the product price; original and return shipping costs are non-refundable.
7. Return Shipping Costs at a Glance
- Damaged or defective item: Novalo pays return shipping (free to you).
- Change of mind: customer pays return shipping.
8. Order Cancellations
Orders are typically processed within 1–3 business days of purchase. If you need to cancel or change an order, contact us as soon as possible at getnovalo@gmail.com — we can only cancel orders that haven’t yet shipped. Once an order has shipped, it can be addressed through the returns process described above.
9. Contact Us
Questions about a return or refund? Reach us at:
Email: getnovalo@gmail.com