Returns and Refunds Policy

Last updated: July 12, 2026

At Novalo, we stand behind the quality of every product we ship. This Returns & Refunds Policy explains how returns and refunds work for orders placed on getnovalo.com. It should be read together with our Terms and Conditions.

1. Our Return Policy

We're sorry for any inconvenience this may cause, but for hygiene and safety reasons, all Novalo products are final sale and are not eligible for return or refund except in cases where an item arrives damaged or defective. We do not accept returns for reasons such as change of mind, incorrect sizing preference, or general dissatisfaction with a product that arrived as described.

2. Damaged or Defective Items

If your item arrives damaged or defective, contact us and we'll make it right. To be eligible:

• You must contact us at getnovalo@gmail.com with your order number and a clear photo showing the damage or defect.
• The claim must be submitted within a reasonable time of receiving your order.

We review every claim individually. Once submitted, you can expect a response from our team within 1–7 business days.

3. How to Report a Damaged or Defective Item

Email us at getnovalo@gmail.com with your order number, a description of the issue, and a photo clearly showing the damage or defect. Please do not ship anything back before hearing from us. Our team will review your claim and respond within 1–7 business days with next steps, which may include a replacement, a refund, or return instructions.

4. Refunds Process

If your claim is approved for a refund, we'll issue it to your original payment method. Refund processing times depend on your payment provider (typically a few business days for PayPal and similar wallets, and up to 30 days for card refunds, depending on your bank). We'll email you once your refund has been processed.

5. Replacements

In many cases, we're able to send a replacement instead of a refund for damaged or defective items. We'll let you know which options are available once your claim is reviewed. We're not able to offer direct exchanges for a different size or color outside of a damage/defect claim.

6. Return Shipping

If we ask you to send the item back as part of a damaged or defective claim, Novalo covers the full cost of return shipping. In many cases, we may issue a replacement or refund without requiring the original item to be returned at all.

7. 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 have not yet shipped. Once an order has shipped, it can only be addressed through the damaged/defective claims process described above.

8. Domestic Orders Only

Novalo currently ships exclusively within the United States. As a result, this Returns & Refunds Policy applies only to orders placed for delivery within the United States, and we do not process international orders, returns, or refunds at this time.

9. Contact Us

Questions about a damaged or defective item? Reach us at:

Email: getnovalo@gmail.com