Refund policy
Eligibility for Returns
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 will also need the receipt or proof of purchase.
Important Notice
Please note that returns and refunds are generally not allowed for change of mind, incorrect choice, or customer preference once the order has been shipped and delivered.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect.
If the product is confirmed to be defective or not as described, we will offer a full refund or replacement at no additional cost, depending on your preference.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalized products, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to get what you want is to request a return for the original item (if eligible) and then place a new order once approved.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, 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 and without justification. The item must be unused, unworn, and in original packaging with proof of purchase.
Refunds
Once we receive and inspect your return, we will notify you if the refund is approved.
- Approved defective/incorrect items: full refund will be issued to your original payment method.
- Refunds (if approved) are typically processed within 10 business days.
- Please note it may take additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since approval, please contact us at support@novavibesonline.com.
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