Politique de remboursement
Overview
At Novva Living, your satisfaction is our priority. Please read our return and refund policy carefully before making a purchase.
1. Eligibility for Returns
We offer refunds or reshipments for damaged, defective, or incorrect products received. Claims must be submitted within 7 days of delivery with supporting evidence. For all other returns, please contact us within 30 days of delivery.
To be eligible for a return, items must meet all of the following conditions:
| Condition |
|---|
| Unused and in the same condition as received |
| In the original, undamaged packaging |
| Accompanied by valid proof of purchase |
Items that do not meet these criteria may not be accepted for return.
2. How to Initiate a Return or Claim
Please contact us before sending anything back:
| Channel | Details |
|---|---|
| hello@novvaliving.com | |
| Live Chat | Available on our website |
Once your request has been reviewed and approved, we will provide full instructions. Please do not send items back without prior authorisation — unauthorised returns may not be accepted.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with the following:
| Required Evidence |
|---|
| Clear photos or videos of the damaged, defective, or incorrect product |
| A photo of the shipping label (for wrong item claims) |
We will issue a partial or full refund, or arrange a free reship, based on the situation. You do not need to return the item in these cases.
4. Lost or Delayed Packages
If your package tracking shows no update for more than 45 days, we will file a claim with the carrier and issue a full refund. If your tracking number is invalid, please contact us immediately so we can investigate.
5. Packages Marked as Delivered
If your tracking shows delivered but you have not received your package, please follow these steps:
| Step | Action |
|---|---|
| Check first | Check around your property — letterbox, porch, side gate, with a neighbour, or in a safe place noted by the carrier. Also check for a delivery card or courier notification. |
| Wait 2 business days | If still not received after 2 full business days from the marked delivery date, contact us with your order number. |
| Address accuracy | Ensure your delivery address was entered correctly at checkout. We cannot accept responsibility for packages delivered to an incorrect address provided by the customer. |
| Carrier investigation | Once we open a carrier investigation, resolution typically takes 5–10 business days. If the carrier confirms non-delivery, we will reship or issue a full refund. |
6. Non-Returnable Items
The following items are not eligible for return under any circumstances:
| Item Type |
|---|
| Perishable goods |
| Personal care and hygiene items (for health and safety reasons) |
| Custom or personalised products |
| Hazardous materials |
| Sale items (where clearly stated at the time of purchase) |
| Gift cards |
| Downloadable software or digital products (once accessed or downloaded) |
| Items returned without prior authorisation |
If you are unsure whether your item qualifies for a return, please contact us at hello@novvaliving.com before making a purchase.
7. Exchanges
We do not offer direct exchanges. If you received a damaged, defective, or incorrect item, we will reship the correct product at no cost to you. For all other situations, we recommend placing a new order for the item you want.
| Scenario | Outcome |
|---|---|
| Damaged, defective, or wrong item | Eligible for free reship of the correct product. Contact us within 7 days with supporting photos. |
| Change of mind / wrong size selected | Not eligible for exchange. Please review product details carefully before purchasing. |
8. Refund Approval Process
| Step | Details |
|---|---|
| Step 1 — Submit your claim | Contact us via email at hello@novvaliving.com or Live Chat with your order number, a description of the issue, and supporting photos or videos. |
| Step 2 — Review | Our team will review your claim within 1–2 business days. We may request additional information to complete the assessment. |
| Step 3 — Approval | Once approved, you will receive a confirmation email. Refunds are issued to your original payment method within 10 business days of approval. |
| Step 4 — Refund timeline | Refunds typically appear within 3–5 business days after processing. If not received within 15 business days of approval, contact us immediately. |
9. Order Cancellations
Orders can only be cancelled before they are dispatched. Once an order has been fulfilled and handed to the carrier, it cannot be cancelled.
| Scenario | Policy |
|---|---|
| Before dispatch | Contact us immediately at hello@novvaliving.com or via Live Chat. If not yet dispatched, we will cancel and issue a full refund to your original payment method. |
| After dispatch | We are unable to cancel your order. Please wait for delivery and contact us if there is an issue upon arrival. |
| How to request | Email hello@novvaliving.com with your order number and the subject line "Order Cancellation Request". Processed during business hours, Monday to Friday. |
| Refund timeline | Approved cancellation refunds are returned to your original payment method within 10 business days. |
10. Special Circumstances
| Circumstance | Policy |
|---|---|
| Wrong address or unclaimed packages | If an incorrect address was provided at checkout, we are unable to accept a refund or reship request. |
| Change of mind | We are generally unable to accept returns for unwanted items. In rare cases where a return is accepted, return shipping costs are the responsibility of the customer and any refund will be based on the manufacturer's accepted price. |
11. Chargebacks & Payment Disputes
We strongly encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. In most cases, we can resolve the issue faster and more effectively than a formal dispute process.
| Scenario | Policy |
|---|---|
| Contact us first | Before raising a dispute, reach out at hello@novvaliving.com or via Live Chat. We aim to respond within 1–2 business days. |
| Legitimate disputes | If you believe a charge was made in error — such as an unauthorised transaction — please contact your bank immediately. We will cooperate fully with any investigation. |
| Fraudulent chargebacks | Filing a chargeback for an order that was delivered as described, or where a refund was already issued, constitutes fraud. We retain all records and will submit evidence to dispute unwarranted claims. |
| What we retain | For every order we retain: order confirmation, payment records, shipping and tracking details, delivery confirmation, and all customer communications. |
12. Contact Us
For all returns, refund, or warranty enquiries:
| Channel | Details |
|---|---|
| hello@novvaliving.com | |
| Live Chat | Available on our website |
We aim to respond to all enquiries within 1–2 business days.