Politique de remboursement

Overview

We want every Novva Living order to arrive exactly as expected. If something isn't right, we'll make it right — quickly and without unnecessary friction.

1. Eligibility for Returns

We accept returns on unused items in their original, undamaged packaging within 30 days of delivery, accompanied by valid proof of purchase.

Items must be:

Unused and in the same condition as received
In original, undamaged packaging
Accompanied by proof of purchase

Items that don't meet these conditions may not be accepted.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or wrong — we'll fix it, no hassle.

Clear photos or video of the issue
A photo of the shipping label (for wrong item claims)

We'll issue a full or partial refund, or reship the correct item free of charge. You don't need to return the item.

3. How to Start a Return

Get in touch before sending anything back:

Email: hello@novvaliving.com
Live Chat: Available on our website

We'll review your request and send return instructions within 1–2 business days. Please don't send items back without authorisation — unauthorised returns may not be accepted.

4. Refund Timeline

Once your claim is approved:

You'll receive a confirmation email
Your refund is issued to your original payment method within 10 business days
Refunds typically appear within 3–5 business days after processing

If you haven't received your refund within 15 business days of approval, contact us immediately.

5. Lost or Delayed Packages

If tracking shows no update for more than 45 days, we'll file a carrier claim and issue a full refund. If your tracking number is invalid, contact us straight away.

If your tracking shows delivered but you haven't received it:

Check around your property, with neighbours, and for any carrier notifications
Wait 2 full business days from the marked delivery date
If still missing, contact us with your order number — we'll open a carrier investigation (typically resolved within 5–10 business days)

6. Order Cancellations

Orders can be cancelled before dispatch only.

Before dispatch: Email hello@novvaliving.com with subject line "Order Cancellation Request" and your order number. If not yet shipped, we'll cancel and refund in full within 10 business days.
After dispatch: We're unable to cancel. Please wait for delivery and contact us if there's an issue on arrival.

7. Exchanges

We don't offer direct exchanges. If your item arrived damaged, defective, or incorrect, we'll reship the right product at no cost. For all other situations, we recommend placing a new order.

8. Non-Returnable Items

The following cannot be returned under any circumstances:

Perishable goods
Personal care and hygiene items
Custom or personalised products
Hazardous materials
Sale items (where clearly stated at purchase)
Gift cards
Downloaded digital products
Items returned without prior authorisation

Not sure if your item qualifies? Contact us at hello@novvaliving.com before purchasing.

9. Special Circumstances

Wrong address provided at checkout: We're unable to refund or reship if an incorrect address was entered by the customer.
Change of mind: We're generally unable to accept returns for unwanted items. In exceptional cases where a return is approved, return shipping is at the customer's cost and any refund will reflect the manufacturer's accepted price.

10. Chargebacks & Payment Disputes

Before raising a dispute with your bank, please contact us first — we almost always resolve issues faster.

Contact us: hello@novvaliving.com or Live Chat
Legitimate disputes: If you believe a charge was made in error or unauthorised, contact your bank immediately. We'll cooperate fully.
Fraudulent chargebacks: Filing a dispute for an order delivered as described, or where a refund was already issued, constitutes fraud. We retain all order records, payment data, shipping confirmation, and communications and will submit full evidence to dispute any unwarranted claim.

11. Contact Us

For returns, refunds, or any order issue:

Email: hello@novvaliving.com
Live Chat: Available on our website

We respond to all enquiries within 1–2 business days.