Policy Returns Refunds Contact
Novva Living
Return &
Return &
Refund Policy
We want you to shop with confidence. Please read our policy carefully before making a purchase.
7dClaim
Window
Window
NoReturn
Required
Required
FullRefund or
Reship
Reship
7-Day Claim WindowNo Return RequiredFull Refund or ReshipFinal Sale ItemsFree Reship24/7 Support7-Day Claim WindowNo Return RequiredFull Refund or ReshipFinal Sale ItemsFree Reship24/7 Support
Policy at a GlanceDamaged · Lost · Cancelled
01 Damaged, Defective or Wrong Item
Contact us within 7 days of delivery with photos or videos. You do not need to return the item. We will issue a refund or arrange a free reship based on the issue.
Refund or Free Reship
02 Lost or Delayed Package
No tracking update for 45+ days: we file a carrier claim and issue a full refund. Package marked delivered but not received: wait 2 business days, then contact us.
Full Refund
03 Order Cancellations
Orders can only be cancelled before dispatch. Contact us immediately at hello@novvaliving.com. Once dispatched, cancellation is not possible.
Full Refund if Pre-Dispatch
Our Commitment
No return.
No hassle.
Just sorted.
For damaged, defective, or incorrect items — keep the product. We will refund or reship at no cost to you, every time.
How to Submit a Claim3 Steps
01
Submit Your Claim
Email or Live Chat
Contact us via hello@novvaliving.com or Live Chat with your order number, a description of the issue, and supporting photos or videos.
02
We Review
1–2 Business Days
Our team reviews your claim within 1–2 business days. We may request additional photos or information to complete the assessment.
03
Refund or Reship Issued
Refund Issued
Once approved, refunds are issued to your original payment method within 10 business days. Refunds typically appear within 3–5 business days after processing depending on your bank.
Non-Returnable & Special CasesExceptions · Chargebacks · Exchanges
01 Non-Returnable Items
- Perishable goods — food, flowers, expiry items
- Personal care & hygiene — opened or used
- Custom or personalised — made to order
- Hazardous materials
- Sale items — discounted or clearance
- Gift cards
- Digital products — once accessed
- Unauthorised returns
02 Chargebacks & Disputes
Please contact us before initiating a chargeback. We resolve most issues within 1–2 business days — faster than a formal dispute. We retain full order records and will submit evidence against unwarranted claims. Unauthorised chargebacks on delivered orders constitute fraud.
Contact Us First
03 Exchanges & Special Circumstances
We do not offer direct exchanges. Damaged or wrong items are eligible for a free reship. Change of mind, wrong address, or unclaimed packages are not eligible for refunds. Return shipping for manufacturer-accepted returns is the customer's responsibility.
No Direct Exchanges
Get in TouchWe respond within 1–2 business days
Live Chat Available on our website — 24/7
Email Us hello@novvaliving.com
Need help with an order?
Contact Us