Novva Living · Return & Refund Policy
No return needed.
No return needed.
Just sorted.
For damaged, defective, or incorrect items — keep the product. Contact us within 7 days of delivery and we will refund or reship at no cost to you, every time.
7dClaim Window
NoReturn Required
FullRefund or Reship
Damaged, defective or wrong item
Contact us within 7 days of delivery with photos or a short video. You do not need to return the item — we will issue a full refund or arrange a free reship.
Refund or Free Reship
Lost or delayed package
No tracking update for 45+ days: we file a carrier claim and issue a full refund. Marked delivered but not received: wait 2 business days, then contact us.
Full Refund
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
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.
Contact Us First
How to Submit a Claim3 Steps
01
Contact us with your order details
Email hello@novvaliving.com or use Live Chat. Include your order number, a description of the issue, and supporting photos or video.
02
We review your claim
Our team reviews within 1–2 business days. We may request additional photos or information to complete the assessment.
03
Refund or reship issued
Once approved, refunds are issued to your original payment method within 10 business days. Typically appears within 3–5 business days after processing depending on your bank.
Non-Returnable Items
Perishable & personal care
Food, flowers, expiry items, opened or used personal care and hygiene products.
Custom & personalised items
Made-to-order or personalised products cannot be returned or refunded.
Sale items & gift cards
Discounted, clearance, and sale items. Gift cards are non-refundable.
Change of mind & wrong address
Change of mind, wrong address entered at checkout, or unclaimed packages are not eligible for refunds.
Get in Touch
Email Us
hello@novvaliving.com
We respond within 1–2 business days.
We respond within 1–2 business days.
Live Chat
Available on our website — 24/7. The fastest way to get an answer.
Need help with an order?
We’ve got you.
Contact us via email or live chat — we respond within 1–2 business days and are committed to resolving every issue, fast.
No Return Required
Full Refund or Reship
24/7 Support
