Refund policy

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:

  • 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:

  • Email: 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:

  • 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. Non-Returnable Items

The following items are not eligible for return:

  • 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

6. Refunds

Once your claim has been verified, a refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or card provider.

If you have not received your refund within 15 business days of approval, please contact us at hello@novvaliving.com.

7. Special Circumstances

  • 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.

8. Warranty

Some products may include a manufacturer's warranty. Warranty terms vary by product and will be provided where applicable. For warranty queries, please contact us and we will assist you accordingly.

9. Contact Us

For all returns, refund, or warranty enquiries:

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

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