Refund policy

RETURN & REFUND POLICY

Last Updated: June 2026

Thank you for shopping with Novexa. We value customer satisfaction and strive to provide quality products and service. Please read this Return & Refund Policy carefully before making a purchase.

By placing an order with Novexa, you agree to the terms outlined below.

1. ELIGIBILITY FOR RETURNS

Customers may request a return only if:

The product arrives damaged.
The product arrives defective.
The wrong product was received.
The product is significantly different from the description provided on our website.

To qualify for a return or refund, you must contact us within 7 days of delivery.

Requests submitted after this period may not be eligible for review.

2. EVIDENCE REQUIREMENT

To process any return, replacement, or refund request, customers must provide:

Order number
Full name used on the order
Clear photographs of the product
Clear photographs of any damage, defect, or issue
Description of the problem

Failure to provide sufficient evidence may result in the request being denied.

3. NON-RETURNABLE ITEMS

The following items are not eligible for return, refund, or exchange unless required by applicable law:

Sale items
Clearance items
Promotional items
Gift cards
Digital products
Downloadable products
Personalized products
Custom-made products
Intimate or hygiene-related items
Items showing signs of use, wear, alteration, or damage caused by the customer

4. CHANGE OF MIND

Due to the nature of our fulfillment process, we do not offer refunds or returns for:

Change of mind
Incorrect item selection by the customer
Incorrect size selection by the customer
Buyer’s remorse
Preference changes after purchase

Customers are encouraged to review product details carefully before completing their purchase.

5. ORDER CANCELLATIONS

Orders may be cancelled only before processing begins.

Once an order has entered processing, packaging, fulfillment, or shipment stages, cancellation requests cannot be guaranteed.

If a cancellation is approved before shipment, a full refund will be issued.

6. SHIPPING COSTS

Original shipping costs are non-refundable.

Where a return is approved for reasons not caused by Novexa, the customer is responsible for all return shipping costs.

Shipping charges incurred during delivery will not be refunded.

7. LOST PACKAGES

If tracking confirms delivery to the address provided by the customer, Novexa shall not be responsible for:

Lost packages
Stolen packages
Packages accepted by third parties at the delivery address

Customers should contact the courier directly where appropriate.

8. INCORRECT SHIPPING INFORMATION

Customers are solely responsible for providing accurate shipping information.

Novexa is not responsible for orders that cannot be delivered due to:

Incorrect addresses
Incomplete addresses
Incorrect postal codes
Incorrect contact information

Refunds will not be issued for orders affected by customer-provided errors.

9. DELIVERY DELAYS

Delivery estimates are provided as guidelines only.

Refunds will not be issued solely because:

A package is delayed in transit
Customs inspections occur
Courier networks experience delays
High shipping volumes affect delivery times

Customers should allow up to 30 business days from dispatch before a shipment is considered potentially lost.

10. REFUNDS

Approved refunds will be issued to the original payment method used for purchase.

Refund processing times vary depending on the payment provider and financial institution.

Novexa reserves the right to:

Issue a partial refund where appropriate.
Offer a replacement product instead of a refund.
Deny refund requests that do not comply with this policy.

11. CHARGEBACKS

Customers agree to contact Novexa before initiating a payment dispute or chargeback.

Where evidence confirms successful delivery, order fulfillment, or compliance with this policy, Novexa reserves the right to contest chargebacks and submit all relevant documentation to the payment provider.

12. FRAUD PREVENTION

To protect customers and the business, Novexa reserves the right to:

Request additional verification information.
Refuse suspicious refund requests.
Refuse claims involving altered evidence.
Refuse claims where fraudulent activity is suspected.

Fraudulent refund claims may be reported to the relevant authorities.

13. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Novexa's total liability relating to any order shall not exceed the amount paid by the customer for the specific product giving rise to the claim.