Refund Policy

Refund Policy

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OVERVIEW

Defective or Damaged Products

If you have received faulty or damaged products, please contact us with images of the product within 7 days. We will gladly send out a replacement order or issue you a full refund.

Items Lost in Transit

By ordering from us, you agree with our shipping times. Most orders get delivered within the posted time frames; however, external factors such as customs inspections can sometimes cause delays. If your order shipping times exceed our displayed time frame by 10 business days, you can contact us and we will gladly send out a replacement order, or issue a full refund.

Returns

All sales are final. 
We do not accept returns or exchanges for hygiene and safety reasons. 
If your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery with photo evidence, and we will send a replacement at no cost.

Lost or Stolen Packages

Shopnovala.com is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Novala will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.