Refund policy
Policy · Returns
Last updated: May 18, 2026
✓ 30 days no questions asked
Quick summaryYou have 30 days from delivery to return. If it was our mistake, we pay return shipping. Refund in 5-10 business days to the original payment method.
Fast refunds, no complicated returns
For low-value items, you don't need to send anything back: if something arrived wrong, we refund you or give you store credit without asking you to ship it back. For everything else, you can choose an exchange, store credit (the fastest option) or a refund to your original payment method. Always within 30 days, with 100% of your money protected.
Return window
You have 30 days from the delivery date to start a return if the product isn't what you expected.
What can be returned
- Unused products, in their original packaging.
- With all accessories, manuals and tags included.
- Accompanied by a photo of the received product and the order number.
What CANNOT be returned
- Personalized or made-to-order products.
- Intimate hygiene or personal care products once opened.
- Gift cards.
- Sale products marked as "final sale".
How to start a return
- Write to help@novustores.com with your order number and reason.
- We reply in under 24 hours with the return address and return code.
- Pack the product carefully and ship it to the indicated address.
- Once we receive and verify the condition, we process the refund in 5 to 10 business days.
Manufacturing defects
If the product arrived defective, we send you a new one at no cost or refund you 100% — your choice. Just send us a photo/video showing the defect.
Return shipping costs
- Manufacturing defect or our mistake: NOVU covers return shipping.
- Change of mind: the buyer covers return shipping.