RETURN POLICY

Order Cancellations

We are able to accommodate cancellation requests provided the order has not yet entered the production stage or been dispatched from our facility. If your cancellation is successful, a full refund will be issued. Please note that once an order is in transit, we are unable to process a cancellation.

Returns

You may initiate a return request within 14 days of receiving your order. To qualify for a return, items must be in their original, unused condition, complete with their initial packaging. We also require a receipt or other valid proof of purchase to process your request.

Please reach out to us at cs@novevio.com to obtain the correct return shipping address. Kindly refrain from sending items directly back to the manufacturer, as this may delay or prevent the processing of your return.

Regarding return shipping:

  • Customer-Initiated Returns: If you are returning an item due to a change of preference, the return shipping costs are the responsibility of the customer. You may choose the courier service that works best for you.

  • Company-Related Issues: If you receive a product that is damaged or incorrect due to an error on our part, you will not be held liable for any return shipping fees.

We do not charge any restocking fees, and you will be charged no more than once for shipping costs in relation to a return.

Refunds

Upon receipt and inspection of your returned package, we will notify you via email regarding the status of your refund. If approved, your refund will be processed and automatically applied to your original payment method. These transactions typically reflect in your account within 7 business days, depending on your financial institution.

Missing or Delayed Refunds

If you have not received your refund after the expected timeframe, we suggest the following steps:

  1. Double-check your bank or credit card statements.

  2. Reach out to your card issuer, as there is often a lead time before a refund is officially posted.

  3. Contact your bank to inquire about processing times.

If you have completed these steps and still have not received your funds, please contact our support team at cs@novevio.com for further assistance.