RETURN POLICY

At NOVEVIO, returns aren’t about rules — they’re about making things right, together.

Order Cancellation

We can cancel your order only if it hasn’t entered production or been dispatched yet. If we process the cancellation before that point, you’ll receive a full refund immediately. Once your order is in transit, cancellation is no longer possible — the package is already on its way to you.

Item Returned Because You Changed Your Mind

If you decide you’d like to return something simply because it’s not what you expected or no longer fits your needs, you have 14 days from the day you received it. The item must be unused, in its original packaging, and accompanied by proof of purchase — like your receipt or order confirmation email. We’ll inspect it upon arrival to confirm it meets those conditions.

Item Arrived Damaged or Wrong

When an item arrives damaged, incomplete, or incorrect due to a mistake on our end, we cover all return shipping costs. You won’t pay anything to send it back, and we’ll provide the correct return address after you contact us. There are no restocking fees, and only one shipping charge applies per return — even if multiple items are included.

Refund Not Showing Up Yet

After we receive and approve your return, we issue the refund to your original payment method. You’ll get an email confirming this step. Most banks and card issuers complete the deposit within 7 business days — but timing depends entirely on your financial institution. If it’s been longer than that:

  1. Check your most recent bank or credit card statement.
  2. Contact your card issuer to confirm whether the refund has been posted.
  3. Follow up with your bank about pending processing windows.
  4. If none of those steps resolve it, write to cs@novevio.com.

What We Need From You

All return-related communication starts with an email to cs@novevio.com. That’s how you get the official return shipping address — never send items to a manufacturer or unverified location. We’ll respond promptly and guide you through each step. And just to be clear: we never ask for sensitive data like passwords or full card numbers over email.

We’ll act fast once you reach out. And you’ll know exactly what to expect — every step of the way.