Return Policy

Last updated: June 10, 2026

Thank you for shopping with NOVAE STORE. We want you to be completely satisfied with your purchase. If that's not the case, here's how our return and refund process works.

1. Return Window

You have 30 days from the date you receive your order to request a return or exchange.

After this 30-day period, we unfortunately cannot offer a refund or exchange.

2. Eligibility Requirements

To be eligible for a return, your item must meet the following conditions:

It must be unused and in the same condition that you received it.
It must be in the original packaging, with all tags attached.
Proof of purchase (order number, invoice, or order confirmation) is required.

Certain items cannot be returned, including:

Sale or promotional items (unless stated otherwise).
Underwear, swimwear, and intimate hygiene items, for sanitary reasons, unless still sealed in their original packaging.
Gift cards.

3. How to Initiate a Return

To start a return, please contact us through our Contact page with the following information:

Your order number,
The item concerned,
The reason for the return.

We will then provide you with the exact instructions for returning your item, including the return address if applicable.

No return will be accepted without prior approval from our team.

4. Return Shipping Costs

Unless the item is defective, damaged, or does not match what you ordered, return shipping costs are the customer's responsibility.

If the item is defective, arrived damaged, or does not match your order, NOVAE STORE covers the cost of return shipping.

We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned item without proof of shipment.

5. Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.

If your refund is approved, it will be processed within 5 to 10 business days, and a credit will automatically be applied to your original method of payment.

The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

6. Defective or Damaged Items

If you receive an item that is defective, was damaged during shipping, or differs from what you ordered, please contact us immediately through our Contact page with photos of the item and packaging. We will arrange a replacement or a full refund, including return shipping costs.

7. Exchanges

If you would like to exchange an item (for example, for a different size or color), please contact us through our Contact page. Exchanges are subject to the same eligibility conditions as returns and depend on stock availability.

8. Cancelled Orders

If you wish to cancel an order, please contact us as soon as possible through our Contact page. If the order has not yet shipped, we will cancel it and issue a full refund. If the order has already shipped, standard return conditions apply.