Refund policy
We have a 30-day policy, which means you have 30 days after receiving your item to request a solution if your order arrives damaged, defective, or incorrect.
We do not offer refunds or replacements for buyer's remorse (such as changing your mind, ordering the wrong size, or color preferences).
To be eligible for a resolution, you must contact us at support@novsent.com within the 30-day window with your order number and mandatory photo or video proof of the defect or damage.
Please note that for approved quality issues, we handle the claim digitally to save you the hassle of international shipping. However, items sent back to any physical address without our explicit, written return authorization will not be accepted or refunded.
You can always contact us for any policy questions at support@novsent.com.
Damages and issues
Please inspect your order upon reception. Contact us immediately at support@novsent.com if the item is defective, damaged, or if you receive the wrong item. Once our team verifies the photo or video evidence of the issue, we will arrange a free replacement or a full refund.
Please inspect your order upon reception. Contact us immediately at support@novsent.com if the item is defective, damaged, or if you receive the wrong item. Once our team verifies the photo or video evidence of the issue, we will arrange a free replacement or a full refund.
Exceptions / non-returnable items
Certain types of items cannot be refunded or returned under any circumstances. This includes perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept requests for hazardous materials, flammable liquids, or gases.
Certain types of items cannot be refunded or returned under any circumstances. This includes perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept requests for hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept refund requests on sale items or gift cards.
Exchanges
We do not offer traditional exchanges. If your item is eligible due to verified damage or supplier error, we will simply ship a brand-new replacement item to you free of charge.
We do not offer traditional exchanges. If your item is eligible due to verified damage or supplier error, we will simply ship a brand-new replacement item to you free of charge.
European Union 14-day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, consumers have the right to cancel their order within 14 days of delivery. Please contact us at support@novsent.com to initiate a resolution under this regulation.
Notwithstanding the above, if the merchandise is being shipped into the European Union, consumers have the right to cancel their order within 14 days of delivery. Please contact us at support@novsent.com to initiate a resolution under this regulation.
Refunds
Once we review and approve your photo/video evidence of damage, we will notify you. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Once we review and approve your photo/video evidence of damage, we will notify you. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.