Return & Refund Policy
Last updated: January 21, 2025
This Return & Refund Policy explains how returns and refunds are handled for orders placed on Novoliners. The purpose of this policy is to provide clear, accurate, and transparent information regarding eligibility, timelines, procedures, and customer responsibilities. By placing an order on our website, customers acknowledge that they have read and understood the terms outlined below.
We aim to ensure that all return and refund requests are handled fairly and consistently. This policy is written to comply with standard e-commerce practices and to help customers understand what to expect when requesting a return or refund.
1. Return & Refund Timeline Overview
The table below summarizes the key time-related elements of our return and refund process. These timelines are provided to ensure transparency and to help customers make informed decisions.
| Stage | Timeframe |
|---|---|
| Return Request Period | Within 60 days of delivery |
| Refund Processing Time | Up to 12 business days after approval |
2. Eligibility for Returns
Customers may request a return within 60 days from the date the order is marked as delivered by the shipping carrier. To be eligible for a return, the item must meet the conditions outlined below.
- The item must be unused, unworn, and in its original condition.
- The item must be returned in its original packaging, where applicable.
- The return request must be submitted within the allowed return period.
Items that do not meet these conditions may not be eligible for a refund. Eligibility is determined after the returned item has been received and inspected.
3. Non-Returnable Items
Certain items may not be eligible for return due to hygiene, safety, or other considerations. Any non-returnable items will be clearly indicated on the product page or at checkout.
If an item is marked as non-returnable at the time of purchase, it will not be accepted for return except where required by applicable consumer protection laws.
4. How to Initiate a Return
To initiate a return, customers must contact our support team within the return period. Return requests should include the order number and a brief explanation of the reason for return.
Once a return request is reviewed and approved, customers will receive further instructions regarding the return process. Unauthorized returns may not be accepted.
5. Return Shipping
Customers are responsible for securely packaging returned items to prevent damage during transit. We recommend using a trackable shipping method when returning an item.
Novoliners does not charge any restocking or handling fees for returns. No fees are deducted from approved refunds.
6. Refund Policy
Refunds are issued after the returned item has been received and inspected to confirm that it meets return eligibility requirements.
Once approved, refunds are processed within 12 business days. This timeframe refers to the period required to process the refund after approval and does not include any additional time required by the payment provider or financial institution.
7. Refund Method
Refunds are issued using the same payment method used for the original purchase, unless otherwise required or permitted by law. Processing times may vary depending on the payment provider.
Novoliners does not apply any refund processing fees, transaction fees, or restocking fees. The refunded amount will not be reduced by any administrative charges.
8. Partial Refunds
In certain situations, partial refunds may be issued. This may include, but is not limited to:
- Items returned in a condition different from the original state
- Items missing original packaging or accessories
- Returns submitted outside the approved return instructions
Any partial refund decisions are made after inspection and communicated clearly to the customer.
9. Exchanges
If an exchange option is available, customers may request an exchange instead of a refund. Exchange availability depends on product stock and order circumstances.
If an exchange cannot be fulfilled, a refund may be issued in accordance with this policy.
10. Late or Missing Refunds
If a refund has been approved but not received within the expected timeframe, customers should first check with their payment provider or financial institution.
If further assistance is required, customers may contact our support team for review.
11. Customer Responsibilities
Customers are responsible for ensuring that return requests are submitted within the allowed return period and that returned items comply with eligibility requirements.
Failure to follow return instructions may result in delays or ineligibility for a refund.
12. Customer Support
For questions related to returns or refunds, customers may contact our support team:
- Email: support@novoliners.com
- Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)
13. Policy Updates
This Return & Refund Policy may be updated periodically to reflect changes in operations or legal requirements. Updates take effect immediately upon being posted on this page.
