Last updated: October 15, 2026
At NOVALOVO, customer satisfaction matters to us. If you experience a problem with your order, please contact our support team so we can review the issue and explain the available resolution.
Please contact support@novalovo.com within 30 days of delivery to request a return or report an issue.
Items being returned should generally be unused, in their original condition, and accompanied by their original packaging and order details. Certain products may have additional restrictions where permitted by applicable law.
Contact us before sending any item back. We will provide the appropriate return instructions and destination after reviewing your request.
Do not send returns to a U.S. fulfillment warehouse or any other address without authorization.
If an item arrives damaged, defective, incorrect, or incomplete, contact us as soon as possible. Please include your order number and clear photographs or videos showing the issue.
After reviewing the information, we will explain the available remedy, which may include a replacement, refund, or another appropriate resolution.
You will not be required to return an item unless we provide return instructions. Any remedy remains subject to applicable consumer protection law.
If your order has not arrived within the estimated delivery period, please contact us with your order number and tracking details.
We will investigate the shipment with the relevant carrier and fulfillment provider. Depending on the circumstances, an appropriate resolution may include reshipment or a refund.
A carrier's tracking status alone will not automatically determine the outcome of every claim. Each case will be reviewed based on the available evidence and applicable law.
If you ordered the wrong item, selected the wrong size, or no longer want a product, contact us to discuss the available options.
Return shipping costs and refund eligibility may depend on the reason for the request, the product, and applicable law. We will explain any applicable costs before you proceed.
Nothing in this policy limits any mandatory cancellation, withdrawal, return, or refund rights available under applicable law.
Once a refund is approved, we will initiate it through the original payment method where possible. Your bank or payment provider may require additional time to make the funds available.
The time required for the refund to appear in your account depends on your payment provider and financial institution.
Where a return is authorized, we will provide the return destination and instructions. Do not assume that a U.S. warehouse accepts customer returns; the designated return destination may be overseas.
Responsibility for return shipping costs will be communicated during the return process, subject to applicable law and the reason for the return.
This policy does not exclude or restrict any consumer rights that cannot legally be excluded or restricted under applicable law.
For return, refund, or replacement requests, contact:
Email: support@novalovo.com
Website: https://www.novalovo.com/pages/contact