Refund policy

Return & Refund Policy

Effective Date

Thank you for shopping with Novora. We want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we're here to help.

1. Returns

Eligibility

To be eligible for a return, your item must:

  • Be unused and in its original condition.

  • Be returned in its original packaging.

  • Include all accessories or promotional items received with the purchase.

Returns that do not meet these conditions may not be accepted.

Return Window

You may request a return within 30 days of receiving your order.

Unfortunately, we cannot accept returns requested after the 30-day return period.

Proof of Purchase

A valid order confirmation or receipt is required for all return requests.

2. Non-Returnable Items

The following items cannot be returned:

  • Digital downloads or downloadable bonus content

  • Gift cards

  • Clearance or final sale items

  • Personalized or custom-made products

  • Products damaged through misuse or improper handling

3. Refunds

Inspection

Once your returned item has been received, we will inspect it and notify you of the status of your refund.

Approved Refunds

If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your payment provider.

Partial Refunds

Partial refunds may be issued in situations including:

  • Items showing signs of use.

  • Returned products that are not in their original condition.

  • Missing components or packaging.

  • Damage not caused during shipping.

4. Exchanges

We only replace items if they are defective, damaged during transit, or if the wrong product was sent.

To request an exchange, please contact us within 7 days of receiving your order and include:

  • Your order number

  • Photos of the damaged or incorrect item

  • A brief description of the issue

If approved, we'll arrange a replacement as quickly as possible.

5. Return Shipping

To initiate a return, please contact us first to receive return instructions.

Return Address:

Customers are responsible for return shipping costs unless:

  • The item arrived damaged.

  • The incorrect item was shipped.

  • The item is defective.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

6. Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • Clear photographs of the item

  • Photographs of the packaging (if applicable)

We'll work with you to resolve the issue as quickly as possible.

7. Sale Items

Discounted, promotional, and clearance items are generally not eligible for refunds unless they are faulty or damaged upon arrival.

8. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us.

We aim to respond within 1–2 business days.