Returns & Refunds Policy

Effective Date: 01.01.2026

At Novathebrand, we want you to feel confident shopping with us. If something is not quite right, you may request a return for eligible items in accordance with the policy below.

By placing an order on our website, you agree to this Returns & Refunds Policy.

1. Return Eligibility

We accept return requests for eligible items made within 14 calendar days of confirmed delivery.

To be eligible for a return, the item must:

• be unused, unworn, unwashed, and undamaged
• be returned in its original condition
• have all original tags, labels, and packaging intact where applicable
• be suitable for resale

Trying on an item briefly for fit is permitted. However, items showing signs of wear beyond normal fit testing may not be eligible for return.

2. Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

• items that have been worn, washed, altered, or damaged after delivery
• items returned outside the 14-day return request window
• items returned without prior authorization where authorization is required
• items sent to a return address other than the one provided by us
• any item that does not meet the return conditions outlined in this policy

We reserve the right to refuse returns where we reasonably suspect misuse, abuse of the return process, or unusual return activity.

3. How to Request a Return

To request a return, please contact support@novathebrand.com within 14 days of delivery.

Please include:

• your order number
• the item(s) you would like to return
• the reason for the return

If your request is approved, we will provide return instructions.

Please do not send items back without receiving return instructions first, as this may delay processing or affect eligibility.

4. Return Shipping

Unless the return is due to an item being damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.

Please note:

• return addresses may vary depending on the item and fulfillment origin
• customers are responsible for any applicable return shipping costs
• where applicable, customs duties, import fees, or carrier charges related to the return remain the responsibility of the customer

We recommend using a tracked shipping service, as we are not responsible for returns lost or damaged in transit.

5. Inspection and Refund Processing

All returned items are inspected upon receipt.

If the return is approved:

• the refund will be issued to the original payment method
• refunds are typically processed within 14 business days after approval
• original shipping costs are non-refundable unless otherwise required by law

If an item does not meet the return conditions set out in this policy, the return may not be approved.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@novathebrand.com.

Please include:

• your order number
• a description of the issue
• clear photographs of the item and packaging

If the issue is confirmed and the item is eligible, we may offer an appropriate resolution, such as:

• a replacement
• a refund
• store credit
• another suitable resolution depending on the circumstances

If a return is required due to an item being damaged, defective, or incorrect as a result of our error, we will provide appropriate return instructions and, where applicable, cover the reasonable return shipping cost.

7. Order Cancellations and Address Changes

Orders may only be changed or cancelled before they enter processing.

Once an order has entered processing or has been dispatched, cancellation or address changes may no longer be possible.

Customers are responsible for ensuring that shipping details entered at checkout are accurate and complete.

If you need to request an address correction, please contact us as soon as possible. While we will do our best to assist, changes cannot be guaranteed once fulfillment has begun.

8. Delivered Orders

Once a package has been marked as delivered by the carrier to the shipping address provided at checkout, responsibility for the package passes to the customer.

We are not responsible for:

• packages marked as delivered but later reported missing
• theft, loss, or misplacement after confirmed delivery
• delivery issues involving mailrooms, parcel lockers, apartment offices, reception desks, or similar shared delivery points

If you experience a delivery issue, we recommend first contacting the carrier and then reaching out to our support team so we can assist where possible.

9. Refused or Unclaimed Shipments

If an order is refused, unclaimed, or returned due to failed delivery attempts, any refund issued may be reduced by:

• original shipping costs
• return shipping costs
• carrier fees
• customs or import-related charges where applicable

10. Alternative Resolutions

In some situations, we may offer an alternative resolution such as a partial refund, store credit, replacement, or another appropriate solution depending on the circumstances.

Any such resolution is provided on a case-by-case basis and does not create an obligation to offer the same resolution in future situations.

11. Payment Disputes

If you experience an issue with your order, we encourage you to contact our support team first so we can review the matter and try to resolve it promptly.

We reserve the right to respond to chargebacks or payment disputes with relevant supporting documentation, including:

• proof of delivery
• tracking confirmation
• customer communications
• acceptance of this policy and related website terms at checkout
• payment processor or platform records

Where we reasonably suspect fraudulent, abusive, or bad-faith dispute activity, we reserve the right to refuse future service.

12. Governing Law

This Policy shall be governed by and interpreted in accordance with the applicable laws of the United States, without regard to conflict-of-law principles.

13. Contact Information

For return and refund-related inquiries, please contact:

Novathebrand
Email: support@novathebrand.com