Refund & Return Policy

At Nova Nella, we want every purchase to be a positive experience. We work hard to provide quality products and dependable service, but we understand that there may be occasions when a return, replacement, or exchange is needed. This policy explains how we handle those requests and what you can expect during the process.

If you need assistance at any point, please contact our support team at support@novanella.com.

Return Eligibility

Customers may request a return or exchange within 30 days from the date their order is delivered. Requests submitted after this period may not qualify for approval.

To be eligible for a return or exchange, items must meet the following conditions:

• The product has not been used or worn

• The item has not been washed or altered

• All original labels, tags, and packaging remain intact

• The item is returned in the same condition in which it was received

Items that do not satisfy these requirements may not qualify for a refund or replacement.

Steps to Request a Return or Exchange

If you wish to send back an item or request a replacement, please follow the process below:

1. Send an email to support@novanella.com with your order number, the product(s) involved, and the reason for your request.

2. Once your request has been reviewed, our support team will provide instructions for returning the item, including the appropriate shipping address.

3. Securely package the item and include your order details or invoice inside the package.

4. Ship the item to the provided return address.

Please note that customers are generally responsible for return shipping expenses unless the return is related to a defective item or an error made by Nova Nella.

Refund Information

After the returned package arrives, our team will inspect the item to verify that it meets our return requirements.

Approved refunds are typically completed within 2 business days after the inspection process.

Refunds will be sent back using the same payment method used during the original purchase.

Shipping charges paid at checkout are normally not refundable unless the issue resulted from a damaged item or a shipping mistake on our side.

Incorrect or Damaged Orders

We sincerely apologize if you receive a product that arrives damaged, defective, or different from the item ordered.

Please contact us as soon as possible at support@novanella.com and provide your order details along with photos of the issue if available.

If the problem is confirmed, Nova Nella will cover any necessary return shipping costs and arrange either:

• A replacement product, or

• A complete refund at no additional cost to you

Contact Information

Questions regarding this policy or assistance with a return can be directed to:

Nova Nella
Email: support@novanella.com

Customer satisfaction remains important to us, and we are committed to resolving concerns efficiently while continuing to deliver products you can purchase with confidence.