**Refund Policy**
At Novana.online, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help.
Eligibility for returns/exchange:
- Timeframe: Returns must be initiated within 7 days of purchase.
- Defective or damaged products We will initiate return/replace in case of any damages occurred in logistics or the customers have received incorrect items. Once you receive the package, make an unboxing vide Email/DM us the if you find the product broken or defective.(novanaonline0@novana.online) Items must be unused and in original packaging.
- Incorrect item received: If the customers have received wrong product as a result of our error, we will actively replace the item.
- Exceptions: Used products cannot be returned. Exchanges maybe granted at our discretion under specific circumstances.
Process for Returns: After you had sent us the unboxing video in E-mail, we will initiate return from our side after checking it’s authenticity very actively within 24 hrs. Pickup boy will pick the damage products from your address & you will get tracking link of that in registered e-mail. Our pickup boy will perform quality check of the package when they will pickup from you.
Final Step comes as Exchange/Replace with new product:
We will ship new product in the respective address within next 24hrs.
Refunds:
In cases of any defective issues, incorrect item received by the customers, in extreme cases we can initiate refunds. In the first case, we suggest replacement/exchange. Send us the unboxing video with invoice on package and outer package as well. Unboxing video is must. If approved, we will initiate refund within 7 days after we get back the product. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Non-refundable cases:
Change-of-mind purchases.
Used products.
Once customers have placed the order in prepaid, it cannot be cancelled and refunded. It will be shipped actively and advisable not to refuse it while delivering it. If in certain scenario, prepaid orders got returned to us after failing in delivery attempt, we will reship it only.
Kindly check your E-mail for tracking link, order confirmation. If you want any assistance regarding your product, you can DM/E-mail us. We will actively look into that matter & act certainly. We provide tutorial as well.
For any queries, contact us at support : novanaonline0@novana.online