Refund policy
30-Day Defect Protection
At Novellessa, we want every eligible order to arrive correctly and function as expected. This policy explains how we handle products that arrive damaged, incorrect, incomplete, or defective.
Eligibility
Please contact us within 30 days of the confirmed delivery date if:
• Your product arrived damaged.
• You received the wrong product or product option.
• Essential parts or accessories were missing.
• The product has a manufacturing defect.
• The device does not function as intended when used correctly.
Returns, replacements, and refunds are available only for eligible damaged, incorrect, incomplete, or defective products that meet the requirements of this policy.
How to Submit a Claim
Contact us at support@novellessa.com and include:
• Your order number.
• A clear description of the issue.
• Clear photos of the product.
• A photo of the packaging and shipping label.
• A short video when the issue involves a device that does not operate correctly, if reasonably possible.
Please keep the product, its accessories, and the original packaging until we have completed our review.
Return Authorization
Do not return any item before receiving return authorization and instructions from Novellessa.
Returns sent without authorization might not be accepted. Products should not be returned directly to a supplier, manufacturer, or an address shown on the original shipping label unless Novellessa specifically instructs you to do so.
Approved Claims
After reviewing the information provided, we may offer an appropriate resolution, which can include:
• A replacement product.
• A full or partial refund.
• Additional troubleshooting or support when appropriate.
The available resolution will depend on the nature of the issue, product availability, and the results of our review.
Return Shipping
If an authorized return is required for an approved claim, Novellessa will provide return instructions and cover reasonable return shipping costs.
In some cases, such as when a product is severely damaged or when returning it would be impractical, we may approve a replacement or refund without requiring the product to be returned. This decision is made only after reviewing the individual claim.
Refunds
Approved refunds are issued to the original payment method.
After a refund has been issued, your bank, card provider, or payment service might require additional time to display the funds in your account. This processing time is controlled by the payment provider and not by Novellessa.
Order Cancellations and Address Changes
Cancellation and address-change requests should be submitted within 2 hours of placing the order.
We will make a reasonable effort to accommodate the request, but cancellation or modification cannot be guaranteed once fulfillment has begun. Orders generally cannot be changed or canceled after they have been dispatched.
Incorrect or Incomplete Addresses
Customers are responsible for entering a complete and accurate delivery address. Costs caused by an incorrect address, failed delivery, address correction, or re-delivery might not qualify for reimbursement.
Contact Us
For return, replacement, refund, cancellation, or order-related assistance, contact:
support@novellessa.com
Please include your order number so we can review your request efficiently.