Refunds, Returns & Exchange Policies
REFUND POLICIES
This policy is valid for 14 days after your order has been delivered.
After this time you could be ineligible for a return or exchange.
At Novaé, we truly care about our customers and want you to love every piece you purchase. While we’d love to offer free returns like some of the larger brands, as a small and affordable label it’s simply not something we can financially sustain right now. Keeping our prices fair and accessible means we’re unable to cover the cost of return shipping back to us — but we’re happy to offer free shipping on sending your exchange back to you.
FULL REFUND
If you’re after a full refund of your items, you have 14 days from the date of delivery to start the refund process.
Full refunds are only eligible for items paid for at FULL PRICE (this includes use of discount codes). If any form of discount was involved in your order this will result in store credit*. (Quality checks apply
Please complete this form to begin:
CHANGE YOUR MIND OR NEED A NEW SIZE?
We get it, accidents happen. If you’ve ordered the wrong size, colour or simply a change of mind.
Your items can be returned and exchanged within 14 days of your delivery date. Once approved you will receive a Store Credit or an exchange of your choice*.
(Quality checks apply)
*Please note, you are responsible for cost and tracking of the item being sent back to Novae. Once received and if quality check is approved, we will post your items to you, free of charge.
*Please note, you are responsible for cost and tracking of the item being sent back to Novaé. Once received and if quality check is approved, we will post your items to you, free of charge.
SALE ITEM RETURNS
If you’ve ordered an item that is on any kind of promotion or extreme discount that sale is final and cannot be returned.
FAULTY ITEMS
On the rare occasion you receive an item that is damaged or faulted, please send us an email - info@novaeactive.com - with your order number along with photos of the fault/ damage so we can sort it ASAP!
RETURNS QUALITY CONDITIONS
*To be eligible for a refund, exchange or store credit, all products returned need to be in original condition, unwashed, unworn with tags still attached. No smells, marks or stains. Items need to be in the original packaging and in 're-sellable' condition. The same if you were to try on instore.
All returned items will be quality checked. Any items that do not meet the quality check will be denied a return and will be sent back to the buyer.
All returned items will be quality checked. Any items that do not meet the quality check will be denied a return and will be sent back to the buyer.
Postage costs, Handling fees & Duties are non refundable.
As NOVAE ACTIVE continues to expand as a business, this policy will change and include more information. Please regularly check back here for changes to ensure you’re always up to date.
