Refunds, Returns & Exchange Policies
TO START A RETURN:
Please read all policies before starting your return process. Once you've read these, please use the email below to connect with us. Please be sure to include your order number in the subject line.
EMAIL:
Admin@novaeactive.com
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 brand 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.
Please keep in mind, if you used a discount code this will effect the amount you're refunded.
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. I strongly recommend ordering your preferred item, we sell out very quickly and cannot guarantee the item you're wanting will be in stock by the time your exchange reaches us. If this route is taken, we will just refund you when the exchange arrives.
Your items can be returned and exchanged within 14 days of your delivery date. Please note, all returned items need be in a 'reselling' condition. We refuse the right to refund if items cannot be resold due to marks, smells ect. and failure to provide the original packaging.
SALE ITEM RETURNS
If you’ve ordered an item that is on any kind of promotion or extreme discount (30% and above), 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 - admin@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 and unworn. No smells, marks or stains, this includes but not limited to, makeup, deodorant and perfumes.
Items need to be in the original packaging and in 're-sellable' condition. The same if you were to try on in-store.
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. If you've used a discount code, shopify automatically deducts to % you used.
As NOVAÉ 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.
