Refund policy

Refund & Return Policy

At Novnook, we stand behind every product we sell. This Refund and Return Policy outlines what you can expect if you need to send something back, how refunds work, and the responsibilities of both buyer and seller.
Our Return Promise

If you are not fully satisfied with your purchase, we offer a 30-day return window from the date of delivery. During this period, you may return eligible items for a refund to your original payment method. Our goal is to make the process fair, transparent, and hassle-free.
Conditions for a Full Refund

To receive a full refund, returned items must meet the following criteria:
  • The item is in new, unused condition with no signs of wear, washing, or alteration.
  • All original packaging, tags, labels, manuals, and accessories are included.
  • The return is initiated within 30 days of delivery.
  • The item was not marked as final sale or non-returnable at the time of purchase.
Items returned in less than original condition may be subject to a partial refund or restocking fee at our discretion.
Items Marked Non-Refundable

The following categories cannot be returned unless they arrive defective or materially different from what was ordered:
  • Customized, personalized, or made-to-order products
  • Perishable goods or items with limited shelf life
  • Intimate apparel, swimwear, and earrings (for hygiene reasons)
  • Gift cards and digital downloads
  • Any product clearly labeled "final sale" or "clearance"
How Returns Work
  1. Email us at steveprice662910@outlook.com with your order number and the reason for return.
  2. For damaged or incorrect items, include clear photos of the product and packaging.
  3. We will review your request and respond within 2 business days with a Return Authorization (RA) number.
  4. Pack the item securely and ship it to the address we provide, writing the RA number on the package.
  5. Use a trackable shipping method and retain your receipt.
Returns without an RA number may be refused or delayed.
Return Shipping Responsibility
  • If the return is due to our error (defective item, wrong product shipped, or damage in transit), Novnook will provide a prepaid return label and cover all return shipping costs.
  • If the return is due to buyer preference (change of mind, incorrect size ordered, no longer needed), the buyer is responsible for return shipping costs.
  • Original shipping charges are refunded only when the return is due to our error.
Refund Timeline and Method

Once we receive and inspect the returned item, we will notify you by email. Approved refunds are processed to the original payment method within 5–10 business days. The actual posting time depends on your bank or payment provider and may take an additional billing cycle. If a refund is reduced due to missing parts or damage, we will explain the reason before processing.
Exchanges

We do not process direct exchanges. If you need a different size, color, or variant, please return the original item for a refund and place a new order. This ensures you receive the correct item as quickly as possible and avoids stock issues.
Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or not as described, contact us within 7 days of delivery with photos. We will arrange a prepaid return and offer you the choice of a full refund or a replacement shipped at no cost. We do not require you to return damaged items if photos clearly show the issue, though we may request the item back in some cases.
Order Changes and Cancellations

You may modify or cancel your order at no charge before it enters the shipping process. Once an order has been dispatched, the standard return policy applies. To request changes or cancellation, email us as soon as possible with your order number.