Refund policy
RETURN AND REFUND POLICY
Last Updated: November 7, 2026
Thank you for choosing novexale. We are committed to explaining our return, refund, exchange, and cancellation procedures clearly for customers purchasing through https://novexale.shop.
1. 30-DAY RETURN POLICY
Customers may request a return within 30 calendar days after their order is delivered.
For change-of-mind returns, merchandise should remain in its original condition, unused or unworn beyond reasonable inspection, and accompanied by proof of purchase.
Please include original packaging, accessories, and any accompanying materials where reasonably possible.
These conditions do not restrict statutory rights for defective, damaged, or incorrectly described products.
2. FREE RETURN SHIPPING
We offer free return shipping for eligible items returned within the 30-day return period.
To request a return, contact aamlima.colby1@outlook.com and include your order number and details of the product.
Our customer service team will provide an authorized return destination and a prepaid shipping label or another return arrangement at our expense.
Please do not mail merchandise to an unconfirmed address. The authorized returns facility may differ from our business correspondence address.
3. HOW TO START A RETURN
First, contact customer service within the return period.
Next, provide your order number and identify the product you wish to return.
Follow the return instructions provided by our support team and keep proof of shipment until your return has been resolved.
4. DAMAGED, DEFECTIVE, OR WRONG ITEMS
If you receive a damaged, defective, or incorrect product, please contact us as soon as reasonably possible.
Include your order number, a description of the issue, and photographs when available.
We will offer an appropriate repair, replacement, or refund in accordance with applicable consumer protection laws.
5. REFUND PROCESSING
After receiving returned products or sufficient evidence of their return, we will assess the request and issue any approved refund to the original payment method.
Funds typically appear in your account within 3–7 business days after the refund is issued, depending on your bank or payment provider.
We will comply with all statutory deadlines for issuing refunds. The estimated banking processing period does not extend those deadlines.
6. EXCHANGES
Exchanges depend on product availability.
Please contact customer service before returning goods for exchange. If the requested replacement is unavailable, we may arrange an eligible return and a separate purchase.
7. ORDER CANCELLATIONS
If you wish to cancel an order, please contact us promptly.
We will attempt cancellation before dispatch. Orders already shipped may be handled through our returns procedure.
Mandatory cancellation rights remain unaffected.
8. SHIPPING COSTS AND TAXES
Orders with a merchandise subtotal strictly greater than $30 USD qualify for free standard shipping.
For orders of $30 USD or less, any applicable shipping fee will be disclosed before payment confirmation.
Customers will not be asked to pay additional import duties, customs clearance fees, or delivery-related taxes beyond the total disclosed at checkout.
Applicable sales taxes, VAT, and import obligations will be handled according to relevant laws.
9. UNITED KINGDOM CONSUMER RIGHTS
Eligible UK customers generally have 14 days after receiving goods purchased online to cancel without giving a reason, followed by another 14 days after notifying the seller to return those goods.
Qualifying refunds, including standard outbound delivery charges where required by law, will be issued within applicable statutory deadlines.
Certain statutory exceptions may apply to specific products, such as some personalized goods or opened, sealed hygiene-sensitive items.
Our voluntary 30-day free return service does not reduce mandatory consumer rights.
10. CONTACT INFORMATION
Store Name: novexale
Website: https://novexale.shop
Customer Service Email: aamlima.colby1@outlook.com
Please request authorized return instructions before sending merchandise back.