Returns, Refunds and Cancellation Policy

Last updated: 12 September 2026

This policy explains how returns, refunds and order cancellations are handled when you purchase products from nova-f. It applies to customers located in the United States.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.

This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Payment Policy and Privacy Policy.

1. Return eligibility

We accept returns of eligible products within 30 days of the delivery date, unless a different return window is stated on the product page or at checkout.

To be eligible for a return, a product must generally be unused, in the same condition in which you received it, and returned in its original packaging where reasonably possible.

Certain products are not eligible for return, including:

• Products that are damaged after delivery due to misuse or accident.
• Products that have been modified, altered or repaired without authorisation.
• Gift cards, downloadable products and final-sale items.
• Personalised or custom-made products, unless defective.
• Products that present a health or hygiene risk once opened.

2. How to start a return

To start a return, contact our Customer Support team before sending any product back:

Email: support@nova-f.shop
Telephone: +1 774-451-5103

Please include:

• Your full name.
• Your order number.
• The product you wish to return.
• The reason for the return.
• Photographs or video where useful and reasonably available.

Returns must be sent to the authorised return address provided by Customer Support. Do not send a product to our business address without prior authorisation, as this may delay your return.

nova-f Returns
46 Westwood Drive
Dartmouth, MA 02747
United States

3. Return shipping costs

If you are returning a product because you changed your mind, you are normally responsible for the direct cost of return shipping.

If a product is defective, damaged, incorrect, incomplete or materially different from its description, we will cover reasonable return shipping costs where permitted by law. Contact us before arranging the return so we can provide an appropriate return method.

4. Condition of returned products

You may inspect a product as you would reasonably inspect it in a physical store. However, you are responsible for any reduction in value caused by handling beyond what is necessary to inspect the product.

Where reasonably possible, return the product with its accessories, manuals, complimentary items, labels and original packaging.

We recommend using a tracked shipping service and retaining proof of postage. We are not responsible for returns lost or damaged in transit before they reach us.

5. Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved.

Approved refunds will normally be issued to the original payment method within 5–10 business days, unless a different timeframe is required by applicable law.

Refunds will include the price paid for the returned product. Original shipping charges are refunded only where required by law, or where the return is due to our error, a defective product, or an incorrect item.

Your bank, card issuer or payment provider may require additional processing time before a refund appears in your account.

6. Exchanges

We do not guarantee direct exchanges. If you require a different product, size or colour, the quickest option is normally to return the eligible product and place a new order.

This does not affect any statutory right to request a repair or replacement for a product that is defective or does not conform to its description.

7. Cancellations

If you wish to cancel an order, contact us as soon as possible. We will make reasonable efforts to cancel the order before it is processed or dispatched.

We cannot guarantee cancellation once an order has entered processing, been packed or been handed to the carrier. If the order cannot be cancelled, you may return it in accordance with this policy.

8. Damaged, defective or incorrect products

If a product arrives damaged, defective, incomplete or incorrect, contact us as soon as reasonably possible and provide:

• Your full name and order number.
• The name of the affected product.
• A clear description of the issue.
• Photographs or video of the product, where useful and reasonably available.
• Photographs of the packaging and delivery label, where relevant.

Where you are legally entitled to a remedy, we will provide an appropriate refund, repair or replacement and cover reasonable return shipping costs.

Normal wear and tear, accidental damage, misuse, unauthorised modification or failure to follow product instructions are not normally treated as manufacturing defects.

9. Refused, unclaimed or undeliverable parcels

If a parcel is returned because it was refused, unclaimed or addressed incorrectly using information supplied by you, we will contact you to discuss the available options.

Any deduction for repeat delivery or return costs will only be made where it is lawful, reasonable and properly disclosed.

10. Complaints

If you are dissatisfied with how we handled a return or refund, email support@nova-f.shop and include the word “Complaint” in the subject line.

We will review the matter and respond within a reasonable period.

11. Contact information

nova-f
46 Westwood Drive
Dartmouth, MA 02747
United States

Email: support@nova-f.shop
Telephone: +1 774-451-5103

12. Changes to this policy

We may update this policy from time to time to reflect legal, regulatory or operational changes.

The version in effect when you placed your order will normally apply to that order unless a change is required by law or is more favourable to you.

13. Governing law

This policy is governed by the laws of the Commonwealth of Massachusetts and applicable United States federal law, without regard to conflict-of-law principles.