NovaaLab’s published return window is 60 days from the purchase date. After 60 days have passed, refunds or exchanges are generally not offered. For a return to be eligible, the item is expected to be in the same condition as received and kept in its original packaging. Before shipping anything back, the return process is typically initiated by contacting customer support to activate the return procedure and receive guidance on next steps.
Return shipping costs are generally the customer’s responsibility, and shipping charges are typically non-refundable. When sending a return, using a trackable shipping method is a practical safeguard, especially for higher-value devices. If a package is lost in transit on the way back, a carrier tracking record can be important for documenting delivery attempts and confirming whether the return reached the destination. For expensive shipments, adding shipping insurance may also help reduce risk during transit.
Once a returned item is received and inspected, NovaaLab typically sends an email confirming receipt and then communicates whether the refund is approved or rejected. If approved, the refund is generally issued back to the original payment method (such as the original credit card used at checkout). Posting times can vary by bank and card issuer, so a refund may not appear immediately even after it has been processed on the merchant side.
If a refund seems delayed, a common escalation path is to check the bank account or card statement first, then contact the card issuer to confirm whether a pending credit exists, and then contact the bank if additional processing time is required. If those steps do not resolve the issue, contacting NovaaLab support with the order details and any return tracking information can help the support team locate the return, confirm inspection status, and clarify the expected timeline for the credit to post.
For exchanges, the policy generally focuses on replacing items that are defective or damaged, rather than offering broad exchanges for different products. If a device arrives damaged, documenting the condition promptly (including photos of the item and packaging) and contacting support can help establish the issue and determine whether an exchange, replacement, or refund is appropriate. For orders that have already shipped, cancellation may not be possible without completing a return, and the buyer may be responsible for the actual return shipping charges in that scenario.
