Refund policy
We want you to feel confident shopping with Novalis Outdoor. If you are not satisfied with your purchase, please review the policy below.
1. 30-Day Return Window
Eligible items may be returned within 30 days of delivery.
To qualify for a return, the item must be unused, in its original condition, and in its original packaging.
2. How to Start a Return
To request a return, please email support@novalisoutdoor.com with your order number and the item(s) you would like to return.
We will review your request and provide return instructions if your return is approved.
Please do not send items back without contacting us first.
3. Return Shipping Costs
If the return is due to a product defect, damage, or an error on our side, we will arrange an appropriate solution at no additional cost to you.
If the return is requested for personal preference, change of mind, or ordering the wrong item, return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable unless the return is due to our error.
4. Return Address
Approved returns may need to be sent to our designated return handling address in Shenzhen, China.
The exact return address will be provided by email after your request is reviewed.
5. Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include clear photos of the issue.
We will review the case and offer a suitable solution, such as a replacement, exchange, or refund.
6. Refund Processing
Once the returned item is received and inspected, approved refunds will be issued to the original payment method.
Please allow up to 7 business days for the refund to be processed after approval. The time it takes for the refund to appear in your account may vary depending on your payment provider.
7. Non-Returnable Items
The following items are not eligible for return:
- Items that have been used, damaged after delivery, or returned without original packaging
- Items clearly marked as non-returnable on the product page
- Gift cards or downloadable products, if applicable
If you have any questions, please contact us at support@novalisoutdoor.com.