At Brand NovaX, we want you to be completely satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or different from what you ordered, you may request a return or replacement according to the policy below.
1. Return Eligibility
You may request a return within 7 days of receiving your order if:
- The product is damaged or defective.
- You received the wrong product.
- The product is significantly different from its description or photos.
- The product has a manufacturing issue.
The product must be unused, unworn, unwashed, and in its original condition and packaging, where applicable.
2. Non-Returnable Products
Some products cannot be returned for hygiene, safety, or other reasons, including:
- Personal-care and hygiene products once opened or used.
- Cosmetics and beauty products once opened.
- Undergarments and other intimate products.
- Products that have been used, washed, damaged, or altered by the customer.
- Clearance or final-sale items, where clearly stated on the product page.
3. How to Request a Return
To request a return, please contact us within 7 days of receiving your order.
Please provide:
- Order number
- Customer name
- Reason for return
- Clear photos/videos of the product
- Photos of the packaging, if the product arrived damaged
Our team will review your request and inform you whether it has been approved.
4. Return Shipping
If the return is due to our mistake, such as receiving a wrong, damaged, or defective product, we will cover the applicable return shipping cost.
If the return is requested for another reason, the customer may be responsible for the return shipping cost.
5. Replacement
If your return is approved and the product is eligible for replacement, we may send you a replacement product, subject to availability.
If the same product is unavailable, we may offer an alternative solution or refund where applicable.
6. Refunds
Once the returned product has been received and inspected, we will notify you about the status of your refund.
Approved refunds will be processed through the applicable payment method or another mutually agreed method.
Shipping charges are generally non-refundable, except where the return is caused by an error on our part or where otherwise applicable.
7. Order Cancellation
You may request cancellation of your order before it has been dispatched.
Once an order has been shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
8. Unboxing Evidence
For damaged, defective, or incorrect orders, customers may be required to provide clear photos or an unboxing video showing the condition of the package and product.
This helps us investigate and resolve claims more quickly.
9. Important Note
Return and refund requests are reviewed individually. We reserve the right to decline a return if the product does not meet the conditions mentioned in this policy.
For any return-related questions, please contact our customer support team.
Brand NovaX
Email: brandnovax@gmail.com
Phone/WhatsApp: 03262386263