NOVAHAT adheres to the principle of customer first and provides standardized return and refund services for eligible orders to protect your shopping rights.
6.1 Return Eligibility & Time Limit
Customers can apply for a return or refund within 30 calendar days after receiving the goods. The returned products must be unused, unwashed, undamaged, and kept in original packaging and labels, with complete accessories, to meet resale standards.
6.2 Non-Returnable Situations
The following situations do not support return and refund: products damaged by human factors, worn and used products, products with missing original packaging and labels, customized products, and final clearance sales products.
6.3 Return Process
1. Contact our customer service via official email within the return period to submit a return application and explain the return reason;
2. Wait for our official return approval and obtain the return address and instructions;
3. Send back the goods completely and retain the logistics waybill;
4. After we receive and inspect the returned goods, we will process the refund within 5–10 business days.
6.4 Refund Rules
The refund will be returned to your original payment account. The arrival time of the refund depends on the processing speed of your payment platform and bank. For returns caused by non-quality problems, the return shipping fee shall be borne by the customer; if the product has quality problems or our delivery errors, we will bear the full return shipping fee and provide a full refund.
6.5 Exchange Service
We support size and color exchange for eligible products. Please contact customer service to confirm exchange details within the valid return period.