Refund policy

🧾 Refund & Return Policy

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return.

📦 Eligibility for Returns

To be eligible for a return, your item must:

• Be unused and in the same condition that you received it
• Be in its original packaging
• Have all original tags attached and intact
• Include the receipt or proof of purchase

Returns that do not meet these conditions may be rejected.

📩 How to Request a Return

To start a return, you can contact us at noviasphere@gmail.com with your order details.

⚠️ Important Return Instructions

• Do not return any item without contacting us via email first
• We do not operate a dedicated return warehouse
• Returns sent without prior approval and instructions may not be accepted

We strongly recommend contacting us before taking any action, so we can guide you through the correct process.

❗ Damages, Defects & Wrong Items

Please inspect your order upon delivery and contact us within 48 hours if:

• The item is damaged
• The item is defective
• You received the wrong product

📸 You must provide clear photo or video proof so we can evaluate and resolve the issue quickly.

🚫 Non-Returnable Items

We do not accept returns for:

• Personal care & hygiene products
• Customized or personalized items
• Perishable goods
• Sale items or gift cards

🔁 Exchanges

We currently do not offer direct exchanges.
If eligible, we recommend placing a new order after your issue is resolved.

🌍 International Orders (EU Customers)

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery. The item must be unused, in original condition, and with all tags intact.

💰 Refunds

Once your request is reviewed:

• If approved, your refund will be processed within 5–7 business days
• Refunds will be issued to your original payment method
• In certain cases, a refund or replacement may be issued without requiring a return

If you haven’t received your refund within 10 business days after approval, please contact us at noviasphere@gmail.com.

⚖️ Partial Refunds (If Applicable)

In certain situations, we may offer a partial refund instead of a full refund, including but not limited to:

• Items returned in a condition different from their original state
• Items with missing tags, damaged packaging, or signs of use
• Minor defects or issues that do not significantly affect the product’s functionality
• Cases where a return is not required but compensation is deemed appropriate

The partial refund amount will be determined based on the condition of the item and the nature of the issue.

💵 Cash on Delivery (COD) Orders

For Cash on Delivery (COD) orders:

• Customers are requested to accept the order at the time of delivery
• Orders refused at delivery without valid reason may result in future order restrictions
• Refunds for COD orders (if applicable) will be processed via bank transfer or store credit, not cash
• In case of return requests, customers may be required to share bank details for refund processing

⚖️ Abuse & Fraud Prevention

To ensure fair usage of our return policy:

• Returns showing signs of use, wear, damage, or missing tags/packaging may be refused
• Requests with insufficient or unclear proof may not be eligible for refund or replacement
• We reserve the right to deny returns or refunds in cases of suspected misuse, abuse, or fraudulent activity