Refund Policy

Effective Date: August 31, 2026

At Novra, we want every purchase to be handled fairly and transparently. If you experience a problem with an order and believe a refund may be appropriate, our customer support team will review your request according to the conditions outlined below.

1. When a Refund May Be Available

A refund may be considered in situations including, but not limited to:

• An order is canceled before it has been processed or dispatched.

• The purchased item arrives damaged or defective.

• The wrong product was sent.

• An order cannot be fulfilled by Novra.

• A delivery issue qualifies for reimbursement under the applicable circumstances.

• Another situation is covered by our applicable consumer rights or return terms.

Refund eligibility may depend on the circumstances of the individual order.

2. Order Cancellation

If you wish to cancel an order, please contact Novra as soon as possible after placing it.

Cancellation requests are not guaranteed because orders may enter processing or fulfillment shortly after purchase. If the order has already been dispatched, cancellation may no longer be possible and you may need to follow the applicable return procedure.

If an eligible cancellation is approved, the payment will be refunded to the original payment method.

3. Damaged or Defective Items

If your order arrives damaged or the product appears to have a manufacturing defect, please contact us promptly.

To help us investigate the issue, we may request:

• Your order number

• A description of the problem

• Photographs or videos showing the condition of the item

• Photographs of the packaging when relevant

• Any additional information reasonably necessary to assess the claim

After reviewing the information, Novra may offer a replacement, partial refund, full refund, or another appropriate resolution.

4. Incorrect Items

If you receive an item that does not correspond to your order, notify our customer service team as soon as possible.

Please provide your order details and, where requested, photographs of the item received. We will review the situation and determine the appropriate solution.

Depending on the circumstances, Novra may arrange a replacement or issue a refund.

5. Items That Cannot Be Refunded

Certain purchases may not qualify for a refund where permitted by applicable law. This can include products that:

• Have been used or damaged after delivery through customer handling

• Have been altered or modified

• Are returned without required components or accessories

• Cannot reasonably be resold because of their condition

• Are specifically identified as non-refundable at the time of purchase

Nothing in this section is intended to limit mandatory consumer rights that apply to your purchase.

6. Refund Amount

When an approved refund is issued, the amount returned will depend on the circumstances of the claim.

A full refund may be provided when the circumstances justify it. In other situations, only part of the original payment may be eligible for reimbursement.

Original shipping charges and other fees may be treated differently depending on the reason for the refund and applicable consumer protection laws.

7. Refund Processing

Once Novra approves a refund, the reimbursement will generally be submitted to the payment method originally used for the purchase.

The time required for the funds to appear in your account may vary depending on the bank, card issuer, payment provider, or other financial institution involved.

Novra cannot control processing times imposed by external financial institutions.

8. Promotional Purchases

Products purchased using discounts, promotional codes, special offers, or other promotional pricing may be subject to specific refund conditions communicated at the time of purchase.

Where applicable, the value of the refund will be calculated according to the actual amount paid for the returned or refunded item.

9. Non-Delivery and Lost Shipments

If an order does not arrive within the expected delivery period, please contact Novra so that we can investigate the shipment.

Depending on the tracking information, carrier investigation, and circumstances of the delivery, we may provide a replacement, refund, or another appropriate solution.

A refund will not necessarily be issued immediately when a shipment is delayed, as certain delivery investigations may need to be completed first.

10. Chargebacks

We encourage customers to contact Novra before initiating a payment dispute with their bank or payment provider.

If you believe there is an issue with your order or payment, our support team will make reasonable efforts to investigate and resolve the matter directly.

11. How to Request a Refund

To request a refund, please contact Novra's customer service team using the contact information available on our website.

Include the following whenever possible:

• Order number

• Name used when placing the order

• Email address associated with the purchase

• Reason for the refund request

• Supporting photographs or other evidence, when applicable

Providing complete information can help us review your request more efficiently.

12. Changes to This Policy

Novra may update this Refund Policy from time to time to reflect changes in our services, procedures, or legal obligations.

Any revised version will be published on this page with a new effective date.

13. Contact

For refund-related questions or assistance with an existing order, please contact:

Novra
Customer Support
Email: [Insert Customer Support Email]

This Refund Policy should be read together with Novra's other website policies and does not override any mandatory consumer rights provided by applicable law.