Return & Exchange Policy

Effective Date: August 31, 2026

At Novra, we understand that sometimes a purchased item may not meet your expectations or may arrive with an issue. This policy explains how returns and exchanges are handled and what you need to know before sending an item back.

1. Eligibility for Returns

A return may be accepted when the product meets the applicable return requirements and the request is submitted within the period permitted by Novra or by applicable consumer protection laws.

To be considered for a return, an item should generally:

Be in its original condition
Not show signs of unnecessary use or damage
Include its original packaging and accessories when applicable
Include any documentation or components supplied with the product
Be accompanied by the relevant order information

Some products may have additional return conditions depending on their nature.

2. Return Period

Customers should contact Novra as soon as possible if they wish to return an eligible purchase.

The applicable return period may vary depending on the product, destination, reason for the return, and consumer protection rules governing the transaction.

Requests submitted after the applicable period may be declined unless a longer period is required by law.

3. Products Received Damaged

If an item arrives damaged, please contact our support team before returning it.

We may ask you to provide clear photographs of:

The product
The shipping package
Any visible damage
The shipping label

This information helps us determine whether the damage occurred during transportation or resulted from another circumstance.

Customers should retain the original packaging until the matter has been reviewed.

4. Incorrect or Different Product

If the product delivered is different from the item ordered, please notify Novra promptly.

After verifying the order, we may arrange for the incorrect item to be returned and provide an appropriate replacement or alternative resolution.

Please do not send an incorrect item back without receiving return instructions from our customer service team.

5. Exchanges

Exchanges may be available when the requested replacement is in stock and the product qualifies under this policy.

An exchange may be considered for situations such as receiving an incorrect item, receiving a defective product, or another circumstance approved by Novra.

If the requested replacement is unavailable, we may offer a refund or another suitable solution.

6. Items Not Eligible for Return

Unless otherwise required by applicable law, returns may not be accepted for products that:

Have been substantially used
Have been damaged after delivery due to improper handling
Have been modified or altered
Are missing essential parts or accessories
Are returned in an unsuitable condition
Were purchased under terms that specifically excluded returns

Additional restrictions may apply to certain products for hygiene, safety, personalization, or other legitimate reasons.

7. Return Shipping

The responsibility for return shipping costs depends on the reason for the return.

When the return results from an error attributable to Novra, such as an incorrect product being sent, Novra may provide an appropriate return solution.

For returns based on personal preference, change of mind, or other customer-related reasons, the customer may be responsible for applicable return shipping costs, where permitted by law.

We recommend using a trackable shipping service when returning an item.

8. Return Instructions

Customers should contact Novra before sending a product back.

Our support team will provide the appropriate return instructions and, where applicable, the return address.

Packages sent to an address other than the one authorized by Novra may not be accepted or may experience processing delays.

9. Inspection of Returned Products

Returned merchandise may be inspected after arrival.

The inspection may include checking the product's condition, packaging, accessories, and correspondence with the original order.

Once the inspection has been completed, Novra will determine whether the requested return or exchange meets the applicable requirements.

10. Refunds Following a Return

When a returned item qualifies for reimbursement, the refund will normally be issued through the original payment method.

The amount refunded may depend on the circumstances of the return, including applicable shipping charges or other costs.

Processing times after approval may vary because financial institutions and payment providers operate according to their own schedules.

11. Return of Promotional Items

If an order included a free item, promotional product, bundle benefit, or other incentive, the return of the primary product may require the promotional item to be returned as well.

The treatment of promotional offers may vary according to the terms presented when the purchase was made.

12. Customer Responsibility

Customers are responsible for ensuring that returned products are packaged appropriately to reduce the risk of damage during transportation.

Novra is not responsible for damage caused by inadequate packaging when the customer arranges the return shipment.

Customers should also retain proof of shipment until the return has been successfully processed.

13. Consumer Rights

This policy is not intended to remove or restrict any statutory rights that consumers may have under the laws applicable to their purchase.

Where mandatory consumer protection rules provide additional return, replacement, repair, cancellation, or refund rights, those rights will continue to apply.