Return Window
Return requests should be made within 7 days after delivery once ordering is enabled.
ORDER SUPPORT
Returns & Refunds
A clear, customer-friendly guide for returns, refunds, replacements, damaged parcels and cancellation support once NOVA+ ordering is active.
Last updated: July 28, 2026Pack Requirement
Products must be unopened, unused, and in original packaging unless faulty or incorrect.
Purchase Proof
Order number, invoice or purchase confirmation may be required to process a request.
RETURN PROCESS
Four steps from request to resolution.
- Request
Contact NOVA+ support with order details.
- Review
We check eligibility, photos and purchase proof.
- Return
Approved returns receive instructions before anything is sent back.
- Resolve
Refund, replacement or exchange is handled after approval.
POLICY DETAILS
Everything to check before a return.
The current website does not accept real orders. This policy describes the intended support process once ordering is enabled.
Return Eligibility
Eligible items may be returned when they meet the return window, condition, packaging and proof-of-purchase requirements. Applicable law may provide broader rights.
Unopened-Pack Requirement
For health and safety reasons, ingestible products should remain unopened, unused and sealed in their original packaging unless they are faulty, damaged or incorrectly supplied.
7-Day Return Window
Customers may request a return within 7 days after delivery once online ordering is enabled. Requests made after this window may not be accepted unless required by law.
Damaged Or Incorrect Products
Contact us promptly if an item arrives damaged, defective or incorrect. Include the order number and clear photos where possible so we can arrange a replacement or refund.
Non-Returnable Items
Opened or used ingestible products, gift cards and final-sale items cannot ordinarily be returned unless faulty, incorrect or otherwise required by law.
Refund Approval
Refunds are reviewed after eligibility checks and, where relevant, parcel inspection. Approved refunds are sent to the original payment method.
Refund Processing Time
After approval, bank and payment-provider processing times may vary. NOVA+ cannot control how quickly a bank posts the refund.
Cancelled Orders
Cancellation may be possible before fulfilment begins. Once an order is packed, dispatched or handed to a carrier, cancellation may no longer be available.
Exchange Or Replacement Options
Where appropriate, NOVA+ may offer an exchange or replacement for damaged, defective or incorrect products instead of a refund.
Proof Of Purchase
Please keep your order confirmation, invoice or transaction reference. Support may request it before approving a return, refund or replacement.
Return Shipping
Use the Contact page before sending anything back. Approved returns will receive instructions and the correct destination. Shipping charges are refundable only where required by law or where the item was faulty or incorrect.
Customer Support
For returns, refunds, replacements, damaged parcels or cancellation questions, contact NOVA+ support with your order details.
Contact SupportSUPPORT
Contact NOVA+Need help with a return?
Send the order number, product details and clear photos for damaged or incorrect items so support can review the request.