Return and Refund Policy

At Novalisse, customer satisfaction is important to us. If you are not completely satisfied with your order, please contact us and we will review your request carefully.

Return Window

We accept return requests within 30 days after the order has been delivered.

To be eligible for a return, the item must be unused, undamaged, and in the same condition that you received it. The item must also be returned with its original packaging, tags, labels, manuals, and accessories if applicable.

How to Request a Return

To start a return request, please contact us at:

Email: kathrynwri94@gmail.com

Please include the following information in your email:

• Your order number
• Your full name
• The email address used for the order
• The reason for your return request
• Photos or videos if the item is damaged, defective, or incorrect

Once your request is reviewed, we will provide return instructions if your return is approved. Please do not send any items back before contacting us and receiving return instructions.

Return Conditions

Returned items must meet the following conditions:

• The item must be unused and in its original condition.
• The item must include all original packaging and accessories if applicable.
• The item must not be damaged, altered, or missing parts for reasons not due to our error.
• The return request must be submitted within the return window.

Items That May Not Be Eligible for Return

Some items may not be eligible for return depending on their condition, product type, or promotional status. This may include:

• Items that have been used, damaged, altered, or are missing original parts
• Items returned without original packaging, tags, labels, or accessories
• Final sale, clearance, or promotional items marked as non-returnable
• Customized, personalized, or made-to-order items
• Items that cannot be returned for hygiene, safety, or product-specific reasons where applicable

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, please contact us within 7 days of delivery.

Email: kathrynwri94@gmail.com

Please include clear photos or videos of the item, the packaging, and the shipping label. After reviewing the issue, we may offer a replacement, refund, store credit, or another suitable solution.

Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear on your bank or credit card statement, depending on your payment provider.

Original shipping fees, return shipping fees, handling fees, and other service fees are non-refundable unless the return is due to our error, such as a damaged, defective, or incorrect item.

Return Shipping

Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect due to our error.

We recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, or damaged during return transit.

Exchanges

If you would like to exchange an item, please contact us at:

Email: kathrynwri94@gmail.com

Exchange availability depends on current stock. If the requested item is unavailable, we may offer a refund, store credit, or another suitable solution.

Order Cancellations

If you need to cancel or change your order, please contact us as soon as possible.

Once an order has been processed, fulfilled, or shipped, we may not be able to cancel or modify it.

Late or Missing Refunds

If you have not received your refund after 10 business days, please first check with your bank, credit card provider, or payment provider, as processing times may vary.

If you still have not received your refund, please contact us at: kathrynwri94@gmail.com

Contact Us

If you have any questions about returns, refunds, exchanges, or your order, please contact us:

Novalisse Customer Support
Email: kathrynwri94@gmail.com