Refund and Returns Policy

Effective Date: November 30, 2024

At Novaglow, we aim to provide our customers with a seamless and satisfying shopping experience. We understand that sometimes, returns or exchanges may be necessary, and we are here to help make that process as easy as possible. Please read our Refund and Returns Policy carefully to understand how we handle returns, exchanges, and refunds for your purchases.

1. General Policy

We want you to be completely satisfied with your purchase of luxury women’s fashion from Novaglow, including Hermès products. If for any reason you are not happy with your purchase, we offer a 30-day return policy for most items. This means that you have 30 days from the date of receiving your order to request a return or exchange.

Conditions for Returns and Exchanges:

  • Items must be returned in new, unused condition, with all tags, packaging, and labels intact.
  • Returns and exchanges are only accepted for items purchased directly from novaglow.site.
  • Custom or personalized products, as well as items marked as “Final Sale” or “Non-Returnable,” cannot be returned or exchanged.

2. How to Return or Exchange an Item

If you wish to return or exchange an item, please follow these steps:

a) Contact Us

Before returning or exchanging your item, please contact our customer service team at info@novaglow.site or call us at (818) 348-7984 to notify us of your return request. Please include the following information:

  • Your order number
  • The item(s) you wish to return or exchange
  • The reason for the return or exchange (optional but helpful)

b) Return Authorization

Once we receive your request, we will provide you with a Return Authorization (RA) number. Please make sure to include this number when returning the item(s) to ensure smooth processing.

c) Pack and Ship the Item(s)

To return the item, securely package it in the original packaging or a sturdy box to prevent damage during transit. Include the RA number and any receipts or proof of purchase inside the package. Please note that shipping fees for returns are the responsibility of the customer, unless the return is due to an error on our part (e.g., damaged or incorrect item received).

We recommend using a trackable shipping service or purchasing shipping insurance for returns, as Novaglow is not responsible for items lost or damaged during the return process.

d) Return Shipping Address

Please send your return to the following address:

Novaglow Returns
Street: 7331 Fullbright Ave
Winnetka, California (CA), 91306
Phone number: (818) 348-7984

Note: Please do not send your return to the warehouse address that appears on the shipping label unless instructed by our customer service team.

3. Refunds

Once we receive your returned item and confirm that it meets our return policy requirements, we will process your refund. Please note that refunds may take up to 7-10 business days to process once the return is received. Your refund will be issued to the original payment method used during purchase.

Refunds will include the full purchase price of the returned item, minus any applicable shipping fees. Shipping fees are non-refundable, except in cases where the return is due to our error (e.g., damaged or incorrect product).

If you paid with a gift card or store credit, your refund will be issued as store credit to your account.

a) Partial Refunds

In some cases, a partial refund may be issued if the returned product shows signs of use, damage, or missing components. We may assess a restocking fee of up to 15% of the item’s price for such returns.

4. Exchanges

If you wish to exchange an item for a different size, color, or style, we recommend returning the original item for a refund and placing a new order for the desired item. This helps ensure that you receive the correct item promptly.

If you would like to exchange an item due to an error on our part (e.g., wrong size or defective product), we will process the exchange at no extra cost to you.

5. Damaged or Defective Items

If your item is damaged or defective upon arrival, please contact our customer service team within 5 days of receiving the product. We will assist you with a return or exchange and cover the return shipping costs for damaged or defective items.

To expedite the process, please include the following information:

  • Photos of the damaged or defective item
  • Your order number
  • A description of the damage or defect

Once we receive the returned damaged or defective item, we will either send you a replacement product or issue a full refund, depending on your preference and product availability.

6. Final Sale Items

Certain products, including sale items, personalized goods, and clearance items, are considered Final Sale and are not eligible for return or exchange. Please review the product description carefully before making your purchase.

Final Sale items include, but are not limited to:

  • Personalized or custom-made products
  • Sale items marked as non-returnable
  • Gift cards
  • Underwear, swimwear, or jewelry (for hygiene reasons)

7. Shipping Costs

Novaglow does not refund the original shipping costs for orders. Customers are responsible for the cost of return shipping, unless the return is due to an error on our part (e.g., incorrect or damaged product). If you choose to exchange an item, shipping fees will also apply for the new item being sent out.

8. International Returns

If you are returning an item from outside of the United States, you are responsible for return shipping costs, customs duties, and taxes associated with the return. Please ensure that the returned item is correctly labeled as a return to avoid unnecessary customs charges.

For international exchanges, we recommend returning the original item for a refund and placing a new order for the desired product.

9. Refund Timeline

Once your return has been processed, please allow 7-10 business days for the refund to be issued back to your original payment method. Refunds for returns and exchanges may take longer depending on your bank or credit card company’s processing time.

If you paid using a store credit or gift card, the refunded amount will be credited back to your account in the form of store credit.

10. Contact Us

If you have any questions regarding our Refund and Returns Policy, or if you need assistance with a return or exchange, please do not hesitate to contact us at:

Novaglow
Street: 7331 Fullbright Ave
Winnetka, California (CA), 91306
Phone number: (818) 348-7984
Email: info@novaglow.site
Website: novaglow.site