novahand Store Return & Refund Policy

Return Window

novahand Store welcomes returns submitted within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging completely intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return regardless of the return window.

Items that cannot be returned:

• Final sale merchandise (clearly identified as final sale at checkout)
• Personal care, hygiene, and intimate apparel products that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift certificates, and physical gift cards
• Merchandise damaged through customer misuse, improper storage, or failure to follow product handling instructions
• Returns received after the 30-day window without prior written authorization from novahand Store support

How to Initiate a Return

1. Send an email to our support team at [email protected] including your complete order number, the specific item(s) you want to return, and a short explanation of the reason. If your return involves damage or a defect, please attach clear photographs of the affected items and their packaging with your initial request.
2. Our team will evaluate your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully package the item(s) being returned so they are protected during transit, and write the issued RMA number clearly and legibly on the outside of the shipping package. Never write directly on the original product packaging.
4. Dispatch the package to the return address stated in your RMA confirmation email using a shipping method that provides tracking.

Returns sent without a valid, active RMA number may be declined upon arrival or may encounter substantial processing delays. novahand Store cannot be held responsible for return packages that are lost or stolen when shipped without a valid RMA.

Refund Processing

Once novahand Store receives and inspects the returned item, approved refunds are issued to your original payment method within 3–5 business days. When a damage or defect claim is approved (with valid photo evidence provided upfront), the refund is processed within 1–2 business days of claim approval. Your bank or card issuer may require an additional 5–10 business days before the refunded amount appears on your statement, depending on that institution's processing timelines. Original shipping charges are not refundable unless the return results from an error on our part (for example, we shipped an incorrect or damaged item). All refunds are issued directly by novahand Store to the original payment method used at checkout; store credit is provided only when the customer explicitly requests it at the time of return.

Damaged or Incorrect Items

Should your order arrive damaged, include incorrect items, or differ from its description, please reach out to us within 7 days of delivery with clear photographs of the issue, your order number, and a description of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will also cover all return shipping fees connected with sending back the affected item.

Return Shipping Costs

Customers bear all standard return shipping costs, except when the item being returned is defective, was damaged in transit, or the issue stems from an error made by novahand Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount. For any return caused by a novahand Store error (incorrect items, shipping damage, or items defective on arrival), we cover 100% of return shipping costs, with no deductions from your refund.