Refund policy

NOVANU – Refund Policy

Last updated: 01/06/2026

At NOVANU, we take pride in creating clean‑label, premium wellness products crafted with care. Your satisfaction matters to us, and we aim to ensure a smooth and transparent experience with every order.

This Refund Policy explains how returns, refunds, and exchanges work when you shop at novanu.co.

1. Eligibility for Returns

For safety and hygiene reasons, we cannot accept returns of opened supplements.

You may request a return only if:

  • The product is unopened, unused, and in its original packaging
  • The request is made within 14 days of delivery
  • You have proof of purchase (order number or receipt)

If the product has been opened, used, or tampered with, it is not eligible for return or refund.

2. Non‑Returnable Items

The following items cannot be returned:

  • Opened or used supplements
  • Products purchased during clearance or final‑sale promotions
  • Gift cards
  • Free gifts or promotional items
  • Any item not purchased directly from novanu.co

3. Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incorrect

please contact us within 48 hours of delivery at care@novanu.co with:

  • Your order number
  • Photos of the product and packaging
  • A brief description of the issue

We will replace the item or issue a refund where appropriate.

4. Refund Process

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to your original payment method
  • Processing time is typically 5–10 business days, depending on your bank

Shipping fees are non‑refundable.

If your refund is delayed, please check with your bank or payment provider before contacting us.

5. Return Shipping Costs

Customers are responsible for the cost of returning items unless:

  • The product arrived damaged
  • The wrong item was sent
  • The return is due to an error on our part

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

6. Order Cancellations

Orders may be cancelled before they are processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the standard return procedure.

7. Exchanges

We do not offer direct exchanges.

If you wish to replace an item, please return the unopened product for a refund (if eligible) and place a new order.

8. Subscription Refunds (If Applicable)

Subscription orders follow the same refund rules as standard orders.

You may cancel your subscription at any time before the next billing cycle.

Refunds are not issued for subscription orders that have already been processed.

9. International Orders (EU, GCC & Worldwide)

International customers are responsible for:

  • Customs duties
  • Import taxes
  • Local handling fees

These charges are non‑refundable, even if the order is returned.

10. Contact Us

For returns, refunds, or support, please contact:

Operations@team.novanu.co

Our team will be happy to assist you.