CANCELLATION, REFUND, & REPLACEMENT POLICY
At Novae, we stand behind our products 100%. For Novae Apparel and any accessories, all customers and affiliates have a 15-day return policy, which means you have 15 days after receiving your item to request a return, refund, or exchange. Any claims for misprinted/damaged/defective items must be submitted within 15 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. If you received the item and it was damaged upon arrival or if you received an incorrect item, you'll also need to submit picture(s) as proof of the damaged or incorrect item purchased.
All Novae Apparel and any accessories purchased are final sale due to each item is print to order. The exception to this is if the item(s) is received damaged upon arrival, if you received an incorrect item, or if your item(s) or packages are lost in transit and do not show as delivered.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
All exchanges must be approved due to apparel items being print to order. Once approved, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Note the below:
- Certain types of items cannot be returned, Please contact us if you have questions or concerns about your specific item.
- If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
- The customer and/or affiliate may will be responsible for paying for return shipping, if the product has to be mailed back. This will be in situations where a customer and/or affiliate would like to exchange or return a product without any defect or due to a wrong size being ordered. In this case, a customer and/or affiliate will be responsible for shipping the item(s) back and the shipping for the new item.
- If a customer and/or affiliate needs to cancel their order and it has already been shipped, the customer and/or affiliate will need to deny delivery or the customer and/or affiliate will be required to pay for the shipping of the items to be returned to Novae.
Simply contact our office at 678.750.3787 or email firstname.lastname@example.org to initiate the cancellation, refund, or exchange process.