At Nova Essential, we stand behind every product we sell. If you are not completely satisfied with your purchase, we are here to help. This policy explains how returns, refunds, and exchanges work at our store.
1. Return Eligibility Window
We accept returns within 30 days of the delivery date.
To be eligible for a return, your item must meet all of the following conditions:
✅ Returned within 30 days of the delivery date
✅ Item is unused and in its original condition
✅ Item is in original packaging (with all accessories, manuals, and tags included)
✅ You have proof of purchase (order number or confirmation email)
2. Non-Returnable Items
The following items are not eligible for return:
- Items that have been used, damaged by the customer, or show signs of wear
- Items returned without original packaging or missing components
- Digital products or downloadable software (if applicable)
- Clearance or final sale items (marked as non-returnable at time of purchase)
- Items returned after the 30-day return window
If you are unsure whether your item qualifies, contact us before initiating a return.
3. How to Start a Return
Follow these simple steps:
Step 1: Email us at contact@nova-essential.com with:
- Your full name
- Your order number
- The reason for your return
- Photos (required if the item is damaged or defective)
Step 2: Our team will review your request and respond within 1–2 business days with return instructions and a return shipping address.
Step 3: Pack your item securely and ship it back using a trackable shipping method.
Step 4: Once we receive and inspect the return, we will process your refund.
⚠️ Do not ship items back without receiving return authorization from our team. Unauthorized returns may not be processed.
4. Return Shipping Costs
| Reason for Return | Who Pays Return Shipping? |
|---|---|
| Defective or damaged product | Nova Essential (we cover the cost) |
| Wrong item received | Nova Essential (we cover the cost) |
| Change of mind / no longer needed | Customer pays return shipping |
| Ordered wrong size or color | Customer pays return shipping |
We recommend using a trackable shipping method. Nova Essential is not responsible for items lost during return shipping.
5. Refunds
Once your returned item is received and inspected, we will notify you by email. If your return is approved:
- Refunds are processed within 5–7 business days
- Refunds are issued to your original payment method
- Depending on your bank or card issuer, it may take an additional 3–5 business days for the refund to appear on your statement
If your refund does not appear after 10 business days from approval, contact your bank first. If the issue persists, reach out to us.
6. Partial Refunds
Partial refunds may be issued in the following situations:
- Item is returned with missing accessories or components
- Item shows minor signs of use not caused by a defect
- Only part of a multi-item order is returned
7. Exchanges
We currently do not offer direct exchanges. If you would like a different product:
- Return your original item following the steps above
- Place a new order for the desired item once your refund is processed
8. Defective or Damaged Items
If you received a defective or damaged product, we sincerely apologize. Here is what to do:
- Contact us within 48 hours of receiving the item
- Send photos clearly showing the damage or defect
- We will offer you a full replacement or full refund — your choice
No need to return defective items in most cases. We will work with you to find the fastest solution.
9. Wrong Item Received
If we sent you the wrong product:
- Contact us within 5 days of delivery
- Include your order number and a photo of the item received
- We will ship the correct item at no additional cost and arrange return of the wrong item
10. Order Cancellations
Orders can be cancelled within 2 hours of placement for a full refund. After that, the order may already be in processing. Contact us immediately at contact@nova-essential.com if you need to cancel.
Contact Us
Have a return or refund question? We're here to help.
📧 Email: contact@nova-essential.com
🕐 Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
🌐 Website: www.nova-essential.com
Nova Essential – We make it right, every time.