Refund policy

At Novaay, we strive to provide you with a smooth and transparent shopping experience. Our return and refund policy ensures a fair and simple process if you are not completely satisfied with your purchase.

Eligibility for Returns

You may submit a return request within 14 days of receiving your order. To qualify:

  • Items must be unused, undamaged, and in their original condition

  • All original tags, labels, and packaging must be intact

  • Proof of purchase, such as your order number or receipt, is required

Items that cannot be returned include:

  • Unsealed from original packaging or exhibiting signs of use

  • Items marked as final sale or discounted at the time of purchase

  • Custom-made, monogrammed, or made-to-order items (if applicable)

How to Start a Return

To start a return, please contact our customer service team.

Include the following information:

  • Your full name

  • Order number

  • Reason for return

  • Photos, if the item is defective, damaged, or incorrect

You will receive a return authorization and detailed instructions.
We do not provide return labels for returns.

Return Responsibilities

Reason for Return Who Pays the Return Shipping? Resolution
Defective, damaged, or incorrect item Novaay Full refund or replacement
Change of mind, wrong size, unwanted item Customer Refund minus return shipping costs

If your item arrives damaged, please email info@novaay.com within 24 hours with photos of the product and packaging.

All returned items must be properly packaged to prevent damage during transit.

Refund Process

We will notify you if your refund is approved or rejected after we have received and inspected the returned item.

  • Approved refunds will be processed within 10 business days

  • Refunds will be issued via the original payment method

  • Original shipping costs are non-refundable unless the return is due to our error

Exchanges

Yes, we offer exchanges. If you wish to exchange an item, please contact our customer service team with your request.
You must first return the original item. Once we have received it, we will send you the new item you requested.

Order Cancellations

You can cancel your order before it is shipped by contacting our support team.
Once your order has been shipped, please follow the return procedure described above.

Restocking Fees

We do not charge any restocking fees for orders or products. You can return items without extra costs.

Return Address

Novaay
Borgerdiep 37
1509 XN
Zaandam
Netherlands

For returns from outside Australia, we recommend DHL Express.

Legal Rights

This return and refund policy does not override any legal rights you may have under applicable Dutch consumer protection law.

Customer Service

For assistance with returns, refunds, or general inquiries, please contact:

E-mail: info@novaay.com
Phone: +31 6 45970169

Support: Monday - Sunday: 9:00 AM-5:00 PM (Sydney time)