To commence the online return process, kindly get in touch with our team at contact@novagad.com

We’re here to assist you every step of the way.

Our return policy is set at 7 days from the moment your order is delivered to your doorstep. Should this timeframe elapse, extending beyond 7 days post-delivery, we, regrettably, won’t be able to facilitate a refund or exchange. This period is designed to ensure a fair and balanced approach to returns.

In cases where your order arrives damaged or broken, worry not. We’re committed to ensuring your satisfaction, and we will promptly provide a replacement or a refund. Furthermore, if you opt to purchase our route package protection, you can rest easy, knowing it covers not only damage but also the loss of items during transit.

Let’s talk about the processing time for returns. Typically, it takes about 2-3 weeks for us to receive and process your returned items. We strive to make this process as efficient as possible to get your resolution in a timely manner. However, if you’re returning an item for reasons unrelated to damage or incorrect delivery, it’s important to note that you’ll be responsible for covering the return shipping expenses.

For items with a value exceeding $500, a crucial step is to inspect the product upon arrival for any potential damages. Neglecting this step will exempt Novagad from any liability for damages. In the event you discover damage upon delivery and haven’t purchased Route Package Protection, it’s essential to file a claim with us and provide the associated claim number.

Once we receive your return, we’ll promptly initiate the process of your chosen resolution, whether it’s a refund, replacement, or the issuance of a gift certificate.

A few important points to keep in mind:

• Please note that returns not received by our return center within 15 days of generating the return label will be automatically closed in our system. If your return hasn’t been shipped or processed by the return center after 15 days from label creation, please reach out to us at contact@novagad.com for assistance.

• If you’re considering returning an item because your interest has changed, please be aware that a 30% restocking fee may be applied, along with any shipment fees incurred during the initial shipment. It’s important to clarify that we do not charge for the original shipping.

Refunds: Refunds can only be issued to the original payment method used during the purchase or as a gift certificate. The processing time for refunds may take 3-5 business days to post to your payment account. Email gift certificates typically take up to 48 hours to arrive in your inbox, while postal mail gift certificates usually reach you within 2-6 business days. Do keep in mind that refunds cover the cost of the returned items and do not include shipping expenses.

Ineligible Returns: Our return policy doesn’t cover the following:

• All Custom / Handmade / Dropship / Elderly / Health Care / Bed and Bath orders, including mattresses, towels, sheets, and pillowcases, are considered final once submitted.
• Only regular-priced items may be refunded; sale items are not eligible for refunds.
• Gift cards
• Downloadable software products
• Certain health and personal care items

Additional Information: We also offer a convenient option for return refunds if the original payment was made via PayPal. You can request a return refund within 30 days of the purchase. However, for transactions that exceed 12 months, we will issue a check to the purchaser. In cases where the original payment card has been canceled, expired, or closed, a check will also be issued to the purchaser. Lastly, please be aware that we reserve the right to refuse returns suspected of being fraudulent, abusive, or unduly repetitive; no returns will be granted in such cases.

If you have any further questions or need assistance with your return, please don’t hesitate to contact us at contact@novagad.com

 Your satisfaction is our priority, and we’re here to ensure a smooth and transparent return process.