Return & Refund Policy

Last updated: 08/16/2023

"At NOVI BOX, we want you to be completely satisfied with your purchase."

If you are not satisfied with your purchase, we're here to help. If you need to return an item or request a refund, it's simple! You have 7 days from the date you received your item(s) to request a return. To be eligible for a return, check the following conditions.

Return & Refunds Policy:

If the item you received is defective or damaged, we will issue a full refund or replace the item at no additional cost to you. You need to provide the corresponding information within 48 hours of receiving the shipment. If you do not report damage to us within the 48-hour period, we may not be able to honor your claim.
If you received the wrong item, we will send you the correct item. The wrong item needs to be shipped back to us following the email instructions. There will be no additional cost to you.
If you are not satisfied with your purchase, you may return the item for a full refund. Please note that the item must be in its original condition and packaging, and you will be responsible for paying the return shipping costs.
If you haven't received the item within your requested delivery window, please contact the logistics courier first. If you require further assistance, please contact support@thenovibox.com.
All returns are handled on a case-by-case basis and ultimately at NOVI BOX’s discretion, including determining whether an item is unused and undamaged, with the intent of providing the best experience to our customers.

Ineligible returns and refunds

We cannot accept returns or issue refunds for items that have been used, opened, or are not in their original condition and packaging.
We cannot accept returns or issue refunds for custom or personalized items.
We cannot accept returns or issue refunds after 7 days of receiving your order.
Items that are purchased with a discount higher than 20% can not be returned or refunded.

To ship your return

1. Start a return
Contact us to request a return or refund through support@thenovibox.com. Please include:

Order number
Proof of purchase
A brief explanation of the reason for the return or refund request
Pictures showing that the product is in its original condition and packaging (or showing that the product is damaged)

2. Return label
When your request is approved, you will receive an email that provides you with a return label and further instructions on how to return the item and process the refund.

3. Drop off Your Package
Drop off your package at the corresponding courier location. NOVI BOX is not responsible for any lost returns. Our return window is 30 days from delivery.

4. Get refunds
Please allow 2-4 business days to process the return once it is received. You will be notified via email once processing has completed. We will refund the price of the merchandise to your original form of payment. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.

Notes

If we have not received the returned product within 30 days of the date when the refund has been processed, we will charge the full purchase price listed at the time of shipment to your credit card.
In some cases, we may request additional information, including personal information, for verification purposes. Our practices relating to collection, use, and sharing of such personal information are further detailed in our Privacy Policy.

Thank you for shopping with NOVI BOX. If you have any questions or concerns, please don't hesitate to contact us through support@thenovibox.com!