1. Return Eligibility

You have 30 days from the date your order is delivered to request a return. Because our items ship directly from our fulfillment partners' warehouses, returns within this window are accepted only for the following reasons:

• The item arrived damaged or defective
• You received the wrong item, wrong size, or wrong color
• The item is significantly different from its description on our site

To be eligible, your item must also be:

• Unused and in the same condition you received it
• In its original packaging, with all accessories, manuals, and tags included
• Accompanied by proof of purchase (order number or receipt)

We are currently unable to accept "change of mind" returns (for example, no longer wanting the item, ordering the wrong size by mistake, or simply changing your preference) once an order has shipped, as our fulfillment partners do not accept these returns on our end. We're sorry for any inconvenience this causes and recommend reviewing product details carefully before ordering.

2. Non-Returnable Items

In addition to the "change of mind" limitation above, some items cannot be returned for hygiene, safety, or customization reasons, including:

• Earbuds, headphones, and other items that come into contact with skin, once opened
• Items marked as "Final Sale" or purchased with a clearance discount
• Gift cards
• Products that have been used, damaged by the customer, or are missing original parts

3. How to Start a Return

1. Email us at support@novlyshop.com with your order number, the reason for the return, and photos if the item is damaged, defective, or incorrect.
2. Our team will review your request against the eligibility criteria in Section 1 and send you a return authorization along with shipping instructions if approved.
3. Pack the item securely in its original packaging and ship it to the address provided.
4. Once we receive and inspect the item, we'll notify you of the approval status of your refund.

4. Refunds

Once your return is received and inspected, we'll send you an email to confirm we've received your item and let you know whether your refund was approved.

If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

5. Exchanges

If you'd like to exchange an item for a different size, color, or model, the fastest way is to request a return for the original item and place a new order separately once your refund is approved. Exchange requests are subject to the same eligibility criteria as returns in Section 1.

6. Damaged, Defective, or Incorrect Items

If your item arrived damaged, defective, or different from what you ordered, contact us within 7 days of delivery with photos of the item and packaging. We'll cover the cost of return shipping and send a replacement or full refund at no extra charge.

7. Return Shipping Costs

For approved returns that are not the result of a damaged, defective, or incorrect item, the customer is responsible for return shipping costs. Original shipping fees (if any were charged) are non-refundable.

8. Late or Missing Refunds

If it's been longer than 10 business days since your refund was approved and you still haven't received it, please first check with your bank or card provider, as processing times can vary. If you've done this and still have concerns, contact us and we'll look into it.

9. Contact Us

Questions about a return or refund? We're here to help: