Refund policy

RETURN POLICY

Order Confirmation and Policy Agreement

By placing an order on our website, you confirm that you have read, understood and agreed to our return and refund policy.

By completing your purchase, you confirm the following:

  • You have reviewed and accepted our return conditions and timeframes.
  • You agree to follow the return procedure as described in our policy.
  • In the event of a chargeback or dispute, this policy — along with all associated order and communication records — will be used as evidence.

Returns

Not satisfied with your purchase? You may return eligible items within 30 days of delivery, provided the following conditions are met:

Eligibility Criteria

  • The item must be unused, unworn and unwashed.
  • The item must be returned in its original packaging and undamaged condition.
  • The product may only have been handled and inspected in a normal manner.
  • The customer is responsible for the cost of return shipping and handling.

Returns are processed within 7 business days of receipt. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear or damage not caused by us.

How to Return?

To initiate a return:

  1. Send an email to info@nova-rielle.com within 30 days of delivery.
  2. Include the following details:
    • Order number
    • Reason for return
    • Photos of the product (if defective or damaged)
    • Your full name and shipping address
  3. Wait for our return instructions before shipping the product.
  4. Do not send items to the sender's address without authorisation; unauthorised returns may be refused.

We recommend using a tracked shipping service and keeping proof of postage until your return has been processed.

Defective or Damaged Items

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@nova-rielle.com with the following information:

  • Your order number
  • A brief description of the issue
  • Clear photos (or a short video) showing the defect

After verification:

  • Depending on availability and the nature of the issue, we may offer a replacement.
  • In some cases, returning defective items may not be required.
  • Replacements for defective items are typically processed within 7–14 business days.

Lost or Uncollected Orders

If your package is lost during shipping:

  • Contact our customer service and provide your order number and tracking details.
  • We will assist you in filing a claim with the courier and arrange a replacement or refund if the package is confirmed lost.

If a package is refused at delivery, not collected, or returned due to an incorrect address, $35 CAD will be deducted from your refund to cover administration and shipping costs.

Cancellation and Right of Withdrawal

You may cancel your order within 30 days of receipt in accordance with consumer protection legislation.

As order processing is automated, orders can no longer be cancelled once they have been shipped. If your order has already been dispatched, you may initiate a return after delivery by following the steps above.

To cancel an order before it is shipped, please send an email to info@nova-rielle.com with a clear cancellation request. The buyer is responsible for return shipping costs.

Chargebacks and Dispute Resolution

If there is an issue with your order, please contact us first. We aim to resolve issues quickly and fairly.

If a chargeback or dispute is filed, we will provide your bank with the necessary documentation, including:

  • Order confirmation
  • Tracking details
  • Email correspondence and photos

Filing a chargeback without prior contact may delay resolution and affect the ability to place future orders.

Important Notes

  • All returns must be shipped to our central warehouse in Asia at the customer's expense.
  • We are not responsible for delays during transit or issues with customs clearance.
  • For hygiene-sensitive items, returns in an unhygienic or used condition will not be accepted.
  • Returns are not free; shipping and administration costs apply.

Contact Us

If you have any questions about this policy, please contact our customer service at info@nova-rielle.com. We are happy to help.