Refund / Return Policy
Return & Refund Policy
Last updated: October 14, 2026
At NovaNest, we want you to love what you ordered. If something isn’t right, we’re here to help. This policy explains how returns, refunds and replacements work.
1. 30-Day Returns
You can request a return within 30 days of the date your order was delivered.
To be eligible, the item must be:
- unused, unwashed and in the same condition you received it
- in its original packaging
- complete, with all parts, accessories and manuals
2. How to Start a Return
- Email us at info@novanestoutlet.store with your order number, the item you want to return and the reason.
- Wait for our reply. We’ll send you return instructions, including the address to ship it to. Our products ship from different fulfillment locations, so the return address may not be the address on your package.
- Ship the item back following our instructions. We recommend a trackable shipping method.
Please don’t send anything back before you hear from us. Items sent without our instructions, or to the wrong address, may not be accepted or refunded.
3. Return Shipping Costs
- Changed your mind? If you ordered the wrong item, changed your mind or no longer want it, you pay the return shipping.
4. Damaged, Defective or Wrong Items
If your order arrives damaged, defective, or isn’t what you ordered:
- Email us within 3 days of delivery with your order number.
- Include clear photos of the item and, if possible, the packaging.
- We’ll review it and offer you a free replacement or a full refund, whichever you prefer.
5. Refunds
- After we receive and inspect your return, we’ll email you to confirm whether your refund is approved.
- Approved refunds go back to your original payment method, usually within 5–10 business days of approval.
- Your bank or card provider may take another 5–10 business days to show the refund on your account.
- Since shipping on US orders is free, there’s no shipping charge to deduct from your refund.
If you haven’t received your refund after 15 business days, check with your bank first, then contact us.
6. Exchanges
The quickest way to get a different size, color or product is to return the item you have and place a new order for the one you want. If you need help, email us and we’ll do our best to assist.
7. Items That Can’t Be Returned
Unless they arrive damaged, defective or wrong, these can’t be returned:
- personalized or custom-made items
- opened personal-care or hygiene products, such as grooming tools that have been used
- items marked Final Sale
- items that have been used, damaged or changed after delivery
- gift cards
8. Order Cancellations
You can cancel an order within 1 hour of placing it, as long as it hasn’t been processed or shipped. Email us right away with your order number. Once an order has shipped, it can’t be cancelled, but you can request a return after delivery.
9. Lost or Missing Packages
- Not arrived yet? Most orders arrive within 7–15 business days. If yours hasn’t arrived after 15 business days, or tracking hasn’t updated in 5 business days, contact us and we’ll look into it.
- Marked delivered but not received? Check around your property and with neighbors first, and wait 48 hours, since carriers sometimes mark packages delivered early.
- Wrong address: we can’t be responsible for packages delivered to an incorrect address entered at checkout. Please double-check your address before ordering.
10. Please Contact Us First
If something goes wrong with your order, please email us before opening a dispute or chargeback with your bank. We’ll almost always solve it faster ourselves, and disputes can take weeks to settle.
11. Your Legal Rights
This policy doesn’t limit any rights you have under consumer protection laws that can’t legally be waived.
12. Contact Us
Questions about a return or refund? We’re happy to help.