Refund policy

Return & Refund Policy

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return.

Return Eligibility

To be eligible for a return, items must be unused, unworn, in original condition, with all tags attached and in original packaging. Proof of purchase is required.

How to Start a Return

To request a return, please contact us at team@novusyes.com.
Returns must be approved before being sent back.
Because we work with third-party fulfillment partners, return instructions and the correct return address will be provided by email after approval.
Items sent without prior authorization will not be accepted.

Return Shipping

Customers are responsible for return shipping costs.
We do not charge a restocking fee.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately so we can resolve the issue.

Non-Returnable Items

The following items are non-returnable:

  • Perishable goods

  • Custom or personalized items

  • Personal care items once opened or used

  • Hazardous or flammable materials

  • Final sale items and gift cards

If you are unsure whether an item is eligible for return, contact us before purchasing.

Exchanges

To exchange an item, please return the original item (once approved) and place a new order.

EU 14-Day Cooling-Off Period

For orders delivered within the European Union, customers have the right to cancel or return an order within 14 days of delivery, in accordance with EU consumer protection laws.

Refunds

Once your return is received and inspected, we will notify you of the approval status.
Approved refunds are issued to the original payment method within 10 business days.
If more than 15 business days have passed since approval, contact us at team@novusyes.com.

Shipping Policy

Orders are processed within 1–3 business days (Monday–Friday).

Estimated delivery time is up to 11 business days, depending on customer location and carrier transit times.
Delivery estimates are not guaranteed and may be affected by external factors such as carrier delays or customs processing.

Tracking information will be provided once your order ships.