Return & Refund Policy

Introduction

At NovaRHome, we are committed to providing premium, innovative home equipment and smart appliances that meet the highest standards of quality and performance. We stand behind our products and want to ensure your complete satisfaction with every purchase. This Return & Refund Policy outlines the terms and conditions for returning products purchased directly from NovaRHome and receiving refunds or replacements.

Warranty Coverage

All NovaRHome products come with a standard 12-month warranty from the date of delivery. This warranty covers manufacturing defects and malfunctions under normal use conditions. The same warranty terms apply to replacement products, with the warranty period continuing from the original purchase date.

Return Eligibility

You may return products purchased directly from NovaRHome within 30 days of delivery for approved reasons, as detailed below. All returns require prior authorization from our customer service department.

Return Process

Step 1: Contact NovaRHome customer service through our Contact Us page. Please provide your order number, the reason for your return, and necessary documentation (photographs or videos) to verify your claim.
Step 2: Our customer service team will review your request and documentation, then offer an appropriate solution based on our policy guidelines.
Step 3: Once both parties reach an agreement on the resolution, our customer service team will provide you with return instructions and a return authorization number. Important: Please do not return products to the sender's address on your package without authorization.
Step 4: Return the product as instructed (if required). Upon receipt and inspection of your return at our warehouse, our customer service team will process your refund or ship your replacement product. Refunds will be issued to your original payment method within 2-14 business days, depending on your financial institution's processing times.

Eligible Reasons for Free Returns

Return Reason Documentation Required Notes
Dead on Arrival (DOA) Photos/videos of the damaged product You may reject delivery if damage is visible upon receipt
Wrong Item Received Clear photos of the item received, including SKU/PN number and all shipping labels on the package Please retain all original packaging
Item Does Not Match Description Photos demonstrating the discrepancy between the product and its description Please specify which features differ from the description
Quality Issues Photos/videos demonstrating the quality concern Please describe the specific quality issues encountered
Missing Parts Photos of the complete package contents Please identify which parts are missing compared to the product specifications
Note: All free return requests must be accompanied by the specified documentation for verification purposes. Once verified, NovaRHome will provide an appropriate solution, which may include replacement, repair, or refund.

Non-Eligible Reasons for Free Returns

The following situations do not qualify for free returns, and the customer will be responsible for return shipping costs and a restocking fee where applicable:
  1. Change of mind or no longer needed
  2. Incorrect product ordered by customer
  3. Incompatibility with other equipment (unless compatibility was explicitly guaranteed)
  4. Preferences regarding color, size, or other features that were accurately described in the product listing
  5. Damage caused by improper use, accidents, or failure to follow care instructions
  6. Returns initiated after the 30-day return period
In these cases, returned products must be in their original packaging, include all accessories, and be in resalable condition. A restocking fee of up to 15% may apply.

Refund Processing

Upon approval of your return, refunds will be processed as follows:
  1. Original Payment Method: Refunds will be issued to the original payment method used for the purchase.
  2. Refund Timeline:
    1. Credit/Debit Card: 2-7 business days after processing
    2. PayPal/Digital Wallets: 1-3 business days after processing
    3. Bank Transfers: 5-14 business days after processing
  3. Refund Amount: The refund will include the purchase price and any applicable taxes. Shipping charges are refunded only if the return is due to our error or a defective product.
If you have not received your refund within the expected timeframe, please contact our customer service department or your financial institution for assistance.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service department within 48 hours of delivery. Please provide clear photographs of the damage or defect to expedite the resolution process.
For items damaged during shipping:
  1. Preserve all original packaging and take photographs of the damaged packaging and product
  2. Contact our customer service department immediately
  3. Do not use or attempt to repair the damaged item

Special Product Categories

Certain product categories may have specific return conditions:
  1. Customized Products: Items customized to your specifications may not be eligible for return unless they arrive damaged or defective.
  2. Closeout or Final Sale Items: Products marked as "final sale" or "closeout" may have limited or no return options.
  3. Bulky or Oversized Items: Special arrangements may be necessary for the return of large or heavy items. Please contact customer service for guidance.

International Returns

For international orders, additional restrictions may apply based on customs regulations and cross-border shipping limitations. International customers are responsible for any duties, taxes, or customs fees incurred during the return process unless the return is due to our error.

Contact Information

For any questions or concerns regarding returns and refunds, please contact our customer service team:

Policy Modifications

NovaRHome reserves the right to modify this Return & Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.
Last Updated: May 15, 2025