Return Policy

Our Return Guidelines

1. Return Request

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the item meets the conditions outlined in this Return Policy.

Items returned for reasons other than defects, shipping damage, incorrect items, or our error must be unworn, unused, unwashed, and returned in their original condition with all tags, labels, and original packaging. Customers are responsible for return shipping costs unless otherwise required by applicable law.

If you receive an item that is defective, damaged during shipping, incorrect, or materially different from its description, please contact our customer support team within 30 days of delivery. After reviewing your request, we will provide an appropriate resolution, which may include a replacement, full refund, partial refund, or reimbursement of reasonable return shipping costs, where applicable.

2. Return Requirements

To qualify for a return, products must:

  • Be returned within 30 days after delivery.

  • Be unworn, unused, unwashed, and in their original condition.

  • Include all original packaging, tags, labels, and accessories, where applicable.

  • Not show signs of misuse, alteration, damage, or excessive wear.

  • Be securely packaged to prevent damage during return shipping.

Customers are responsible for return shipping costs unless the return is due to our error, an incorrect shipment, a defective product, or shipping damage.

For hygiene, product condition, and resale considerations, items that have been worn, washed, altered, damaged through misuse, or otherwise returned in an unsuitable condition may not qualify for a refund.

3. Refund Processing

After your returned item has been received and inspected, approved refunds will generally be processed within 3–5 business days.

Refunds will be issued using the original payment method whenever possible. Depending on your bank, financial institution, or payment provider, additional processing time may be required before the refunded amount appears in your account.

If a returned item does not meet the requirements of this Return Policy, we may contact you regarding the item and the applicable resolution.

4. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please notify us within 24 hours whenever possible.

We will work with the shipping carrier to investigate the shipment and determine an appropriate solution. Depending on the circumstances and available carrier information, the resolution may include a replacement shipment or refund where applicable.

Customers should also check with household members, neighbors, building management, or other designated delivery locations before contacting us, as packages may sometimes be placed in a secure nearby location.

5. Exceptional Cases

Returns sent without prior authorization may experience delays in processing.

Original shipping charges are generally non-refundable unless the return results from our error, an incorrect shipment, a defective product, shipping damage, or otherwise applicable law.

If a customer refuses delivery without a valid reason, any refund will only be processed after the returned package has been received and inspected. Any applicable shipping or handling costs may be deducted from the refund where permitted by applicable law.

We reserve the right to refuse returns involving fraudulent claims, intentional damage, misuse, unauthorized alterations, excessive wear, or other violations of this Return Policy.

Nothing in this Return Policy is intended to limit any rights or remedies that customers may have under applicable consumer protection laws.

Refund Request Procedure

Before returning any item, please contact our customer support team to obtain return authorization and detailed return instructions.

Please include the following information:

  • Full Name

  • Shipping Address

  • Email Address

  • Product Name

  • Order Number

  • Description of the issue

  • Photos showing any damage, defects, or incorrect items, if applicable

Once we receive your request, our support team will review the information and provide the appropriate return address and complete return instructions.

Please do not send a return to the company address listed below unless our customer support team specifically instructs you to do so. The return address may vary depending on the fulfillment location or the circumstances of the return.

Customer Service Information

Customer Service Email: [email protected]

Company Name: Novacor LTD

Company Address: 1700 Broadway, Suite 850, Denver, CO 80290, United States