Refund & Shipping Policy

At NovaGoodsEmporium, we are committed to your satisfaction. We understand that sometimes a product may not be exactly what you expected. This policy outlines the conditions under which you can return a product for a refund.

General Refund Conditions

Proof of Purchase Required: We will require valid proof of purchase, such as an original receipt, order confirmation, or packing slip.

To be eligible for a refund: The refund needs to take place within the exact amount of days as written on the product description. This can be within 7 days or 30 days as provided on our products description.

What you need to provide: We will require proof of the faulty or damaged product. We will require photos or videos of the product.

Refund Method: Refunds will typically be issued to the original method of payment used for the purchase. Please allow 7 business days for the refund to process and appear on your statement, also take note that refunds may take few days longer than our 7 business days due to the type of bank you are using. Some banks can take up to 2-10 days to reflect your payment in your account again.

Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., incorrect, broken or defective item).
Non-Refundable Items/Services: The following items or services are generally not eligible for a refund:
Gift cards
Downloadable digital products (unless defective)
Services that have been fully rendered
Items marked as “Final Sale” or “Non-Returnable”

Product-Specific Refund Periods

We offer different refund periods depending on the product type. Please refer to your product’s description to ensure you have the correct refund date to be able request a refund. Please note that we will not refund you if the product refund date has exceeded the specified refund date on the product description.

How to Initiate a Refund

To initiate a refund, please follow these steps:

Contact Us: Email our customer service team at customerservice.novagoodsemporium@outlook within the applicable return window of (7 or 30 days).
Provide Information: In your communication, please include:
Your order number
Your Receipt
Full Name
The item(s) you wish to return
The reason for the return (wrong size, defective, damaged, incorrect product, wrong colour)
Photos or videos are required if the item is damaged or defective.

Processing Your Refund

You will receive an email notification once your refund has been issued.
Please allow 3-7 business days for the refund to be credited back to your original payment method. The exact timeframe may vary depending on your bank or payment processor.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately (within 48 hours of delivery for damaged/incorrect items). We will arrange for a replacement or a full refund. We do not require you to resend us the defective, damaged or incorrect product, only if our dispute team requires to inspect the product. We will require that you provide us proof such as photos or videos of the damage, defective or incorrect item.

Incorrect or Missing Products.
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:

a.
For incorrect products, We offer a full refund or replacement.

b.
For products with wrong color, size which doesn’t affect product function, etc.,We offer a refund or resend if you provide a photo or video. We will require name, content and date.

c.
For parts missing which doesn’t affect product function, We may refund partially or resend the missing part; for parts missing which affect product function, We will resend the product only.

d.
For accessories, We will resend the accessories.

Exchanges

We currently do not offer any direct exchanges. If you wish to exchange an item, please follow the return process outlined above to receive a refund and then place a new order for the desired item.

Products Out of Stock

We offer a full refund if the product is out of stock. We will notify you and make the refund or replacement.

Delayed Orders

We offer a full refund if the order delays. It will be counted from the date that the package leaves our warehouse.

In normal circumstances, more than 30 – 60 days.
In the busy season, more than 40 – 60 days, such as Black Friday, Cyber Monday, Christmas, etc.
In unforeseen circumstances, such as epidemics etc, the date will be different. Please pay attention to our notification email and message.
Please note that:

a. For orders shipped to the USA, European countries, New Zealand, Canada, We will refund if the total shipping time more than 30 – 60 days.

b. For orders shipped to South America, Middle East, India, Africa, We will refund if the total shipping time more than 60 days.

c. Order delay caused by delivery pending, such as an insufficient address, package unclaimed, inability to contact the customer, etc, we will not refund you.

DAMAGED / DEFECTIVE PRODUCT

If you receive a product that is damaged or defective, We will gladly issue a full refund (product cost + shipping cost) or reshipment as long as it’s within our refund date window of 7-30 days on our product description of an order being delivered. The only requirement is proof of the damaged or defective product (photo or video), shipping slip, and barcode along with the request. You can send the image and/or video our dedicated support.

Scratches and dents are not covered.

If the product is missing/incorrect/lost. We will gladly issue a corresponding refund.

If only one product was sent missing: You will be required to provide a photo of all the items received with the shipping label.

If the product is incorrect: If you have received a different sizing or wrong item, a photo of all the items received with the shipping label is required.

If the whole parcel is lost: the parcel was marked delivered but declared not received, Please provide us with your tracking number, receipt, full name to us to be able to assist you further to be able initiate a full refund or reshipment of your item.

Cancel Orders
We won’t be able to refund you if you’re order has processed and ready to be shipped out.
Expiration Date of Raising Dispute

You can raise a dispute within the refund date window of 7-30 days from the date you receive the product. Please check the description of the item as it will show the exact refund date window for you to be able to raise a dispute. If the total amount of days surpass the refund date as shown on the item we will decline your dispute.

Dispute Denied
The following disputes will be denied.

No Tracking Info
We will deny your dispute if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.

Destination
We will deny the dispute if your order is shipped to the following countries:

Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

Force Majeure
We will deny the dispute of any product damaged or shipping delay caused by, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.

Others
We will deny the disputes caused by the following reasons:

a. If shopper does not like the product.

b. Item doesn’t match the listing description, such as inaccurate measurement.

c. Product smells unusual.

Orders not Received.
We will not deal with the refund or resend if the tracking information shows the order is delivered.

a.
If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

b.
Tracking information alert. The tracking information shows Alert, the reasons are listed as below:

a)
Incorrect/insufficient address.

b)
No such number.

c)
Unknown recipient.

d)
Refused.

e)
Do not pick up in time.

f)
No safe delivery location.

g)
Uncleared customs.

h)
Others.

If you encounter any of the following issues below:

Delivery failure. If a signed/delivered parcel is unclaimed by you, or the tracking information alert (incorrect/insufficient address, unknown recipient, lack of phone number/door number, etc.), it will be returned to the local processing center. Within 7 days from the delivery date, We can arrange a redelivery attempt at the consumer’s cost of 15 USD per parcel upon request depending on the logistics company. An updated contact information or receiver’s address is required (the new address must be within the same country). Failure of the second attempt will trigger the closure of this order.

Note different logistics companies:

The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You will need to pick up the package yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, We take no responsibility if products have been lost during this process.

Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.

Changes to This Policy

NovaGoodsEmporium reserves the right to modify this refund policy at any time. Any changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for updates.

If you have any questions about our refund and shipping policy, please don’t hesitate to contact us:

Email: customerservice.novagoodsemporium@outlook.com
Operating Hours: Business Hours : Monday – Sunday, 8:00 AM – 9:00 PM , Time Zone South Africa (GMT+2)