Return and Refund Policy| Novacruze
At Novacruze, we are committed to providing a seamless and satisfactory experience for our customers. This Return and Refund Policy outlines the conditions and procedures for handling returns, exchanges, and refunds. Please read it carefully to ensure smooth processing of your requests.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
The item must be returned within 30 days of receipt.
The product must be unused, undamaged, and in its original packaging, with all accessories and documentation included.
Returns are only accepted for items that are defective, damaged upon arrival, or incorrect due to a processing error.
Custom or bulk orders are not eligible for returns unless the products arrive defective or damaged.
2. How to Initiate a Return
To initiate a return, please follow these steps:
Contact Us: Email our customer service team at info@novacruze.com with your order number, product details, and reason for the return.
Provide Evidence: Attach photos or videos showing the defect, damage, or incorrect item received.
Approval: Once your return request is reviewed and approved, you will receive a Return Authorization (RA) number and instructions for shipping the product back to us.
Ship the Product: Use the provided instructions to return the product to the designated address. Customers are responsible for shipping costs unless the return is due to a Novacruze error.
3. Refunds
Refunds will be processed under the following conditions:
Approval: Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.
Processing Time: Approved refunds will be processed within 7-10 business days via the original payment method.
Partial Refunds: If the product is returned in a condition that does not meet our return requirements, a partial refund may be issued at our discretion.
4. Non-Refundable Items
The following items are not eligible for refunds:
Custom or personalized orders.
Items purchased on clearance or as final sale.
Products returned without prior authorization.
5. Exchanges
Exchanges are available for defective or incorrect items. If you wish to exchange a product, please follow the same steps outlined in the “How to Initiate a Return” section. Exchanges are processed once we receive and inspect the returned item.
6. Damaged or Missing Items
If your order arrives damaged or with missing items, please notify us within 7 days of receipt. Include the following in your email:
Photos of the damaged product and packaging.
A description of the issue.
We will resolve the issue by offering a replacement, refund, or credit, depending on the circumstances.
7. Shipping Costs for Returns
If the return is due to a Novacruze error (e.g., incorrect or defective item), we will cover the return shipping costs.
For all other returns, the customer is responsible for shipping fees.
8. Contact Us
If you have any questions about our Return and Refund Policy, please reach out to us:
Email: info@novacruze.com
WhatsApp：+86 15816306790
We are here to ensure your satisfaction and address any concerns promptly.