Refund policy

Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@novasolo.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

In order for Novasolo to provide free delivery and competitive prices, customers are responsible for the cost of return shipping. This amount will be deducted from your refund. Return shipping costs can vary depending on the location of the return, as well as the size, weight, and method of return for the item. Please note that any original shipping charges (if applicable) are non-refundable.

You can always contact us for any return question at customerservice@novasolo.com.

Cancellations
At Novasolo, we aim to process orders as quickly as possible. As such, we cannot guarantee cancellations once an order has been sent to our warehouse for fulfillment. We will try to meet your request, and if we are able to cancel the order, your payment will be refunded according to our refund policy.

If your order has already shipped, it must be returned in line with our return policy. In this case, return shipping costs will apply and will be deducted from your refund.

Damages or Incorrect Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue as soon as possible. When your order arrives, please make sure to inspect the box and the furniture inside before signing the Proof of Delivery (POD). If you notice any damage, kindly note it on the POD about the packaging/furniture condition and contact us immediately after receiving the item.

All claims must be submitted within 48 hours of delivery. Claims made after this period may not be approved.

Furniture Fit & Return Shipping Responsibility
Customers are responsible for ensuring that all furniture items will fit within their home, including through entryways, hallways, staircases, and intended spaces. We strongly recommend taking accurate measurements prior to purchase.

Returns requested due to items not fitting within the home will be accepted in accordance with our standard Refund & Return Policy; however, return shipping costs will be the responsibility of the customer and will be applied in line with our standard return shipping terms.

Refunds for such returns will be processed in accordance with our Refund & Return Policy.

Exceptions / non-returnable items
Certain types of items cannot be returned, like final sale items. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at customerservice@novasolo.com.