novapack Store Return & Refund Policy

Return Window

At novapack Store, we want you to feel confident about every purchase. You may return eligible items within 30 days of the delivery date. To qualify, returned merchandise must be unused, unopened, and in its original resalable condition — all original product tags (where applicable) must remain attached and the original packaging must be fully intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return even outside the standard return window.

The following items cannot be returned:

• Products clearly designated as final sale at the time of checkout
• Personal care, hygiene, and intimate apparel items that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gift cards, and physical gift cards
• Merchandise damaged through customer misuse, improper storage, or failure to follow the product's handling instructions
• Items sent back after the 30-day return window without prior written authorization from novapack Store support

How to Initiate a Return

1. Send an email to our support team at service@novapack.shop including your complete order number, the specific item(s) you want to return, and a short explanation of the reason. If your return involves damage or a defect, please include clear photographs of the affected items and their packaging in your initial message.
2. Our team will review your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) you are returning so they are protected during transit, and write the assigned RMA number clearly and legibly on the outside of the shipping package. Never write directly on the original product packaging.
4. Send the package to the return address listed in your RMA confirmation email, using a shipping method that provides tracking.

Packages sent without a valid, active RMA number may be declined upon arrival or may face substantial processing delays. novapack Store cannot be held responsible for return packages that are lost or stolen when shipped without a valid RMA.

Refund Processing

Once novapack Store receives and inspects your returned item, approved refunds are issued to your original payment method within 3–5 business days. For approved damage or defect claims where valid photographic proof was provided upfront, refunds are issued within 1–2 business days of claim approval. Please note that your bank or card issuer may require an additional 5–10 business days to post the refunded amount to your statement, depending on their processing timelines.

Original shipping charges are not refundable unless the return results from an error on our part — for example, we shipped an incorrect or damaged item. All refunds are issued directly by novapack Store to the original payment method used at checkout; store credit will be provided only when the customer explicitly requests it at the time of the return.

Damaged or Incorrect Items

Should your order arrive damaged, contain the wrong items, or differ from its description, please reach out to us within 7 days of delivery and include clear photos of the issue, your order number, and a description of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you — and we will cover all return shipping fees connected with sending back the affected item.

Return Shipping Costs

Customers are responsible for standard return shipping costs unless the item is defective, was damaged in transit, or the issue stems from an error made by novapack Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount.

Whenever a return is caused by a novapack Store error — incorrect items, shipping damage, or items that arrive defective — we cover 100% of the return shipping costs with no deductions from your refund.