Refund policy

 

At NovaSoul, we are dedicated to providing high-quality products that bring you joy and satisfaction. Each product is made on demand to ensure uniqueness and sustainability, and we strive to create items you’ll love.

While we cannot accept general returns due to the nature of our made-to-order process, we stand by the quality of our products and will gladly address issues with defective, damaged, or incorrect items.

Returns for Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged, or incorrect, we’re here to make it right. Please contact us at support@novasoul.store within 5 days of receiving your item to request a return or replacement. After this 5-day period, we will no longer be able to process return or replacement requests under any circumstances.

Important Notes:

  • Orders that have entered production cannot be cancelled.
  • Returns, refunds, or exchanges cannot be offered for:
    • Items without manufacturing defects
    • Incorrect size selections
    • Change of mind
    • Items that are worn, washed, or damaged after receipt

How We Ensure Your Satisfaction

To help you make the best choice:

  • Review our Size Guide before purchasing apparel.
  • Carefully read product descriptions and specifications.
  • Reach out to us with any questions before placing your order.

To Process a Return or Replacement Request

To help us resolve your issue quickly, please provide the following:

  1. Your order number.
  2. A photo of the defective, damaged, or incorrect item.
  3. A brief description of the issue.
  4. A photo of the shipping package if damaged during transit.

If the return is approved due to our error:

  • Return shipping costs will be covered by us.

Processing Timeline

  • We will review your request within 2 business days.
  • Once approved:
    • Replacements will be processed within 3–5 business days.
    • Refunds will be issued to the original payment method within 5–7 business days.
      (Note: Your bank or credit card provider may take additional time to post the refund.)

European Union Right of Withdrawal – Exceptions

Customers in the EU have the right to cancel or return orders within 14 days of receipt. However, this right does not apply to:

  • Customized or Personalized Goods: As our products are made to order, they are exempt from the 14-day cooling-off period.
  • Sealed Items: Wearable items with packaging opened after delivery cannot be returned for hygiene reasons.

Questions or Concerns?

Your satisfaction is our top priority. If you have any questions or concerns about your order or this policy, please reach out to us at support@novasoul.store.

At NovaSoul, we are committed to delivering products you’ll love. Thank you for supporting our mission of sustainability and personalized craftsmanship.