Exchange Policy
At NOVA Home Essentials, customer satisfaction is our top priority. We understand that sometimes exchanges are necessary, and we want to ensure the process is smooth and hassle-free for you. Please review our exchange policy guidelines below for a seamless experience:
Scenario 1: Damaged or Defected Product:
Eligibility for Exchange:
Please notify us within 3 days of receiving your order. Exchanges will not be processed after this period.
Exchange Process:
To initiate an exchange, kindly send a direct message to us on Instagram @nova.homessentials or email us at support@novahomessentials.com. Provide your full name, detailed address, phone number, the product name for exchange, a photograph of the product in its original packaging, and a brief explanation for the exchange. Upon receiving your message or email, our dedicated team will promptly assist you. They will coordinate the exchange process with you and arrange for a replacement, all at no extra charge. In the event that the desired product is out of stock, we will issue a store credit voucher for the product's purchase value, including the delivery fee.
Fees:
There are no additional costs associated with handling your exchange request.
Scenario 2: Product is in Good Condition:
Eligibility for Exchange:
- You must contact us within 3 days of receiving your order. Exchanges will not be processed after this period.
- The product must be unused, unopened, and in its original packaging.
- Please ensure that the product is securely packed in an outer package to prevent damage during transit. Damaged products incurred during transit are not eligible for exchange.
- The product must not be on sale.
Exchange Process:
To request an exchange, kindly send a direct message to us on Instagram @nova.homessentials or email us at support@novahomessentials.com. Include your full name, detailed address, phone number, the product name, quantity, a photograph of the product in its original packaging, and the reason for the exchange. Our team will promptly assist you and arrange a convenient pickup date. Once we receive the returned product at our warehouse, a thorough quality check will be conducted. If the product is in its original condition, we will issue a store credit voucher for the product's purchase value after deducting the handling fee. This voucher will be sent to you via email or direct message. Please note that this voucher does not cover delivery costs.
Fees:
A $2 handling fee will be applied to cover inbound fees, quality checks, and inventory management. Additionally, you will be responsible for the delivery charges for your next order.
We appreciate your understanding and cooperation in adhering to our exchange policy. If you have any further questions or concerns, please do not hesitate to contact us. Thank you for shopping with us.