Refund and Returns Policy of Novahato

Effective Date: January 3, 2025

At Novahato, we strive to provide our customers with the highest quality products and an exceptional shopping experience. If you are not completely satisfied with your purchase, our Refund and Returns Policy is here to help. Please review the details below for all the information you need to return a product and request a refund.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The product must be returned within 30 days from the date of purchase.
  • The product must be in its original condition, unused, and with all original packaging, accessories, and tags.
  • Proof of purchase (order number, receipt, or confirmation email) must be provided when requesting a return.

2. Non-Returnable Items

The following items are non-returnable:

  • Customized or personalized products.
  • Gift cards or digital downloads.
  • Products that have been damaged due to misuse or neglect.

3. How to Return an Item

If you would like to initiate a return, please follow these steps:

  1. Contact Customer Support: Email us at info@novahato.net with your order details and the reason for the return.
  2. Receive Return Instructions: Our customer support team will provide you with a return authorization and shipping instructions.
  3. Ship the Product: Once authorized, securely pack the item in its original packaging and ship it back to us at the address provided.
  4. Return Shipping Costs: Unless the return is due to a product defect or shipping error, customers are responsible for return shipping fees.

4. Refund Process

Once we receive the returned item and verify its condition, we will process your refund.

  • Refund Method: Refunds will be issued to the original payment method.
  • Processing Time: Please allow up to 7-10 business days for your refund to be processed after the returned item is received.
  • Restocking Fees: In some cases, a restocking fee of up to 15% may be applied for returned items.

5. Damaged or Defective Products

If you receive a product that is damaged or defective, please contact us immediately at info@novahato.net. We will provide a return shipping label and process a full refund or replacement at no additional cost to you.

6. Exchanges

If you wish to exchange an item for a different product, please return the original item and place a new order. We currently do not offer direct exchanges.

7. Special Orders or Sale Items

Items purchased during promotions, sales, or through special orders may have different return terms. Please refer to specific sale terms for further details.

8. Contact Us

For any questions regarding our Refund and Returns Policy or assistance with a return or refund, please contact us at:
Email: info@novahato.net
Address: 4824 Hawksbury Rd, Pikesville, Maryland

Thank you for choosing Novahato. We are committed to providing you with exceptional products and service. If you need help, don’t hesitate to get in touch—we are here to support you every step of the way.