Return & Refund Policy
At Novellahom, we provide the following guidelines to help you understand how returns and refunds are handled.
Return Period
Eligible items may be returned within 90 calendar days after delivery.
Return eligibility is subject to the conditions below and any applicable product-specific restrictions.
Item Condition
For returns based on personal preference or a change of mind, items should generally:
-
Be unused and unworn
-
Be in their original condition
-
Include their original packaging and accessories, where applicable
-
Have no damage caused by misuse or unauthorized modifications
These condition requirements do not apply in the same way to items received damaged, defective, incorrect, or materially different from their description.
Restrictions relating to hygiene, personalization, safety, or similar considerations will be disclosed where applicable.
Requesting a Return
Before sending an item back, contact:
Include your order number, the item you want to return, and the reason for your request. Please provide supporting photographs or videos where relevant.
Our team will review your request and provide instructions if the return is approved.
Return Destination
Do not send returns directly to our business address unless instructed by our support team.
Approved returns may be directed to a designated return facility. We will provide the correct destination and shipping instructions after approval.
Return Shipping
Customers are generally responsible for return shipping costs when an item is returned because of personal preference or a change of mind.
If your item arrives damaged, defective, incorrect, or materially different from its description, please contact us. After reviewing the issue, we will provide an appropriate return, replacement, or refund arrangement without additional cost to you where applicable.
Problems With an Order
To report a damaged, defective, or incorrect item, email service@novellahom.com with:
-
Your order number
-
A description of the problem
-
Clear photographs or videos, where relevant
We will assess the information and assist with an appropriate resolution.
Refund Timing
After an approved return has been received and inspected, we will notify you of the refund decision.
Approved refunds are generally issued to the original payment method within 5–10 business days after inspection.
Your bank or payment provider may require additional time to post the refund.
Original Shipping Fees
For returns based on personal preference, any original shipping fees paid may be non-refundable except where applicable law requires otherwise.
This does not restrict remedies available for damaged, defective, incorrect, or materially misdescribed items.
Contact Us
Email: service@novellahom.com
Phone: +86 22 24459253
Novellahom is owned and operated by Tianjin Shengxi Technology Co., Ltd.