Warranty & Return

For any warranty claims, return requests, or after-sales support, please contact us at:

📩 service@novoo-online.com
📩 marketing@novoo-online.com

Our support team will respond within 1–3 business days.

 

🛠 1.  2-Year Limited Warranty

At NOVOO, we stand behind the quality of our products.

All genuine NOVOO-branded products are covered by a 2-Year Limited Warranty against manufacturing defects.

Warranty Coverage

This warranty applies to products:

  • Purchased from the NOVOO Official Online Store

  • Purchased from the NOVOO Official Amazon Store

  • Purchased from authorized distributors or verified resellers

  • Confirmed to be authentic NOVOO-branded products

The warranty covers defects in materials or workmanship under normal use during the warranty period.

Warranty Claim Requirements

To submit a warranty claim, customers must provide:

  • Product model or SKU information

  • Clear description of the issue

  • Photos or videos showing the defect (if requested)

  • Proof that the issue is not caused by misuse or accidental damage

  • Purchase details, including:

    • Order number

    • Invoice or receipt

    • Purchase channel (official website, Amazon, distributor, etc.)

    • Country/region of purchase

If necessary, the product may need to be returned for inspection.

If the defect is confirmed, we will consult with you to provide the best possible solution, which may include a repair, replacement, or an equivalent alternative.

Warranty Exclusions

The warranty does not cover:

  • Damage caused by misuse, improper installation, accidents, or negligence

  • Unauthorized modifications or repairs

  • Normal wear and tear or cosmetic damage

  • Water or voltage damage beyond product specifications

  • Lost or stolen items

  • Products purchased from unauthorized sellers

  • Claims without valid proof of purchase

  • Products purchased or used in regions where NOVOO does not operate official sales or logistics channels

For regions or countries where NOVOO has not established official sales, warehouse, or logistics operations, warranty service, replacement, or shipping support may be limited or unavailable.

In such cases, customers may be responsible for international shipping costs and any applicable customs duties if service support is requested.

📦 2. Return Policy (15-Day Satisfaction Policy)

Returns are accepted only for products purchased directly from the NOVOO Official Online Store.

If your product was purchased from Amazon, an authorized retailer, distributor, or third-party seller, please contact the original seller to arrange your return according to their return policy.

You may request a return within 15 days of delivery, subject to the conditions below.

 

🚚 Return Shipping Policy (Based on Product Condition)

Return shipping responsibility depends on the product’s condition at the time of return:

1️⃣ Refused Delivery (Not Accepted)

If the package is refused at delivery and remains unopened, it will automatically be returned to our warehouse. A full refund of the product amount will be issued. No return shipping fee will be charged.

2️⃣ Opened, Used, or Packaging Issue (Defective or Fulfillment Issue)

If the buyer has accepted, opened, or used the product and the return request is due to:

  • A confirmed product defect, or

  • The product being received in an opened, incomplete, or visibly used condition (including damaged or previously opened NOVOO original packaging),

the buyer should provide reasonable proof (such as photos, videos, or a detailed description) to our after-sales support team for evaluation.

If the issue is verified, the product does not need to be returned, and we will offer one of the following solutions based on the buyer’s preference:

  • A full refund, or

  • A free replacement of the same model

In certain cases, our technical team may require the product to be returned for further inspection and quality analysis. If a return is required for verification, return shipping costs will be fully covered by NOVOO.

❕ Shipping Damage Notice

If you notice that the outer shipping carton is visibly damaged at the time of delivery, we strongly recommend that you refuse the package and contact our after-sales support team immediately for confirmation. 📩 service@novoo-online.com/marketing@novoo-online.com

Once the refused package is returned to our warehouse, we will arrange either:

  • A free replacement shipment, or

  • A full refund, based on your preference.

If the package is accepted despite visible external damage, additional verification may be required during the after-sales process.

3️⃣ Accepted but Unopened (Personal Reason)

If the buyer has accepted the package but has not opened it, and requests a return for personal reasons:

  • The buyer is responsible for return shipping costs.

  • After the product is received and confirmed to be unopened and in original condition, a full refund of the product amount will be issued.

4️⃣ Opened and Used (Personal Reason)

If the buyer has accepted, opened, or used the product and requests a return for personal reasons:

  • The buyer is responsible for return shipping costs.

  • Unless the product is confirmed defective, the refund will be processed based on the product’s resale value as a used item.

  • The final refundable amount will be determined after inspection at our warehouse.

Shipping Cost & Refund Assessment

Return shipping costs and final refundable amounts may vary depending on the order destination and product condition.

Please contact our after-sales support team before returning any item to confirm the return details.

Refunds will be issued to the original payment method after the returned item has been received and inspected.

Processing time for refunds is typically 5–10 business days, depending on the payment provider.

Non-Returnable Items

We are unable to accept returns for:

  • Products purchased from retailers or third-party sellers

  • Products damaged due to improper use, mishandling, or customer-caused damage

  • Items that do not meet the return conditions outlined in this policy

Proof of Purchase Requirement

A valid proof of purchase (order number, invoice, or receipt) is required for all return requests.
Return requests submitted without proof of purchase may be declined.

NOVOO reserves the right to refuse any return request that does not comply with the terms and conditions stated in this policy.

🔁 Exchanges/Replacement

If a replacement is approved:

  • We will provide the same model whenever possible.

  • If unavailable, we may offer a similar or equivalent product with your approval.

  • Price differences or additional shipping costs may apply where relevant.

❗ Order Modifications & Cancellations

Orders cannot be modified once processed.

If your order has already been shipped, please follow the return procedure outlined above.