Refund policy

Return & Refund Policy

Last updated: August 15, 2026

At Nova Marketplace, we want you to feel confident with every purchase. If you are not completely satisfied with an eligible item, you may request a return in accordance with the terms below.

1. Return Window

Return requests must be submitted within 30 days of delivery.

Requests submitted after the 30-day return period may not be accepted.

Submitting a return request does not automatically guarantee approval. Returned items may be inspected to confirm that they meet the eligibility requirements below.

2. Return Eligibility

To qualify for a return, an item must:

Be unused, unworn, unwashed, and undamaged.
Be returned in its original packaging when applicable.
Include original tags, accessories, manuals, and protective materials when applicable.
Be accompanied by a valid order number or other proof of purchase.
Be returned according to the instructions provided by Nova Marketplace.

Items that do not meet these requirements may be refused or returned to the customer.

3. Non-Returnable Items

For health, hygiene, safety, customization, or other applicable reasons, certain items may not be eligible for return, including:

Opened or used beauty and personal-care products.
Earrings or other pierced jewelry that has been opened or worn.
Underwear, swimwear, and intimate apparel.
Personalized or custom-made products.
Gift cards and digital products.
Membership or subscription benefits that have already been used.
Clearance or final-sale items specifically identified as non-returnable.
Electronics missing required packaging, accessories, serial numbers, or security seals.
Items damaged through misuse, improper care, or normal wear and tear.

Any non-returnable item will be identified where applicable on the product page or at the time of purchase.

4. How to Request a Return

To request a return, contact Nova Marketplace through our Contact Us page or by using the customer-service information provided on our website.

Please provide:

Your full name.
Order number.
The item you wish to return.
The reason for the return.
Clear photographs or videos when the item is damaged, defective, or incorrect.

Please do not send an item to an address that has not been provided or authorized by Nova Marketplace.

Return instructions will be provided after the return request has been reviewed.

5. Return Shipping

Customers are responsible for return-shipping costs unless:

The item received was damaged.
The item received was defective.
The wrong item was sent.
Applicable law requires otherwise.

Original shipping charges are generally non-refundable unless required by law or the return is due to an error by Nova Marketplace.

Customers are encouraged to use a trackable shipping service when returning an item. Nova Marketplace is not responsible for a return package that is lost or damaged while being shipped back to us.

6. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If you receive an item that is damaged, defective, or incorrect, contact Nova Marketplace within 48 hours of deliverywhen possible.

Please provide your order number and clear photographs or videos showing the issue.

After reviewing the claim, Nova Marketplace may provide a replacement, store credit, or refund, depending on the circumstances and product availability.

Nothing in this policy limits any rights you may have under applicable law.

7. Exchanges

Direct exchanges are not guaranteed because product availability may change.

When an exchange is not available, customers may return an eligible item in accordance with this policy and place a new order for the desired product, size, or color.

If an exchange is available, our customer-service team will provide instructions.

8. Refunds

After an eligible return has been received and reviewed, Nova Marketplace will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days for an approved refund to appear in your account, depending on your bank or payment provider.

Nova Marketplace cannot issue a refund to a different payment method unless required by law.

9. Partial Refunds

A partial refund may be considered when an item has:

Signs of use or wear.
Missing original packaging, tags, accessories, or parts.
Damage unrelated to the original delivery.
Other conditions that prevent the item from meeting the return requirements.

Any partial refund will be determined after the returned item has been reviewed.

10. Late or Missing Refunds

If an approved refund has not appeared within the expected processing period:

Check your bank or payment account.
Contact your bank or payment provider.
Allow additional processing time if required by your financial institution.
Contact Nova Marketplace customer service if you still need assistance.

11. Order Cancellations

Customers may request cancellation of an order by contacting Nova Marketplace as soon as possible after placing the order.

Cancellation requests are not guaranteed once an order has entered processing, fulfillment, or shipping.

If an order can be cancelled before fulfillment or shipment, the order will be cancelled and an eligible refund will be issued to the original payment method.

Once an order has shipped, it cannot be cancelled. The customer may instead request a return in accordance with this Return & Refund Policy.

12. Memberships and Subscriptions

If Nova Marketplace offers memberships or subscriptions, the applicable terms, pricing, renewal information, and cancellation conditions will be clearly disclosed before purchase.

Cancelling a membership or subscription generally prevents future renewal charges but does not automatically create a refund for a billing period that has already begun or benefits that have already been used, except where required by law or expressly stated in the applicable membership terms.