Refund policy

Last updated: June 22, 2026

At Novaliera, your satisfaction is important to us. We understand that an item may occasionally not meet your expectations, so we have created a clear return and refund process for eligible purchases.

Please review this policy before requesting a return.

Return Window

Return requests must be submitted within 30 calendar days from the date your order is delivered, based on the delivery date shown by the carrier’s tracking information.

Return requests submitted after the 30-day period may not be accepted.

We accept eligible returns for both:

Defective, damaged or incorrect items
Non-defective items, including items returned because of a change of mind, incorrect size or unsuitable style

Return Conditions

For non-defective returns, the item must be:

Unworn and unused
In its original condition
Returned with all original tags and labels attached
Returned in its original packaging, where applicable
Free from stains, odours, alterations, washing or customer-caused damage

Customers may carefully inspect or try on clothing to determine its fit. However, items showing signs of extended wear or use may not qualify for a return.

Damaged, defective or incorrect items do not need to meet the unused condition when the issue could only be identified after opening or reasonably inspecting the product. Damage caused by misuse, improper care, alteration or normal wear is not considered a product defect.

Items That Cannot Be Returned

For hygiene, health and customization reasons, the following items cannot be returned unless they arrive damaged, defective or incorrect:

Intimate apparel where a hygiene seal has been removed or broken
Earrings where the sealed protective packaging has been opened
Personalized or custom-made products

The product page will identify any applicable hygiene seal, customization condition or return restriction before purchase.

How to Request a Return

To request a return, contact our customer care team at info@novaliera.com within 30 days of delivery.

Please include:

Your full name
Your order number
The item you wish to return
The reason for the return
Photographs of the item and packaging when reporting damage, a defect or an incorrect product

After reviewing your request, we will email you the return instructions and a prepaid return shipping label.

Please securely package the item and attach the provided label before sending it through the specified carrier.

Do not return an item without first contacting us, and do not send returns directly to our business address unless our customer care team specifically instructs you to do so.

Return Method and Costs

All returns are accepted by mail only. We do not accept in-person returns or drop-offs.

Novaliera covers the cost of return shipping for all approved returns by providing a prepaid return label.

Customers are not charged return shipping fees or restocking fees for approved returns.

Exchanges

Eligible items may be exchanged for another available size, colour or product within the same 30-day return period.

To request an exchange, contact info@novaliera.com and provide your order number and the replacement item you would like.

The returned item must meet the applicable return conditions stated in this policy. Once the return has been received, inspected and approved, we will arrange the replacement at no additional shipping cost.

We will send you an email confirmation and tracking information when the replacement is dispatched.

If the requested replacement is unavailable, we will issue a refund to the original payment method instead.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If your order arrives damaged, defective or incorrect, contact us as soon as possible and no later than 30 calendar days after delivery.

Include your order number and clear photographs showing the item, packaging and reported issue. Photographs help our team review and resolve the matter efficiently.

After confirming the issue, we will offer an appropriate resolution, which may include:

A free replacement
A full refund to the original payment method

You will not be responsible for return shipping costs for damaged, defective or incorrect items.

Return Inspection

We will notify you by email after receiving and inspecting your return.

A return may be declined if the item:

Does not meet the conditions stated in this policy
Shows signs of extended wear, washing, alteration or misuse
Is missing original tags or included components
Was damaged after delivery through improper use or care
Is an excluded item with an opened or removed hygiene seal

If there is an issue with your return, our customer care team will contact you before making a final decision.

Refunds

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

Novaliera will inspect the returned item and issue the approved refund within 14 calendar days after the return is received at the designated return facility.

You will receive an email confirmation once the refund has been issued.

After Novaliera issues the refund, your bank, card issuer or payment provider may require additional time to post the funds to your account. Processing times are determined by the payment provider and are outside our control.

Refund Amount

For approved non-defective returns, the refund will cover the amount paid for the returned item and any applicable taxes.

For damaged, defective or incorrect orders, the refund will cover the full amount paid for the affected item and any applicable taxes.

No return shipping or restocking fee will be deducted from an approved refund.

Refund Currency

All refunds are processed in United States Dollars (USD).

If your card issuer, bank or payment provider converted the original payment from another currency, it may apply its own exchange rate or transaction fees when processing the refund. Currency conversion differences and third-party financial fees are outside Novaliera’s control.

Order Cancellations

We will attempt to cancel the order before it is processed or dispatched. However, cancellation cannot be guaranteed once fulfilment has begun.

If the order has already been dispatched, it must first be delivered and then returned according to this policy.

Contact Information

Contact our customer care team if you have questions about this Return and Refund Policy or need assistance with a purchase.

Store Name: Novaliera
Email: info@novaliera.com
Business Address: 140 East Broadway Avenue #25, Jackson, WY 83001, United States
Operating Hours: Monday to Friday, 10:00–17:00 (GMT-7)
Response Time: Within 2 business days