Return Policy Page

# Return Policy for Novanestae Online Shopping

## 1. Introduction

At Novanestae, we strive to ensure customer satisfaction with every purchase. If you are not entirely satisfied with your order, this Return Policy outlines the terms and conditions for returns and refunds.

## 2. Eligibility for Returns

Returns are accepted under the following conditions:

- The item must be returned within 2 days of delivery.

- The item must be unused, in its original packaging, and with all tags and labels intact.

- Certain items, such as intimate apparel, customized products, or clearance items, may not be eligible for return.

## 3. Return Process

To initiate a return:

1. Contact our customer support team at [email protected] or +971 56 875 6151 to request a return authorization.

2. Provide your order number and details of the item(s) you wish to return.

3. Follow the instructions provided by our support team for packaging and shipping the item back to us.

## 4. Return Shipping

- Customers are responsible for the cost of return shipping unless the item was received damaged, defective, or incorrect.

- We recommend using a trackable shipping service to ensure the safe return of the item.

## 5. Inspection and Approval

Once we receive your returned item, our team will:

- Inspect the item to ensure it meets the return eligibility criteria.

- Notify you of the approval or rejection of your return request within 3 business days.

## 6. Refunds

Approved returns will be processed as follows:

- Refunds will be issued to the original payment method within 7-10 business days.

- In case of cash-on-delivery (COD) orders, refunds will be issued as store credit or via bank transfer.

- Shipping fees are non-refundable unless the return is due to our error.

## 7. Exchanges

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

## 8. Non-Returnable Items

The following items are not eligible for return:

- Intimate apparel and undergarments

- Customized or personalized products

- Clearance or final sale items

- Items damaged due to misuse or improper care

## 9. Damaged or Defective Items

If you receive a damaged or defective item:

- Contact our support team within 48 hours of delivery.

- Provide photos of the damage or defect for verification.

- We will arrange for a replacement or a full refund, including shipping costs.

## 10. Changes to This Return Policy

Novanestae reserves the right to update this Return Policy at any time. Changes will be effective upon posting on our website. Continued use of our platform constitutes acceptance of the revised policy.

## 11. Contact Us

For any questions or concerns about our Return Policy, please contact us:

Email: [email protected]  

Phone: +971 56 875 6151 

Thank you for shopping with Novanestae!