Refund policy

RETURN & REFUND POLICY

Last Updated: September 19, 2026

At Novexain, we want you to have a positive shopping experience. If you are not satisfied with your purchase or experience an issue with your order, please contact us and we will review your request according to the terms of this policy.

RETURN WINDOW

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must generally be unused and in the same or substantially the same condition in which it was received. Where applicable, the item should also be returned with its original packaging, tags, accessories, and other included materials.

Some products may have specific return conditions or may not be eligible for return due to their nature. If you are unsure whether your item is eligible, please contact us before sending anything back.

HOW TO REQUEST A RETURN

To request a return, contact us at:

support@novexain.com

Please include your order number and a brief description of the reason for the return. Where applicable, we may also request clear photos or videos of the product and the issue.

Do not send an item back before contacting Novexain and receiving return instructions.

If your return is approved, we will provide the applicable return instructions and return address for your order.

Return addresses may vary depending on the product and fulfillment arrangements, so please use only the return address provided by Novexain for your approved return.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when you receive it.

If your item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at:

support@novexain.com

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

After reviewing the issue, we may provide an appropriate resolution, which may include a replacement, refund, or other suitable solution.

ITEMS THAT MAY NOT BE ELIGIBLE FOR RETURN

Certain products may not be eligible for return, including:

Personalized or customized products
Products made to order
Items that cannot be returned for hygiene or safety reasons
Products that have been used, altered, or damaged after delivery
Products that are missing essential parts, accessories, or original packaging where applicable

Return eligibility may also vary depending on the specific product and the reason for the return.

If you are unsure whether your purchase is eligible for return, please contact us before sending the item back.

RETURN SHIPPING

For returns due to personal preference, change of mind, ordering the wrong item, or other reasons not caused by an error or defect, the customer may be responsible for the applicable return shipping costs.

If an item is damaged, defective, or incorrectly supplied, please contact us before returning it. We will review the issue and provide appropriate return instructions.

Do not purchase a return shipping label or send the item to an address not provided by Novexain unless instructed to do so.

REFUNDS

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

We generally process approved refunds within 7 business days after the return has been received and inspected. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

If you believe your refund has been approved but you have not received it after the applicable processing time, please contact us at:

support@novexain.com

ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible after placing your order at:

support@novexain.com

Because orders may be sent for fulfillment shortly after purchase, we cannot guarantee that a cancellation can be completed once processing or shipment has begun.

If an order has already been processed or shipped, cancellation may no longer be possible. In such cases, the applicable return process may apply.

Nothing in this section limits any cancellation, refund, or other rights that may apply under applicable law.

EXCHANGES

If you receive a damaged, defective, or incorrect item, please contact us first so we can review the issue and determine the appropriate resolution.

For other situations, direct exchanges may not always be available. If an exchange cannot be provided, you may need to return the eligible item and place a new order.