Returns & Refunds
At Nova Cart, we want you to feel confident about every purchase. If something isn't right, our support team is here to help. Please read our policy below before reaching out.
30-Day Return Window
You may request a return within 30 calendar days of delivery, provided the following conditions are met:
- The item is unused, unwashed, and in its original condition
- Original packaging is included where reasonably possible
- You can provide your order number or proof of purchase
- You contact Nova Cart before sending any item back
To begin a return, email us at help@mynovacart.store.
How to Request a Return
Send your request to help@mynovacart.store with the following details:
- Your order number
- Name and email used for the order
- The product(s) you wish to return
- Your reason for return
Our team will review your request and provide return instructions along with the approved return address.
Important: Please do not send any products back without first receiving return authorization and instructions from Nova Cart.
Change-of-Mind Returns
If you are returning an item due to a change of mind, personal preference, or because it is no longer wanted:
- The customer is responsible for return shipping costs
- We recommend using a trackable shipping method
- Original and return shipping costs are non-refundable
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or different from what you ordered, please contact us at help@mynovacart.store within 7 calendar days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of any damaged packaging where applicable
For verified damaged, defective, or incorrect orders, Nova Cart will cover reasonable return or replacement shipping costs where a return is required. Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution. Our support team will provide specific instructions after reviewing your case.
Non-Returnable Items
We are unable to accept returns for:
- Items that have been used, washed, or altered after delivery
- Items damaged through misuse, improper care, or normal wear
- Gift cards, if sold
- Personalized or custom-made products, if applicable
- Items specifically marked as Final Sale, if applicable
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, Nova Cart will process the refund to your original payment method within 5 business days. Please note that your bank or payment provider may require additional time before the refund appears in your account — this is outside Nova Cart's control.
Shipping, Customs & Duties
Nova Cart currently offers free shipping to all supported markets, so there is normally no original outbound shipping charge to refund.
Any customs duties, import taxes, VAT, or similar charges paid directly to government authorities or third parties are not refundable by Nova Cart, unless required by applicable law.
Exchanges
Nova Cart does not offer direct exchanges at this time. If you would like a different product, please request an eligible return and place a new order separately.
For damaged, defective, or incorrect items, please follow the process outlined above rather than submitting a standard exchange request.
Need Help?
Our team is happy to assist you. Reach out at help@mynovacart.store or visit our Contact Us page.