Refund policy

Last updated July 20, 2022

NOVA Products GmbH Return and Exchange Policy

RETURNS PROCESSING

Orders can easily be returned to us within 14 days of receipt. We kindly ask for your understanding that we can only accept returns if they have been returned on time and in accordance with our return policies below.

We only accept returns which have been sent within 14 days of receipt of product. Returned Audio Earrings must be in their original condition: boxes must be complete and intact, and products must be new and unworn. NOVA will not accept returns of any worn items. If possible, please use your original shipping packaging.

It is mandatory to submit a return request in just a few clicks by entering the order number and email in our Returns Center (link on the website). We will ask you for the return reasons.

Customers will receive an email with shipping instructions, simply print the label out and tape them to the box.

Please make sure that the original order confirmation is printed and included in the box. Please note that unidentified returns will be returned to the sender and will not be refunded. We cannot accept responsibility for any items that are stolen or lost in transit.

We recommend keeping your receipt until the refund process is completed. Please note that international customs duties and sales taxes are not refunded (for shipments outside the EU).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed. Refunds will be made using the payment method originally used when making the purchase within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@nova-products.com.

EXCHANGES

We are currently unable to offer exchanges. If you would like to exchange an item, you will need to return the original order for a refund and place a new order.

In the rare occasion that your item is faulty, please contact our customer service team to resolve the issue by emailing customercare@nova-products.com.