Refund Policy

Last Updated: October 30, 2026

At a glance

  • Request a return within 30 calendar days after delivery.
  • Eligible returns have free return shipping and a free prepaid return label included in your package, with no restocking fee.
  • Returns are by mail, and exchanges are accepted. Review the eligibility, return steps and refund information below.

Order changes and cancellations

Contact us promptly with your order reference and the change or cancellation you want to request. We must check the current fulfillment status and confirm whether the request can be completed. Sending a request does not confirm a change or cancellation.

If we confirm cancellation before dispatch and your payment has been captured, we will initiate a refund to the original payment method within 2 business days after our cancellation confirmation. Business days are Monday through Friday, excluding U.S. federal holidays. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

No return receipt or inspection is required for an order cancelled before dispatch. If payment was only authorized and not captured, there is no completed charge to refund; a pending authorization may remain visible while your bank or payment provider processes its release. Orders already dispatched follow the applicable return process.

The 10-calendar-day refund period below concerns approved returns after receipt and inspection. It is not a requirement to wait for receipt of an item that was never dispatched. See the Payment Policy for pending authorizations and payment-status questions.

Return request period

You may request a return within 30 calendar days after delivery.

Change-of-mind returns

For a change-of-mind return, the product must be in new, unused and undamaged condition, with its included accessories complete. These change-of-mind conditions do not limit review of damaged, defective, incorrect, incomplete or materially misdescribed items or your applicable consumer rights.

Damaged, defective, incorrect, incomplete or misdescribed items

We support returns for items that are damaged, defective, sent incorrectly, missing components or materially different from their description. Contact us with your order reference and a description of the problem.

How to request a return

  1. Contact us using the details below. Identify the order and item, and describe the return or product issue.
  2. Use the free prepaid return label included in your package and follow the confirmed instructions and correct return address for your eligible return by mail.
  3. Use those instructions to send the item. Keep any return tracking or shipping receipt so you can refer to it when asking about progress.

For returns, contact us first. We will provide a prepaid return label and the correct return address. Do not send returned goods to our business correspondence address unless instructed to do so.

Return shipping and fees

novanomads pays return shipping for eligible returns. A free prepaid return label is included in your package. There is no restocking fee.

If the prepaid return label is missing from your package or cannot be used, or you need help with the return instructions, contact us before sending the item. Please contact us before purchasing return postage yourself so we can help confirm the return method and destination. Eligible return shipping remains store-paid under this policy.

Exchanges

We accept exchanges requested within 30 calendar days after delivery. For a change-of-mind exchange, the item must be in new, unused and undamaged condition, with its included accessories complete. Contact us with your order reference and the item you would like to exchange to confirm the instructions and next steps before sending anything back. These change-of-mind conditions do not limit your applicable rights for damaged, defective, incorrect, incomplete or materially misdescribed goods.

Refund method and timing

For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account.

Questions about a return or refund

Contact us with your order reference if you need return instructions or want to check whether a return has been received, reviewed or refunded. Tell us which stage you are asking about. If a credit has not appeared, distinguish the refund being issued from the bank or payment provider posting the credit. Do not include a full card number, CVV, banking password or account password in your message.

If you are told that a return or refund request is not approved, contact us with your order reference to ask about the reason and the policy conditions that apply. If you believe relevant information is missing or incorrect, include the information you would like us to check further. This support route does not limit your non-waivable consumer rights.

For related information, see our Shipping Policy, Payment Policy, Terms of Service and FAQ.

Nothing in this policy limits any rights that cannot be waived under applicable federal or state consumer law.