Return, Refund and Exchange Policy

Return and Refund Policy – Valid for Orders in Canada and the United States

Thank you for shopping with NOVA Canada. We value your trust and satisfaction. If for any reason you are not completely happy with your purchase, we offer a 30-day return policy from the date of delivery. Please review the following conditions and procedures carefully.

Important Information

  • Returns Accepted: We accept returns for both defective and non-defective products.
  • Exchanges: We do not offer exchanges at this time.
  • Condition of Returned Items: Products must be unused, in their original packaging, and in the same condition as when received.
  • Return Period: 30 days from the date of delivery.
  • Return Method: By mail only.
  • Return Label: Return shipping costs are the customer’s responsibility unless the product is defective or incorrect. In those cases, NOVA Canada will provide a prepaid return label.
  • Restocking Fee: None.
  • Refund Processing Time: Refunds are processed within 2 business days after receiving and inspecting your return.

Return Policy Conditions

To be eligible for a return, your item must meet the following conditions:

  • The product must be unused and in the same condition as when you received it.
  • The item must be returned in its original packaging.
  • A valid proof of purchase from NOVA Canada must be provided.

How to Initiate a Return

Please contact our customer service team before returning any item:

Important: You must obtain return authorization and the correct return address before sending your package. Returns sent without prior authorization will not be accepted.

Return Shipping Costs

Customers are responsible for paying return shipping costs, unless the product is defective or incorrect. In such cases, NOVA Canada will cover the cost by providing a prepaid return label.

Order Cancellations

You may cancel your order within 24 hours of purchase. After this period, the order will be processed and cannot be canceled. If you still wish to cancel after that time, please wait until the order arrives and then request a return according to our return policy.

Exceptions / Non-Returnable Items

  • Gift cards and digital vouchers
  • Sale items may only be returned for store credit

Exchanges

We currently do not offer exchanges. If you require a different size or product, please place a new order and return the original item for a refund.

Restocking Fee

No restocking fees are applied to any returns.

Refund Process

Once we receive your return, we will inspect it and notify you by email. If your return is approved, your refund will be issued to your original payment method (excluding sale items). Refunds are typically processed within 2 business days, depending on your bank or payment provider’s processing time.

Packages Damaged in Transit

If your order arrives damaged, please contact us within 3 business days of receiving your package. We may request photos of the damaged items and packaging to process your claim. Once approved, a replacement, refund, or store credit will be issued.

Customer Service

We’re here to help. You can reach us during our business hours:

Business Hours (EST):
Monday – Friday: 9:00 AM – 6:00 PM
Saturday & Sunday: Closed

We aim to respond to all messages within 24 business hours.