Returns policy

Returns & Complaints Policy

At Novalove-Sydney, we make every effort to provide our customers with the highest level of service and a pleasant shopping experience. Our returns and complaints policy has been carefully designed to ensure maximum satisfaction – based on clear and transparent rules. Please read the following guidelines carefully.

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✅ 100% Refund Guarantee for New Products
We offer a full refund for all new products, excluding promotional items. Discounted (sale) products are not covered by this guarantee.

❌ No Returns on Sale Items
Products purchased as part of a promotion or clearance sale are non-refundable and cannot be exchanged – even in the case of an incorrect size. Such purchases are final.

📦 Return Shipping Costs
The customer is responsible for return shipping costs. Novalove-Sydney does not refund return postage costs and is not responsible for any fees incurred during the return process. Full details are available in our Terms & Conditions.

⏳ Return Notification Period
You must notify us of your intention to return an item within 30 days of receiving your order. Returns requested after this period will not be accepted.

🔁 Exchanges on Sale Items
Products purchased in a sale are not eligible for exchange – including cases where the wrong size was ordered. Please check size details carefully before making a purchase.

🛠️ 100% Guarantee on Manufacturing Faults
Products with manufacturing defects may be returned for a full refund or an exchange – according to the customer’s preference.

📧 How to Start a Return
To begin the return process, please contact us via email at:
info@novalove-sydney.com
Once your return has been approved, we will send you detailed instructions on how to proceed.

📄 Required Return Form
Returns without a correctly completed return form will not be processed. Please include this form with your package to ensure your request is handled quickly and efficiently.

❤️ Final Note
At Novalove-Sydney, customer satisfaction is our top priority. By following the above policy, we are able to process all returns fairly and without delay. If you have any questions or concerns, please contact our team at:
info@novalove-sydney.com