Return Policy

RETURN POLICY

  1. ORDER CONFIRMATION

By placing an order with Nova Claire, you confirm that you have read, understood, and agreed to this Return Policy.

By completing your purchase, you acknowledge that:

  • You accept the return conditions and timeframes outlined below

  • You agree to follow the return process

  • In the case of a dispute or chargeback, this policy and all related order information may be used as supporting evidence

  1. RETURNS

If you are not fully satisfied with your purchase, you may request a return within 30 days of receiving your order, provided the item meets the conditions listed below.

  1. RETURN CONDITIONS

To be eligible for a return:

  • The item must be unused, unworn, and unwashed

  • The item must be in its original condition and packaging

  • Only normal handling (such as trying on) is allowed

  • Return shipping costs are the responsibility of the customer

Returns are typically processed within 7 business days after we receive the item. We reserve the right to decline returns if items show signs of wear, damage, or misuse.

  1. HOW TO REQUEST A RETURN

To start a return, please contact us within 30 days of delivery at:
info@novaclaire.com

Include the following details:

  • Order number

  • Reason for return

  • Photos (if the item is damaged or incorrect)

  • Your full name and shipping address

Please wait for return instructions before sending your item. Returns sent without prior approval may not be accepted.

We strongly recommend using a tracked shipping method and keeping proof of shipment until your return is completed.

  1. DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us within 2 days of delivery.

Include:

  • Your order number

  • A short explanation of the issue

  • Clear photos or a video showing the problem

Once reviewed, we may offer a replacement or another suitable solution. In some cases, you may not be required to return the item.

Replacements are usually processed within 7–14 business days.

  1. LOST OR UNDELIVERED ORDERS

If your order is lost during shipping, please contact us with your order number and tracking details.

We will assist in investigating the issue and, if confirmed lost, arrange a replacement or refund.

If a package is refused, unclaimed, or returned due to an incorrect address, a deduction of $35 CAD may be applied to your refund to cover shipping and handling costs.

  1. CANCELLATIONS

You may request to cancel your order within 30 days of receiving it.

However, once an order has been shipped, it cannot be canceled. In this case, you can follow the return process after delivery.

If your order has not yet been shipped, you may request cancellation by contacting us at info@novaclaire.com.

Return shipping costs remain the responsibility of the customer.

  1. CHARGEBACKS AND DISPUTES

If you experience any issue with your order, we encourage you to contact us first so we can resolve it quickly.

In the event of a chargeback or dispute, we may provide relevant documentation, including:

  • Order confirmation

  • Shipping and tracking details

  • Communication records

Filing a dispute without contacting us first may delay the resolution process.

  1. IMPORTANT INFORMATION

  • Returns must be shipped to our designated warehouse

  • Return shipping costs are not covered by Nova Claire

  • We are not responsible for delays caused by shipping carriers or customs

  • Items that are used, damaged, or not in hygienic condition may not be accepted

  • Return shipping fees are non-refundable

  1. CONTACT

If you have any questions about this Return Policy, please contact us at:

info@novaclaire.com

We are here to help and will do our best to assist you.