Refund Policy
Order resolution standards for accuracy, transit issues, approved cancellations, and refund eligibility.
At Novyium, we are committed to maintaining high standards of order accuracy, packaging integrity, and customer service. This Refund Policy outlines the conditions under which refunds, replacements, or order resolutions may be considered.
By placing an order through Novyium, the customer acknowledges and agrees to the terms described below.
Order Finality
Sales are generally considered final once an order has been processed and shipped.
Issue Review
Transit damage, fulfillment errors, and approved pre-shipment cancellations may be reviewed.
Discretion
Refunds or replacements are considered solely at Novyium’s discretion based on the circumstances presented.
Due to the nature of our products and internal quality control procedures, all sales are generally considered final once an order has entered processing and has been shipped. Customers are encouraged to review all order details carefully before completing a purchase, including shipping information and selected items.
If you receive a package that appears damaged in transit or contains incorrect items, please contact us within 48 hours of confirmed delivery. We may request clear photographs of the shipping box, label, inner packaging, and contents in order to review the matter.
- Visible shipping damage
- Missing items
- Incorrect product received
If a shipment is marked as delivered by the carrier but cannot be located, customers should first check with household members, building staff, or nearby neighbors and then contact the carrier directly. Novyium may assist where possible, but carrier delivery confirmation is generally considered proof of delivery.
Refunds, replacements, or other order resolutions may be considered at our sole discretion in circumstances such as:
- Verified shipping damage
- Confirmed fulfillment errors
- Orders canceled prior to shipment
Refunds will generally not be issued in the following situations:
- Orders already shipped
- Incorrect shipping address provided by the customer
- Carrier delays outside our control
- Buyer’s remorse
- Packages refused or abandoned
Orders may be canceled only if they have not yet entered processing or shipment. Once fulfillment has begun, cancellation may no longer be possible. We encourage customers to contact us promptly if a change is needed after an order is placed.
If a refund is approved, it will be issued to the original payment method within a reasonable processing timeframe. Final posting times may vary depending on the customer’s bank, card issuer, or financial institution.
Novyium reserves the right to refuse refunds, restrict transactions, cancel orders, or request additional verification in cases involving suspected fraud, abuse, chargeback misuse, or violations of our policies.
For refund inquiries, please contact our team at [email protected].
Novyium — Policy guided by clarity and control