Refund policy

Return & Exchange Policy — Novara Comfort

1. Order Cancellation Orders can be canceled within 4 hours of purchase, provided the order has not yet been processed. After this window, the order is in production/processing and cannot be canceled.

2. Exchange One-time exchange per order, within 30 days of delivery. You keep your original item — no return needed. You only pay the shipping cost for the new item ($12–19, depending on the product).

3. Full Return You have 14 days from the date you receive your order to request a return. Returns requested after 14 days cannot be accepted.

• Item must be unused and in original condition, with all original packaging, inserts, and accessories included. Items showing signs of use, staining, or damage will be rejected.
• Return shipping (including customs clearance) is the customer's responsibility. You must use a shipping method where you, as the sender, are responsible for customs clearance — methods requiring the recipient to handle clearance cannot be used, as our warehouse will be unable to receive the package.
• ⚠️ Do not send your return to the address on your original package — that is our logistics carrier's facility and cannot process returns. You must contact us first for the correct return address.

1. How to Initiate a Return

• Step 1: Email novaracomfort@gmail.com with your order number and reason for return.
• Step 2: We review and respond with return authorization and the correct address within 24 hours.
• Step 3: Ship your item back within 7 days of receiving instructions, using a trackable shipping method. Provide the tracking number once shipped — we are not responsible for lost return packages, and returns without tracking will not be accepted.

1. Damaged or Incorrect Items Contact us within 3 days of delivery with photos or video showing the issue. For orders under $40, we issue a refund or replacement based on photo evidence alone — no return required. For orders $40 and over, a return with tracking is required before a refund is issued; replacement remains available without return in all cases.

2. Refund Processing Once your return is received, we inspect it within 3–5 business days and notify you of approval or rejection. Approved refunds are issued to your original payment method within 14 business days.

3. Non-Returnable Items

• Gift cards
• Sale/final sale items
• Promotional add-ons, gifts, or mystery box items
• Items without proof of purchase
• Items damaged by customer use, improper cleaning, or alteration
• Items used for hygiene reasons where the protective seal or liner has been removed (if applicable)

1. Delivery Issues We are not responsible for failed delivery caused by incorrect or incomplete shipping information provided by the customer (wrong address, missing apartment number, etc.). Please double-check your shipping details at checkout.

The shipping address entered at checkout is considered the final delivery address for your order. Our shipping partners will make reasonable delivery attempts to the address provided. Delivery may not be completed due to reasons such as an incorrect or incomplete address, missing apartment or unit number, refusal of delivery, the recipient being unavailable, or the package not being collected from a pickup location. In these cases, the carrier may mark the shipment as "Delivery Attempted," "Return to Sender," or "Undeliverable." Packages refused or left unclaimed by the recipient are treated as undeliverable shipments. These situations occur outside of Novara Comfort's control and are not considered an error on our part. If a shipment is returned to us under one of these statuses, you may request a reshipment once the package has been processed; additional shipping fees may apply. Orders returned due to delivery issues are not eligible for a refund.

1. Shipping Protection Shipping Protection is an optional service selected at checkout that helps protect your order during transit against loss, theft, or damage while in transport. If selected and your package is confirmed lost, stolen, or damaged during transit, our support team will assist in resolving the issue.

Shipping Protection is a non-refundable service fee once the order has been processed. This fee cannot be refunded even if the order is returned, canceled after shipment, or refunded for any reason. If a return is approved under this policy, refunds apply only to the product price — not to Shipping Protection, original shipping costs, or other service fees.