Returns and Refunds Policy

At NovaWell, we are committed to your 100% satisfaction. We want every purchase to be a positive experience, which is why we have a clear, fair, and hassle-free return policy.

⏱️ Timeframe for Requesting a Return

You have 30 calendar days from the date you received your order to contact us and request a return or refund. After this period, we will not be able to process your request.

✅ Case 1 — Defective or Damaged Product

If your product arrived with a manufacturing defect, shipping damage, or does not work correctly from the first use, you are entitled to a 100% full refund at no additional cost to you.

What we need from you:

• Contact us within 30 days of receiving the product.
• Send us photos or a short video clearly showing the defect or damage via the store chat.
• Once your request is approved, we will process the full refund to your original payment method within 5 to 10 business days.

🔄 Case 2 — Return Due to Change of Mind

If the product arrived in perfect condition but you wish to return it, you can do so under the following conditions:

• The product must be unused, in its original packaging, and in the same condition you received it.
• The cost of return shipping is borne by the customer.
• Once the product is received and inspected, we will process a refund for the item's value within 5 to 10 business days.

📋 How to Initiate Your Return?

1. Write to us via the store chat (the icon in the bottom corner of the page) indicating your order number and the reason.
2. Include photos or video of the product if applicable. Our team will respond within a maximum of 48 business hours.
3. We will send you instructions on how to proceed based on your case.
4. Once received and approved, we will process your refund immediately.

❓ Frequently Asked Questions

How long does my refund take?
Between 5 and 10 business days after we approve your request, depending on your bank or payment method.

What if my package arrived opened or with signs of tampering?
Take photos immediately before opening the package and contact us via chat. We will resolve it without a problem.

Can I exchange the product for another instead of a refund?
Yes, in cases of a defective product, you can opt for an equivalent product exchange. Just let us know when you contact us.

Does the warranty apply if the product was damaged due to misuse?
The warranty covers manufacturing defects and shipping damage, not damage caused by improper use or accidents.

Last updated: June 2026 · NovaWell® · novawell.mx