Returns & Refunds
Return Policy
Due to the nature of our products, all sales are final and NOVAURA does not accept product returns. Once an order has been delivered and leaves our control, we cannot verify the conditions under which the product was stored, handled, or maintained. For this reason, returned products cannot be accepted back into inventory or resold. This policy does not prevent customers from contacting NOVAURA regarding an order that arrived damaged, contained an incorrect item, or was missing an item. These issues will be reviewed individually by our Support team.
Damaged Products
If an order arrives damaged, customers should contact NOVAURA Support as soon as reasonably possible after discovering the issue. To help NOVAURA review the request, customers may be asked to provide their order number, a description of the damage, photographs of the affected product, photographs of the original shipping packaging, photographs of the shipping label, and any other information reasonably necessary to review the issue.
Please keep the original product and shipping packaging until your request has been reviewed. Photographs of the packaging may be required when evaluating damaged-item claims.
Missing Items
If an order arrives with one or more items missing, customers should contact NOVAURA Support. Customers may be asked to provide their order number, items believed to be missing, photographs of the package as received, photographs of the contents, photographs of the shipping label, and original packaging information. NOVAURA will review the available order and fulfillment information before determining the appropriate resolution.
Incorrect Items
If a customer receives a product different from what was ordered, they should contact NOVAURA Support before using, opening, or disposing of the incorrect product. Customers may be asked to provide photographs of the product received, product label, shipping package, and shipping label. NOVAURA will review verified fulfillment errors and determine the appropriate resolution.
Product Handling & Return Restrictions
NOVAURA does not accept returned products, whether opened or unopened, because storage and handling conditions after delivery cannot be independently verified. Products that leave NOVAURA’s control cannot be returned to inventory or resold. Customers experiencing a damaged, incorrect, or missing-item issue should contact NOVAURA Support rather than attempting to return the product.
Change of Mind
Orders are not eligible for return or refund solely because a customer changes their mind, no longer wants the product, or ordered the wrong product. Customers should carefully review their order before completing checkout.
Order Cancellations
Customers who wish to cancel an order should contact NOVAURA Support as soon as possible. NOVAURA will make reasonable efforts to accommodate eligible cancellation requests. However, cancellation cannot be guaranteed once an order has entered processing, fulfillment, or shipment. If an order has already shipped, the applicable Returns & Refunds Policy will determine any available next steps.
Refund Review Process
All sales are final. Refunds are not provided for standard return requests or changes of mind. However, NOVAURA may review legitimate order problems such as damaged products, incorrect items, missing items, or verified fulfillment errors. NOVAURA may review order information, fulfillment records, shipping information, tracking information, photographs or documentation provided, the nature of the reported issue, and other information reasonably necessary to evaluate the request. After review, NOVAURA will communicate the available resolution to the customer.
Approved Resolutions
Where NOVAURA determines that a refund, replacement, store credit, or another resolution is appropriate, the customer will be informed through the support process. If a refund is issued, it will generally be processed through the applicable original payment method or another appropriate method where necessary. The time required for the refund to appear may depend on the payment provider or financial institution.
Replacement Orders
Depending on the circumstances, NOVAURA may offer a replacement instead of or in addition to another appropriate resolution. Replacement eligibility may depend on product availability, the nature of the issue, verification of the claim, shipping destination, and other relevant circumstances.
Return Shipping
Do not send products back to NOVAURA unless our Support team specifically provides instructions to do so as part of resolving a verified order issue. Unauthorized returns may not be accepted or processed.
Packages Marked Delivered
If tracking shows an order as delivered but the customer cannot locate the package, the customer should first verify the delivery address, check the surrounding delivery area, check with household members or others who may have received it, review carrier tracking information, and contact the carrier when appropriate. If the package still cannot be located, the customer should contact NOVAURA Support. A carrier delivery scan alone does not automatically determine the outcome of every claim. NOVAURA may review the available tracking and order information before determining appropriate next steps.
Shipping Damage vs. Product Issues
Shipping-related damage should be reported with photographs of both the affected product and the original shipping packaging whenever possible. Customers should preserve the product, product packaging, shipping box or mailer, protective materials, and shipping label until the request has been reviewed. This helps NOVAURA investigate the issue and, where applicable, work with fulfillment or shipping providers.
Fraudulent or Abusive Claims
NOVAURA reserves the right to decline requests that are reasonably determined to involve fraud, abuse, manipulation, materially inaccurate information, or repeated misuse of the returns and refunds process. NOVAURA may request additional information when reasonably necessary to verify a claim.
Contact Support
Need help with an order? If you have received a damaged, missing, or incorrect item or would like to request assistance with a return or refund, please contact NOVAURA through our Contact Support page.
Last Updated: August 2026
