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Refund & Return Policy

At Nova E Shop FZCO, we aim to offer exceptional products and a reliable shopping experience. This Refund & Return Policy explains how returns, exchanges, and refunds are handled for purchases made on novaishop.com. By placing an order on our website, you agree to the terms outlined below.

1. Eligibility for Returns

We accept returns only in the following cases:

  • The item arrived damaged or defective.
  • The item received is incorrect (different product or model).
  • The product is missing essential components or accessories.

Returns for reasons such as change of mind, color preference, or personal taste are not accepted.

2. Return Request Timeframe

If your item qualifies for return under the conditions above, you must notify us within:

  • 24 hours of receiving the product (for damaged, defective, or incorrect items).

Requests submitted after the allowed timeframe may not be eligible.

3. Condition of Returned Items

To approve a return, the product must be in:

  • Unused condition
  • Original packaging (full box, dust bag, labels, accessories)
  • Same condition as delivered

Items that show signs of use, damage caused by the customer, or missing packaging will not be accepted for return.

4. Non-Returnable Items

The following items cannot be returned:

  • Used items
  • Items damaged after delivery
  • Items without original packaging or accessories
  • Products delivered correctly and in good condition

5. Refund Method

Because payments are made using Cash on Delivery (COD), refunds (if approved) are processed as:

  • Store Credit redeemable on novaishop.com
  • Or replacement of the same product if available

Cash refunds are not available due to COD payment structure.

6. Replacement Policy

If you received a damaged or defective item, we will replace it with the same product at no additional cost.

Replacement depends on product availability. If the product is out of stock, we will issue store credit of the exact value you paid.

7. Wrong or Incorrect Item Delivery

If you receive the wrong model, color, or product, please contact us within 24 hours. We will arrange a replacement or provide store credit.

8. Return Shipping Costs

In cases where the product is:

  • Damaged/defective
  • Incorrect

Nova E Shop FZCO will cover the return shipping fees.

If the return request does not meet our policy conditions, shipping fees may be charged to the customer.

9. How to Submit a Return Request

To request a return, please contact our support team with:

  • Your order number
  • Full name and phone number
  • Clear photos or videos showing the issue

You can reach us at:

  • Email: contact@novaishop.com
  • Phone / WhatsApp: +971 50 798 9336

10. Inspection on Return

Once the returned product reaches our facility, it will be inspected by our quality team. We will notify you whether your return has been approved or rejected.

11. Order Refusal at Delivery

Because our products are shipped on demand and delivered using COD:

  • Refusing to accept the package at delivery is considered a failed order.
  • Repeated refusals may result in blocking future COD orders.

12. Fraudulent or Abusive Behavior

We reserve the right to refuse service and block accounts involved in:

  • Repeated order cancellations
  • False claims of damage
  • Returning used or damaged items as “defective”
  • Abuse of the refund/store credit system

13. Contact & Support

For return assistance or questions about this policy, contact our support team:

  • Email: contact@novaishop.com
  • Phone / WhatsApp: +971 50 798 9336
  • Website: novaishop.com

14. Policy Updates

Nova E Shop FZCO may modify this Refund & Return Policy at any time. Changes will appear on this page with an updated “Last Updated” date.

Last Updated: 24/11/2025