NOVILO INC is committed to providing a clear and convenient shopping experience. If you are dissatisfied with your purchase or if the item has quality issues, you may submit a return and refund request in accordance with the policy below.
Return Period
You may submit a return request within 30 days of the delivery date. Please provide your order number and the reason for the return so that we can verify the relevant information.
If applicable laws grant you a longer return period or other consumer rights, we will comply with those legal requirements.
Return Conditions
To ensure proper processing, items submitted for return should meet the following conditions:
The item remains in a reasonably original condition, without use or damage that would prevent resale.
The item, along with any included accessories, packaging, and other related materials, should be as complete as possible.
The return request must be submitted within the specified timeframe, and the return process must follow the instructions provided by customer service.
Requests based on quality issues, shipping damage, or discrepancies between the order and the item received will be verified and handled on a case-by-case basis.
We may be unable to process returns for items that have been used, damaged, or do not meet return criteria, except where otherwise required by applicable law.
How to Request a Return
Please follow these steps:
Submit a Request: Contact us via our customer service email, providing your order number, the item name, and the reason for the return.
Wait for Confirmation: We will review your request and inform you whether it meets the return criteria and what the next steps are.
Ship the Item Back: Once the request is approved, please ship the item back using the provided return address and instructions.
Return Address: 9110 Inverness Rd, Santee, CA 92071
Item Inspection: Upon receipt, we will inspect the item’s condition to confirm it meets refund requirements.
Process Refund: Once approved, we will process the refund in accordance with this policy and applicable laws.
Please wait to receive return instructions before shipping the item back to avoid sending it to the wrong address or causing processing delays due to missing order information.
4. Return Shipping Costs
Quality-related issues: If the item has verified quality defects, was damaged during transit, or was shipped incorrectly, we will cover the return shipping costs.
Returns for non-quality reasons: If a return is requested due to personal preference, an incorrect purchase, or other reasons unrelated to product quality, the customer is responsible for the return shipping costs.
Where applicable laws dictate otherwise, the requirements of those laws shall prevail.
Refund Processing
Once the returned item has been received and inspected, refund requests that meet the eligibility criteria are typically processed within 3–5 business days.
Refunds are generally issued to the original payment method. The actual time it takes for funds to appear in your account depends on the processing times of the payment service provider, bank, or card issuer and may require additional time.
The refund amount is determined based on the actual amount paid for the order and applicable refund conditions. For eligible quality-related issues, we will handle associated costs in accordance with applicable policies.
Damaged, Missing, or Incorrect Items
If the items you receive are damaged, missing, or do not match your order, please contact us as soon as possible and provide your order number, a description of the issue, and clear photos.
We will verify the situation and provide an appropriate solution—such as a replacement shipment, an exchange, or a refund—based on the specific issue and applicable laws.
Order Cancellation
If you wish to cancel your order, please contact customer service as soon as possible before the item ships. Once an order has entered the shipping or transit stage, it may not be possible to cancel it directly; in such cases, you may request a return in accordance with this policy and applicable laws.
If the cancellation request is approved, the payment made will be processed according to the applicable refund procedure.
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