Refund policy

RETURN & REFUND POLICY - NOVAIRE

At Novaire, we want you to love your purchase. If something isn't right, we're here to help. This policy explains how returns, refunds, exchanges, and warranty claims work.

30-DAY MONEY-BACK GUARANTEE

You have 30 days from the date your order is delivered to request a return for a refund or exchange. If 30 days have passed since delivery, we're unable to offer a refund or exchange under this guarantee (your warranty may still apply - see below).

CONDITIONS FOR A RETURN

To be eligible for a return, your item must be:

- In the same condition you received it - unused or gently tested, with all parts, accessories, cables, and the user manual.

- In its original packaging where possible.

- Accompanied by proof of purchase (order number or receipt).

We may reduce or decline a refund for items returned damaged, incomplete, or showing signs of heavy use beyond reasonable testing.

HOW TO START A RETURN

1. Email us at [support@novaire.com] with your order number and the reason for the return.

2. Our team will reply within 1 business day with return instructions and the return address.

3. Pack the item securely and ship it back using a trackable method.

Please do not send items back before contacting us - returns sent without prior approval may not be processed.

RETURN SHIPPING

- For returns due to a defect, damage, or our error, we cover the return shipping cost.

- For change-of-mind returns, the customer is responsible for return shipping. Original shipping charges are non-refundable.

- We recommend a tracked/insured service, as we can't be responsible for items lost in return transit.

REFUNDS

Once we receive and inspect your return, we'll email you to confirm approval. If approved:

- Your refund is issued to your original payment method.

- Please allow 5-10 business days for the refund to appear, depending on your bank or card provider.

- Refunds are made in the currency of your original purchase (USD).

DAMAGED, DEFECTIVE, OR WRONG ITEMS

If your item arrives damaged, defective, or you received the wrong product, contact us within 48 hours of delivery at [support@novaire.com] with your order number and clear photos or a short video. We'll arrange a free replacement or full refund - no need to return the faulty item unless we ask.

EXCHANGES

We only replace items if they are defective or damaged. For exchanges, email us at [your contact email] with details of the issue and proof of damage.

ORDER CANCELLATIONS & CHANGES

We process orders quickly. If you need to cancel or change an order, contact us as soon as possible - we'll do our best, but once an order has shipped it must be handled as a return.

NON-RETURNABLE SITUATIONS

- Requests made more than 30 days after delivery (outside warranty).

- Items returned without prior approval or proof of purchase.

- Items not in returnable condition (heavily used, missing parts, or damaged by the customer).

- Free gifts or promotional items.

LATE OR MISSING REFUNDS

If you haven't received an approved refund after 10 business days, first re-check your bank account, then contact your card provider (processing times vary). If you still need help, email us at [support@novaire.com] and we'll chase it down.

CONTACT US

Novaire Customer Support

Email: [support@novaire.com]

Hours: Monday-Friday, 9am-5pm

We aim to reply within 1 business day.