Return & Refund Policy

At NovaGear Store, we want every customer to receive their order in perfect condition and enjoy a smooth shopping experience.

Please read the conditions below carefully before submitting a return or refund request.

1. Return Request Time Limit

Return requests must be submitted within 24 hours of receiving your package.

Requests submitted after this period may not be eligible for review. Please inspect your package and product as soon as you receive your order.

2. Unopened Products

A product may be eligible for return if it has not been opened, used, or damaged.

The following conditions must be respected:

• The product must be completely unused
• The original box must remain unopened
• The plastic wrapping and factory seals must not be damaged
• All accessories and included items must be present
• The original packaging must remain in good condition

Products with an opened box, broken seal, missing accessories, or visible signs of use may not be accepted for return.

3. Defective or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us immediately within 24 hours of delivery.

Please provide:

• Your full name
• Your order number
• A clear explanation of the issue
• Clear photos of the product and packaging
• A short video showing the problem, when necessary

Our team will review the information and explain the next steps.

4. Products That Cannot Be Returned

Returns may not be accepted for:

• Products that have been opened or used
• Products with damaged packaging or broken seals
• Products damaged by misuse, impact, or liquids
• Products with missing accessories or parts
• Products that have been repaired or modified
• Products damaged after delivery
• Products returned without prior approval from our support team

5. Change of Mind

Returns because of a change of mind may only be considered when the product is completely unopened, unused, and in its original condition.

Approval is not automatic and depends on the condition of the product and packaging.

6. How to Submit a Return Request

To request a return, please follow these steps:

1. Contact our support team on WhatsApp or by email
2. Provide your order number and a clear explanation
3. Send clear photos or videos of the product and packaging
4. Wait for confirmation before returning the product

Please do not send a product back without receiving instructions from our support team.

7. Product Inspection

All returned products are inspected after they are received.

Our team will verify the product condition, packaging, accessories, and reported issue before approving a return, replacement, refund, or store credit.

8. Refunds and Replacements

If your request is approved, NovaGear Store may provide one of the following solutions:

• Replacement with the same product
• Replacement with a similar product of equal value
• Store credit
• A refund when applicable

The final solution depends on the reason for the return, product condition, inspection result, and product availability.

9. Refund Processing

Approved refunds are processed after the returned product has been received and inspected.

Processing time may vary depending on the payment method and the details of the case.

10. Return Shipping Costs

If the issue is confirmed as a manufacturing defect, damaged item, or incorrect product, NovaGear Store may cover the return shipping cost.

If the return is requested because of a change of mind, incorrect customer information, or a reason not caused by NovaGear Store, the customer may be responsible for the shipping costs.

11. Return Packaging

Customers must package returned products safely to prevent damage during transport.

NovaGear Store is not responsible for damage caused by poor or unsafe return packaging.