Return & Exchange Policy
We want every NovaGear customer to receive their order in good condition. Please review the conditions below before requesting a return, warranty replacement, or product exchange.
Defective or Problematic Products
If your product develops a technical problem or defect, you may request warranty service as long as the product is still within its applicable warranty period.
Contact NovaGear support first and explain the issue. Our team will review your request and arrange the next steps when the product needs to be returned for inspection.
Product Collection
When a product needs to be returned for warranty inspection, a delivery courier may be arranged to collect the product from you.
Please return the product with all relevant accessories and packaging requested by our support team.
Inspection & Testing
Once the product arrives at NovaGear, our team will inspect and test it to verify the reported problem.
A replacement is approved only after the issue has been confirmed and the product meets the applicable warranty conditions.
Warranty Replacement
If testing confirms an eligible defect covered by the product warranty, NovaGear will arrange a new replacement according to the applicable warranty conditions.
For a confirmed warranty defect, the customer does not pay collection or replacement delivery fees.
Product Exchange Within 24 Hours
If you received your order correctly but would like to exchange the product for another model, you may request an exchange within 24 hours of delivery.
The product must be:
- New and unused
- In its original condition
- Complete with its original accessories
- Returned with its original packaging
- Free from damage, marks, or signs of use
Products that have been used or are no longer in new condition are not eligible for this type of exchange.
Exchange for a Higher-Value Product
For a 24-hour product exchange, the replacement product must have a higher price than the original product.
The customer pays the difference between the original product price and the new product price.
Products Not Eligible for Exchange
A product may be refused for exchange if it is used, damaged, incomplete, missing accessories, or returned outside the applicable 24-hour exchange period.
Warranty requests remain subject to the separate warranty conditions applicable to the product.
Request a Return or Exchange
Contact our support team with your order number and a clear explanation of the problem or exchange request.