Refund policy

Effective Date: July 27, 2026

At Nova Flow ("Nova Flow," "Company," "we," "our," or "us"), we are committed to providing a premium shopping experience and ensuring that our customers are treated fairly, respectfully, and transparently. We understand that shopping online requires trust, particularly when purchasing wellness and self-care products from an international retailer.

This Return & Refund Policy explains how Nova Flow handles cancellations, returns, replacements, exchanges, refunds, disputes, and customer concerns relating to purchases made through our website.

By placing an order through the Nova Flow website, you acknowledge that you have read, understood, and agree to the terms outlined in this Policy.

1. Our Philosophy

Nova Flow believes that every customer situation is unique.

Unlike businesses that apply rigid rules to every circumstance, Nova Flow evaluates refund and return requests on a case-by-case basis. Our goal is to provide fair outcomes while maintaining the integrity of our business operations.

When reviewing requests, we consider:

  • The nature of the issue.

  • The condition of the product.

  • The timing of the request.

  • Supporting documentation.

  • Fulfillment records.

  • Shipping information.

  • Previous customer interactions.

  • Applicable legal requirements.

While we strive to accommodate reasonable requests, approval of refunds, replacements, and returns remains at the sole discretion of Nova Flow.

2. Order Cancellations

Customers may request cancellation of an order within twelve (12) hours of placing the order.

Cancellation requests should be sent to:

info@novaflow.cc

Please include:

  • Full name

  • Order number

  • Email address used during checkout

  • Reason for cancellation

Orders that have already entered the fulfillment process may not be eligible for cancellation.

Nova Flow cannot guarantee cancellation once:

  • A shipping label has been generated.

  • Inventory has been allocated.

  • Packaging has begun.

  • The order has been transferred to a fulfillment partner.

If cancellation is approved, a full refund will generally be issued to the original payment method.

3. Eligible Refund Circumstances

Refunds or replacements may be considered in situations including, but not limited to:

  • Products arriving damaged.

  • Defective products.

  • Incorrect products received.

  • Significant manufacturing defects.

  • Missing items from an order.

  • Orders lost in transit.

  • Duplicate transactions.

  • Fulfillment errors.

  • Products that fail to perform as reasonably expected.

Each case is reviewed individually.

Customers may be asked to provide:

  • Photographs

  • Videos

  • Tracking information

  • Order confirmations

  • Additional supporting documentation

Failure to provide requested information may affect the outcome of a claim.

4. Damaged Products

If a product arrives damaged, customers should notify Nova Flow within forty-eight (48) hours of delivery.

Requests should include:

  • Order number

  • Clear photographs of the product

  • Images of packaging

  • Description of the damage

Nova Flow reserves the right to determine whether:

  • A replacement will be issued.

  • A partial refund is appropriate.

  • A full refund is warranted.

  • Additional information is required.

Claims submitted after the designated reporting period may not be approved.

5. Defective Products

Customers who receive defective products should contact Nova Flow as soon as reasonably possible.

Examples of defects include:

  • Products that do not function.

  • Manufacturing faults.

  • Missing components.

  • Material defects.

  • Faulty electronic components.

Normal wear and tear, accidental damage, and misuse are not considered manufacturing defects.

Nova Flow may request evidence before making a determination.

6. Incorrect Products

If you receive a product that differs from what you ordered, please contact us promptly.

Examples include:

  • Wrong item

  • Incorrect size

  • Incorrect color

  • Incorrect variation

  • Missing accessories

Where appropriate, Nova Flow may provide:

  • Replacement products

  • Partial refunds

  • Store credit

  • Full refunds

Incorrect item claims are subject to verification.

7. Lost Packages

A package may be considered lost if:

  • Tracking information shows no movement for an extended period.

  • The carrier confirms loss.

  • Delivery cannot reasonably be completed.

Customers must provide:

  • Order number

  • Tracking number

  • Shipping address

  • Description of the issue

Nova Flow reserves the right to investigate lost package claims before determining eligibility for compensation.

8. Non-Refundable Circumstances

Refunds are generally not provided under the following circumstances:

  • Incorrect shipping information provided by the customer.

  • Failure to collect a package.

  • Refusal of delivery.

  • Customer misuse.

  • Damage caused after delivery.

  • Excessive delays in reporting issues.

  • Unauthorized returns.

  • Products returned without approval.

Nova Flow reserves the right to deny claims that appear fraudulent, abusive, or inconsistent with our records.

9. Change-of-Mind Requests

Nova Flow understands that customers occasionally change their minds.

Change-of-mind requests may be considered if:

  • The request is submitted within seven (7) days of delivery.

  • The product is unused.

  • The product remains in original packaging.

  • The product is in resalable condition.

Approval is not guaranteed.

Customers are generally responsible for:

  • Return shipping costs

  • Insurance costs

  • Customs fees associated with returns

10. Wellness and Hygiene Products

For health, safety, and hygiene reasons, certain products may not be eligible for return once opened.

Examples include:

  • Sleep masks

  • Facial devices

  • Personal wellness tools

  • Skincare accessories

  • Products intended for direct skin contact

Nova Flow reserves the right to designate additional products as non-returnable.

11. Return Authorization

Customers must obtain authorization before returning products.

Unauthorized returns may:

  • Be refused.

  • Be discarded.

  • Result in delayed processing.

  • Be returned to the sender at the customer's expense.

Return authorization requests should be submitted to:

info@novaflow.cc

12. Return Shipping

Unless otherwise approved, customers are responsible for return shipping costs.

Nova Flow may cover return shipping if:

  • The incorrect item was sent.

  • The product was defective.

  • Significant fulfillment errors occurred.

  • The product arrived damaged.

Nova Flow is not responsible for:

  • Lost return shipments.

  • Customs delays affecting returns.

  • Carrier issues involving returned items.

Customers are encouraged to retain proof of shipment.

13. Refund Processing

Approved refunds are generally issued to the original payment method.

Refund processing times may vary depending on:

  • Financial institution

  • Payment processor

  • Country of residence

  • Banking procedures

Customers should generally allow between five (5) and ten (10) business days for refunds to appear.

Nova Flow cannot expedite processing performed by third-party financial institutions.

14. Store Credit

In some circumstances, Nova Flow may offer store credit as an alternative to a monetary refund.

Store credit may be offered where:

  • The customer prefers an alternative product.

  • The issue does not justify a full refund.

  • A mutually agreeable resolution is reached.

Store credit may be subject to expiration dates and additional conditions.

15. Exchanges

Nova Flow does not guarantee product exchanges.

Exchange requests are reviewed individually and may depend upon:

  • Product availability

  • Inventory levels

  • Timing of the request

  • Product condition

Approved exchanges may require customers to return the original product before replacement items are dispatched.

16. Fraud Prevention

Nova Flow actively investigates suspicious refund activity.

Examples include:

  • Repeated refund requests

  • False claims

  • Manipulated photographs

  • Chargeback abuse

  • Conflicting information

Nova Flow reserves the right to:

  • Request additional evidence.

  • Decline requests.

  • Restrict future purchases.

  • Report fraudulent activity to payment providers.

17. Chargebacks

Customers are encouraged to contact Nova Flow before initiating chargebacks.

Many issues can be resolved quickly through our support team.

If a chargeback is initiated, Nova Flow may provide:

  • Order confirmations

  • Tracking records

  • Delivery confirmations

  • Customer communications

  • Transaction records

Fraudulent chargebacks may result in:

  • Account restrictions

  • Permanent refusal of service

  • Reporting to payment processors

18. Force Majeure

Nova Flow shall not be held responsible for delays or failures caused by circumstances beyond our reasonable control, including:

  • Natural disasters

  • Government actions

  • Transportation disruptions

  • War

  • Labor disputes

  • Pandemics

  • Internet outages

  • Customs delays

19. Limitation of Liability

To the fullest extent permitted by law, Nova Flow's liability shall not exceed the amount paid for the applicable order.

Nova Flow shall not be liable for:

  • Indirect damages

  • Lost profits

  • Consequential damages

  • Emotional distress

  • Business interruption

20. Policy Updates

Nova Flow reserves the right to update this Return & Refund Policy at any time.

Changes may occur due to:

  • Legal requirements

  • Business developments

  • Operational improvements

  • Customer feedback

Continued use of the Nova Flow website constitutes acceptance of any revised version of this Policy.

21. Contact Information

For all return, refund, and replacement inquiries, please contact:

Nova Flow

Email: info@novaflow.cc

Business Hours:

  • Monday–Saterday

  • 9:00 AM–5:00 PM (CAT)

At Nova Flow, we value every customer and remain committed to providing fair, transparent, and professional resolutions whenever issues arise. Your trust is important to us, and we appreciate the opportunity to serve you.