Refund and Returns Policy

Effective Date: March 5, 2025

At NovasViral, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a hassle-free return and refund process. Please review our policy below to understand the terms and conditions for returns, exchanges, and refunds.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused, unworn, and in its original packaging with all tags attached.
  • Returns must be requested within 7 days of receiving your order.
  • Items must be free from any stains, damages, or odors.
  • Certain products, such as clearance items or personalized orders, may not be eligible for returns.

2. How to Initiate a Return

To request a return, follow these steps:

  1. Contact our customer service team at info@novasviral.xyz with your order number and reason for return.
  2. Our team will provide a return authorization and instructions on where to send your item.
  3. Ship the item back to us using a trackable shipping method. Customers are responsible for return shipping costs unless the item is defective or incorrect.

3. Refund Process

Once we receive and inspect your returned item:

  • If approved, a refund will be issued to your original payment method within 5-10 business days.
  • If rejected due to signs of wear or damage, we will notify you and the item will be sent back.
  • Shipping fees are non-refundable unless the return is due to our error.

4. Exchanges

We offer exchanges for size or style adjustments if the item is available. To exchange an item:

  • Follow the return process and specify the desired replacement item.
  • If the requested item is unavailable, we will issue a refund or store credit.

5. Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the issue. We will cover the return shipping cost and send you a replacement or full refund.

6. Non-Returnable Items

The following items are non-returnable for hygiene and safety reasons:

  • Clearance or final sale items.
  • Gift cards or promotional items.
  • Personalized or customized products.

7. Late or Missing Refunds

If you haven’t received your refund yet:

  • Check your bank account or payment method first.
  • Contact your credit card company, as processing time may vary.
  • If the issue persists, reach out to us at info@novasviral.xyz.

8. Cancellations

  • Orders can be canceled within 24 hours of purchase for a full refund.
  • After this period, cancellations may not be possible as the order might have been processed.

9. Store Credit Option

If you prefer, we can issue store credit instead of a refund, which can be used for future purchases at NovasViral.

10. Contact Us

For any questions or concerns about our Refund and Returns Policy, please contact us:

📞 Phone: 650-3564160
📧 Email: info@novasviral.xyz
🌐 Website: https://novasviral.xyz/