Refund policy
novalucee Return & Refund Policy
We offer a 30-day return window from the date you receive your order. To qualify for a return, your item must be in its original, unused condition — unopened, unaltered, with tags attached, and in its original packaging. A valid receipt or proof of purchase is required. Please note that shipping costs are non-refundable, and the customer is responsible for return shipping fees.
To initiate a return, please reach out to us at info@novalucee.com before sending anything back. Returns received without prior authorization will not be accepted.
Important: As we carry products from multiple U.S. brands, each brand has its own designated return address. Please do not send returns to our mailing address — we'll provide the correct return destination upon approval.
Damages & Issues Please inspect your package carefully upon delivery. If your item arrives defective, damaged, or incorrect, contact us right away with photos and a detailed description so we can resolve the issue promptly. Claims submitted without adequate supporting evidence cannot be processed.
Discounted & Sale Items Items purchased with special, additional, or final-sale discounts are generally non-returnable unless explicitly approved by us under exceptional circumstances. If a return is approved, a partial refund based on a percentage of the total order value may be offered.
Restocking Fee A 10% restocking fee applies to returns that are not due to damage, defect, or error on our part. We are committed to sustainable shipping practices and encourage mindful purchasing to help reduce our collective carbon footprint.
Order Cancellations Orders that have already shipped cannot be cancelled while in transit. You must have the item in hand before initiating a return. Gift cards are not eligible for returns or refunds.
Exchanges The easiest way to exchange an item is to return your original purchase and, once the return is approved, place a new order for the item you'd like.
European Union — 14-Day Cooling-Off Period For orders shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, no justification required. The item must be unused, unopened, with tags, and in its original packaging, along with proof of purchase.
Refunds Once your return is received and inspected, we'll notify you of the approval status. Approved refunds are processed back to your original payment method within 10–15 business days. Note that your bank or card issuer may require additional processing time. Large refunds may be issued in multiple installments rather than a single payment. If 20 business days have passed since your refund was approved and you haven't received it, please contact us at info@novalucee.com.
Contact Us
Store: novalucee
Address: 5830 E 2nd St, Casper, WY 82609
(This is not a return address)
Email: info@novalucee.com
Customer Service Hours: Monday–Friday, 9:30 AM – 5:00 PM MST
We aim to respond to all inquiries within 1–2 business days.