Refund policy
All Sales Final
All sales are final. We do not accept returns or exchanges for change of mind, sizing, or fit. Please check the Size & Fit Guide and product details carefully before ordering.
Damages and Issues
Please inspect your order as soon as it arrives. To claim a damaged, defective, or wrong item, we require a clear, continuous, unedited unboxing video that:
- shows the package still sealed before opening (start filming before you open it),
- shows the item being removed, and
- clearly shows the defect or damage.
Email the video and your order number to novara.active@gmail.com within 72 hours of delivery so we can evaluate and make it right. We strongly recommend a continuous, unedited unboxing video that shows the package sealed before opening — it's the most reliable way for us to verify and approve your claim, and without it we may be unable to do so.
Once approved, we'll send a replacement. If you'd prefer not to receive a replacement, we'll issue a refund instead. This does not affect your statutory consumer rights.
EU & UK 14-Day Cooling-Off
If your order is delivered in the European Union or United Kingdom, you may cancel or return it within 14 days of delivery for any reason. The item must be in resalable condition with proof of purchase, and you'll be refunded including the standard delivery cost, in line with your consumer rights.
Refunds
Refunds are issued only when (a) a damage/defect claim is approved and you've chosen a refund instead of a replacement, or (b) an EU/UK cooling-off return. If approved, you'll be refunded to your original payment method within 10 business days (your bank may take longer to post it). If 15 business days pass after approval and you haven't seen it, email us.