Refund and Returns Policy
At Novitson, we keep it straightforward. Here is everything you need to know about returning an item.
The Return Window
Return requests must be raised from your Novitson customer account within 7 days of delivery.
Return Scenarios & Coverage
- Our mistake (wrong item sent): Novitson covers the full refund, including shipping and customs. We may ask for photo or video proof.
- Ordered the wrong item: Returns are subject to approval. We reserve the right to approve or deny the return.
- Change of mind: The customer covers all return shipping and customs charges.
- Damaged in transit: Must be reported within 2 days of delivery. We will ensure a favorable resolution.
Item Condition Requirements
- Original packaging: Items returned without their original box and packaging may not be eligible for a refund.
- Unused only: Used or “attempted to be used” items cannot be returned unless you can demonstrate it was necessary to do so (for example, to test for a defect).
Refunds & Currency
- Processing time: We process approved refunds the same day the return is approved, or the day we receive the item back at our facility.
- Bank clearance: How long the funds take to reach your account depends on your bank’s own processing times.
- Currency: Refunds are issued in AED, or in the currency charged at checkout, using the bank-approved conversion rate on the day of settlement.
Contact Us
For any return request or question about this policy, contact us at managers@novitson.com.