Refund and Returns Policy
Last Updated: March 12, 2025
This Return and Refund Policy (“Policy”) outlines the terms and conditions governing returns, exchanges, and refunds for Novuxe fashion apparel products, including t-shirts, hoodies, sweatshirts, and other clothing items. This Policy is incorporated into and subject to our Terms and Conditions.
1. RETURNS AND EXCHANGES
1.1 Ready-to-Wear Items
- We accept exchanges within 24 hours of receiving the order, provided the item is unworn, unwashed, unaltered, and in its original unused condition with tags attached.
- Proof of purchase (order number, receipt, or invoice) must be provided with your exchange request.
- Ready-to-wear items that do not meet these conditions will not be eligible for exchange.
1.2 Custom Orders
- For custom orders, we do not offer refunds or exchanges, as these are tailored to the customer’s specifications.
- This includes items with personalized prints, embroidery, or other custom elements.
1.3 Accessories and Other Fashion Items
- Accessories and other fashion items may be returned or exchanged within 7 days of delivery, provided they are in their original condition with tags attached.
- This includes hats, bags, scarves, and similar non-apparel fashion products.
1.4 Sale Items
- This applies to all items marked as “Sale,” “Clearance,” or “Discounted” at the time of purchase.
- Items purchased on sale are considered final and are not eligible for returns or exchanges.
2. RETURN PROCESS
2.1 Return Responsibility
- Novuxe will not arrange pickup for items being returned.
- Customers are expected to ship or bring the product to our physical store.
- All shipping costs for returns are the responsibility of the customer.
2.2 Return Processing
- Returns will usually be processed upon arrival at the store.
- Once the return has been approved and completed, we will issue a Return Notification.
- Processing may take up to 5 business days from the date we receive your return.
2.3 Exchange Process
- You may exchange for another item after the returned item is approved.
- If the exchange item’s price is higher than the original item being returned, you will need to pay the price difference.
- If the exchange item’s price is lower than the original item, the difference will be issued as store credit.
3. RETURN ELIGIBILITY CONDITIONS
3.1 Eligible Returns
Items must meet the following conditions to be eligible for return or exchange:
- Returned within the specified timeframe (24 hours for ready-to-wear, 7 days for accessories)
- Unworn, unwashed, and unaltered
- Original tags still attached
- Free from perfumes, deodorants, makeup, or other stains
- In original packaging, if applicable
3.2 Non-Returnable Items
The following items are not eligible for return or exchange:
- Custom or personalized orders
- Sale or clearance items
- Items returned outside the specified timeframe
- Items showing signs of wear or use
- Items with removed tags, stains, odors, or damage caused after delivery
4. REFUNDS
4.1 Refund Methods
If a refund is approved, it will be issued using the original payment method:
- Credit/debit card refunds: 3-10 business days to appear on your statement
- Store credit: Immediate
4.2 No Refund Scenarios
Refunds will not be issued for:
- Custom orders
- Sale items
- Items not meeting the return eligibility conditions
- Original shipping charges
5. DAMAGED OR DEFECTIVE ITEMS
5.1 Manufacturing Defects
If an item has a manufacturing defect (faulty stitching, fabric flaws, etc.):
- Contact our Customer Support within 24 hours of delivery
- Provide clear photos of the defect
- We will assess the issue and process a replacement or store credit at our discretion
6. CONTACT INFORMATION
For questions or assistance regarding returns, refunds, or exchanges, please visit our Customer Support page or send an email to hello@novuxe.com
By placing an order or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
