Refund policy

Returns & Refunds Policy

Change of Mind Returns

At Novaq, we understand that circumstances may change after a purchase has been made. However, we do not offer refunds for change of mind, incorrect product selection, accidental purchases, or where the customer has ordered the wrong item.

Please ensure you carefully review your order before completing your purchase.

Returns requested due to change of mind, incorrect product selection, or customer ordering error may be considered solely at Novaq's discretion and must be authorised in writing by our customer support team prior to being returned.

Any approved discretionary return must meet the following conditions:

  • The request must be made within 30 days of receiving the order.

  • The item must be unused, unopened, in its original packaging, and in the same condition in which it was received.

  • Proof of purchase must be provided.

  • Return shipping costs are the responsibility of the customer.

  • Original shipping charges are non-refundable.

Items returned without prior authorisation will not be accepted.

To request a return, please contact support@shopnovaq.com.

Sale Items

All sale, promotional, clearance, discounted, bundle, and special offer items are final sale and are not eligible for return, exchange, or refund for change of mind, incorrect product selection, or accidental purchase.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if you receive a defective, damaged, or incorrect item so that we can assess the issue and provide an appropriate remedy.

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Non-Returnable Items

We do not accept returns for:

  • Sale, clearance, promotional, or discounted items.

  • Gift cards.

  • Personalised or custom-made products.

  • Personal care products.

  • Hazardous materials, flammable liquids, or gases.

Exchanges

If you have ordered the wrong product, an exchange may be considered at Novaq's sole discretion. Approved exchanges require the original item to be returned in unused and resalable condition before a replacement product is dispatched.

Refunds

Refunds are only issued where required under Australian Consumer Law or where otherwise approved at Novaq's sole discretion.

If a return is approved, refunds will be processed to the original payment method after the returned item has been received, inspected, and approved by our team.

Please allow up to 10 business days for the refund to appear in your account once processed.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.