Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at novaislandshop.online@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at novaislandshop.online@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at novaislandshop.online@gmail.com.

Return & Refund Policy

At Nova Island Shop, customer satisfaction is important to us. We want you to feel confident when shopping with us.

30-Day Return Policy

We accept eligible return requests within 30 days of delivery.

To be eligible for a return, your item must be in the same condition in which you received it, unused or unworn, with tags where applicable, and in its original packaging. You may also be asked to provide proof of purchase.

To request a return, please contact us at novaislandshop.online@gmail.com before sending any product back.

Please do not return products to the address shown on the original shipping package without contacting us first. Depending on the product and fulfillment location, the appropriate return address may be different.

If your return is accepted, we will provide instructions on where and how to return your item. Items returned without prior authorization may not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible at novaislandshop.online@gmail.com.

Please include your order number, a description of the problem, and clear photos or videos showing the issue when applicable.

After reviewing your claim, we will work with you to provide an appropriate solution, which may include a replacement or refund.

Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or other reasons not caused by an error or defect, the customer may be responsible for return shipping costs, except where applicable law requires otherwise.

If an item is confirmed to be damaged, defective, or incorrect due to our error or that of our fulfillment partners, Nova Island Shop will provide an appropriate remedy in accordance with applicable consumer law.

Original shipping charges are generally non-refundable unless required by applicable law.

Non-Returnable Items

Certain products may not be eligible for return, including:

Perishable goods
Personalized or custom-made products
Gift cards
Digital products
Personal care, beauty, cosmetic, or hygiene products that have been opened or used, where return restrictions are permitted by applicable law
Products that cannot be returned for health or hygiene reasons after their seal has been broken, where permitted by applicable law

Please contact us before purchasing if you have questions about whether a particular product is eligible for return.

Exchanges

If you would like a different item, size, or variation, please contact us at novaislandshop.online@gmail.com. We will advise you of the available options based on your order and location.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds will be issued to your original payment method. Processing times may vary depending on your bank, card issuer, or payment provider.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at novaislandshop.online@gmail.com.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been shipped, cancellation or modification may no longer be possible.

International Orders

Return procedures and return addresses may vary depending on the customer's country and the fulfillment location of the product.

Customers should contact us before returning an international order so that we can provide the correct instructions.

Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country or region.

European Union Customers

Where applicable, customers in the European Union have statutory rights regarding online purchases, including the right to withdraw from certain distance contracts within 14 days of receiving the goods, subject to applicable exceptions.

These statutory rights are separate from and are not limited by our voluntary return policy.