Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any order with custom specifications or dimensions as requested by the customer are not eligible for a refund. CC processing fees, package protection plans and expedited production fees are not eligible for a refund.
There are certain situations where only partial refunds are granted (if applicable)
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 30 days after purchase
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Each box of wood planks, exterior cladding, ash decking, primed shiplap, thermo fluted cladding, flooring, peel & stick planks, oak slat wall panels, siding, composite and aluminum products returned is subject to a $25 restocking fee which will be deducted from the balance of your refund. Each piece of trim is subject to a $10 restocking fee which will be deducted from the balance of your refund. All Aluminum Hardware Components are subject to a $5 restocking fee per unit which will be deducted from the balance of your refund. All returns must be in the original packaging and re-sellable condition.
Each mantel or floating shelf returned is subject to a $50 restocking fee which will be deducted from the balance of your refund.
Cancelled orders
Hit the Submit Order button before you’re ready? We’ll do our best to help. During Novano business hours only, you have up to 1 hour from the time you click Submit Order to cancel it without fees by contacting us using one of the following methods:
All ordered cancelled after this 1 hour window will be subject to a 3.5% cancellation fee. Orders that have already shipped cannot be cancelled and you will need to follow the return instructions above.
Refused shipments
In the event that “receiver refused the delivery” without prior written notice, the customer is responsible for 100% of the original shipping cost plus a $25 restocking fee per box which will be deducted from the refunded amount.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@novanousa.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. You are responsible for all return shipping costs, as well as any applicable fees, which will not be reimbursed. If you need to exchange it for the same item, please request an exchange using our online portal.
Discount Codes
Discount codes cannot be retroactively applied to an order once the payment is processed.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your order, please submit a request using our online portal at: https://novanousa.com/shop/return-exchange-request/
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping and the original cost of shipping will be deducted from your refund. Orders are also subject to restocking fees which may vary from product to product.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
