Thank you for shopping with Novelle. We want you to be happy with your purchase. This Refund & Return Policy explains when you can return items, how returns work, and how refunds are issued.

1) Return Window & Eligibility

Return period: You may return eligible items within 14 days from the date you received your order.

To qualify, items must be:

• unused and unwashed

• in original condition

• with all original tags, labels, and packaging attached

We may refuse returns if:

• items show signs of use, damage, stains, odors, or alteration, or

• items are returned outside the 14-day window (where permitted by applicable law)

Non-returnable items: Certain products may be non-returnable for hygiene or other reasons (for example, pillows/bed textiles once used, or “final sale” items). If an item is non-returnable, this will be clearly stated on the product page.

2) How to Make a Return (Step-by-step)

Step 1 — Contact us first
Email: support@novalle.shop 
Include:

• your order number

• the item(s) you want to return

• the reason for the return

Step 2 — Wait for confirmation
We will confirm whether your return is eligible and send return instructions.

Step 3 — Send the return to our warehouse in China
All returns must be shipped to the address below unless we tell you otherwise:

Recipient: Sunny HE
Address: No. 213 Taikang Middle Road, Yinzhou District, 315100 Ningbo City, Zhejiang Province, China
Phone: +86 13848831114

Returns sent to any other address (for example, a U.S. address) cannot be processed.

Step 4 — Keep proof of shipment
Keep your shipping receipt and tracking number until the refund is completed. You are responsible for safe packaging and shipping.

3) Who Pays Return Shipping?

If the item is defective, damaged, or incorrectly delivered:
We will cover reasonable return shipping costs or offer another solution (such as a partial refund without return), at our discretion.
Please contact us first with clear photos and a short description before sending anything back.

For all other returns (e.g., change of mind, style/size not as expected):
You are responsible for all return shipping costs, including any customs duties, import taxes, or handling fees charged by the carrier.

4) Exchanges

Exchanges (for example, a different color, pattern, or size where applicable) may be possible depending on availability.
Contact us first at support@novalle.shop  before returning anything so we can confirm your options.

Exchanges follow the same rules and return address as above. In some cases, it may be faster to place a new order and return the original item for a refund.

5) Refunds (Inspection, Amount, Timing)

Inspection: When your return arrives at our warehouse, we inspect it.

If approved: Refunds are issued to the original payment method.

Refund amount:

• We refund the product price minus any non-refundable shipping fees you originally paid (if any).

• We may reduce the refund for loss of value if items are not returned in original condition, as permitted by applicable law.

Processing time:
Please allow up to 5 business days from the date we receive your return for us to process the refund. Your bank/payment provider may take additional time to post it.

6) If Your Item Arrives Defective or Damaged

If your Novelle product arrives defective, damaged, or materially not as described, contact us within a reasonable time after delivery:

Email: support@novalle.shop 
Attach clear photos and a short description of the issue.

Where required by law, you may be entitled to repair, replacement, or refund. We will work with you on a fair solution and may offer:

• a free replacement,

• a partial refund, or

• a full refund once the item is returned.

7) Chargebacks

If there’s an issue with your order, please contact us first at support@novalle.shop before filing a chargeback. We aim to resolve issues fairly. Unjustified chargebacks may be disputed with your bank or payment provider.

8) Your Legal Rights

This Refund & Return Policy does not limit any rights you may have under applicable U.S. federal or state consumer protection laws. If those laws grant additional rights beyond what’s described here, those rights remain in force.