PRODUCT RETURN/EXCHANGE POLICY
60-DAY MONEY BACK GUARANTEE:A sixty (60) day money back guarantee is offered on each of Novus' products and packages. The refund amount will be figured based on the purchase price paid plus tax, where applicable, less any shipping and handling fees. This offer is good one time per product, per Customer. All containers used/unused, full/empty must be returned and must arrive back to our warehouse prior to 60 days after shipment date. All returned orders will be charged a $1.50 processing fee and are subject to a 20% restocking fee deducted from the product price, depending on the reason for return. A restocking fee will be applied on any order that was refused by the Customer upon attempted delivery and any order that is returned due to an issue with the address which was provided by the purchaser. This fee does not apply to returns of incorrectly shipped products or unfulfilled backorders. Refunds are not available on sale, discontinued, closeout or outdated products. Items received for refund after 60 days from shipment date will be returned to the Customer at their own expense and no refund will be issued. No refund shall be given beyond 60 days. The Customer requesting the refund will be contacted by email upon denial. If no email address is available, a letter will be sent to the mailing address on file. All orders returned due to "Incorrect Address" (provided by Customer) or "Failed Attempts" will only be reshipped at the Customer's request and expense.
Items being returned for a refund are returned at the Customer's expense and must include a completed Return Authorization (RA) Form with a Return Authorization (RA) Number provided from Corporate. Any order returned without a completed RA Form will be contacted for instruction. Orders will be held indefinitely until further direction is provided by the Customer and a completed RA Form is received.
Any refund policy or money back guarantees made by Novus on the products/packages sold by Novus are solely intended and will only be extended to the original purchaser of the product. Please note: some third party Customer may make unofficial offers regarding product guarantees that Novus cannot honor. If you have questions about any unusual offers, please contact Novus Customer Support directly for verification.
PRODUCT EXCHANGE:Must be approved by Novus prior to returning product. Exchanges may only be done on un-opened products within sixty (60) days of shipment date. Exchanges are NOT available on sale, closeout, discontinued, obsolete, or outdated products. The replacement product must be of equal value to or greater value than the product being returned (if greater, Customer must pay the difference). Product Packages are not permitted for exchanges. Customer is responsible to pay for the following fees: shipping and handling to return original order back to the return address and shipping and handling to re-ship replacement product.
DAMAGED or MISSING ORDERS:Please contact Novus Customer Support to report any damaged or missing orders within fifteen (15) business days from shipment date. The appropriate shipping carrier will be contacted and an investigation will be conducted. (Based on the carrier this process can take up to fifteen (15) business days). Damaged item(s) must be in the original packaging with the entire original casing. Damaged items may be picked up by the carrier and returned to Novus, unless otherwise directed by Novus. Upon receipt of the item, a new product will be sent out.