Refund policy

Order Cancellation Policy

You may request a cancellation of your order within 12 hours of purchase. To cancel, please email support@getnovavibe.com. Once an order has been processed for fulfillment (after 12 hours), we cannot cancel the shipment.

1. The "Arrival" Rule (Outer Damage)

• Timeline: 24 Hours.

• Policy: You must report any physical/outer damage (cracks, scratches, broken parts) within 24 hours of the tracking showing "Delivered."

• Requirement: High-resolution photos of the damaged item and the shipping box are mandatory.

• Note: After 24 hours, any physical damage is assumed to be caused by user handling and is not eligible for a refund.

2. Internal Functional Warranty

• Timeline: 14 Days.

• Policy: We cover internal manufacturing defects or functional failures (e.g., a device stops heating or working) for 14 days.

• Exclusion: This does not cover damage caused by accidents, water spills, or dropping the device.

3. The "No-Fault" Benefit (Exchange Perk)

If the product is perfect but you want to change it:

• The "Keep It" Discount: If you want a different product but don't want to ship the old one back, we will give you a 35% Discount Code for your next order. You get to keep both!

4. Refund Processing Time

Once your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment within 7 to 10 business days.