Refund policy

Novaire Refund & Return Policy
Last updated: September 4, 2026
REFUND & RETURN POLICY
Shopify store policy · 30-day window · Returns accepted · Refunds issued as store credit
We want you to be happy with your order. If something is not right, you may return eligible items within
30 days of delivery. Approved returns are refunded as store credit only. Cash, original-payment, and
bank refunds are not offered under this policy, except where the law requires otherwise.
Policy snapshot
Topic Our rule
Return window 30 days from the delivery date shown on tracking
What we accept Returns of eligible items that meet the condition rules below
Refund method Store credit only (no cash back to the original payment method)
Photo proof Required before we approve a return
Return shipping Customer pays, unless we sent the wrong, damaged, or defective item
Original shipping Not refunded, except when the error was ours
Processing time Store credit issued within 5–7 business days after we inspect the
return
1. Return window
You have 30 calendar days from the date your order is delivered to start a return request. If tracking is
unavailable, the window starts on the estimated delivery date. Requests sent after day 30 will be
declined.
The 30-day clock covers the request itself. Photo proof and all required details must be submitted within
that window. We may still ask you to ship the item after approval.
2. What you can return
To qualify, an item must:
• Have been purchased from our official Shopify store
• Be requested for return within 30 days of delivery
• Be unused, unworn, unwashed, and unaltered
• Include all original tags, labels, accessories, inserts, and packaging where supplied
• Be in resalable condition after inspection
• Be accompanied by photo proof and the original order number

3. Items we cannot accept
The following are not eligible for return, exchange, or store credit unless they arrived damaged,
defective, or incorrect:
• Items requested after the 30-day window
• Items used, worn, washed, altered, or missing tags or parts
• Items returned without prior approval or without the required photos
• Final sale, clearance, or “as-is” items marked as non-returnable
• Custom, personalized, made-to-order, or print-on-demand items
• Digital products, downloadable files, gift cards, and existing store credit
• Perishable goods and opened hygiene, beauty, or intimate items
• Items returned incomplete when sold as a set or bundle
If you are unsure whether an item qualifies, email us before you ship anything.
4. Photo proof is required
We will not approve a return, exchange, or store credit until we receive clear photos. Photos help us
confirm condition, identify shipping damage, and prevent fraud. Blurry, cropped, dark, or stock-style
photos may be rejected.
Send these photos with every request
1. The full item from the front and back, in good lighting
2. Close-ups of tags, labels, serial numbers, or size markings
3. The original packaging and any included accessories
4. Any defect, stain, damage, or difference from the product listing
5. The packing slip, invoice, or a screenshot of the order confirmation showing the order number
Accepted formats: JPG, JPEG, PNG, or HEIC. Do not send links that expire. Do not edit photos in a
way that hides condition.
If the item arrived damaged, also photograph the outer shipping box, inner packaging, and the shipping
label. Report transit damage as soon as possible after delivery.
5. How to start a return
1. Email [SUPPORT EMAIL] with the subject line “Return request — Order #______”.
2. Include your full name, order number, item(s) to return, and the reason for the return.
3. Attach the required photo proof.
4. Wait for written approval and return instructions. Do not ship until we approve the request.
5. Pack the item securely in the original packaging when possible. Include a copy of the order
number inside the box.

6. Ship the item to the address we provide and send us the tracking number.
Returns shipped without prior approval, without photos, or to the wrong address may be refused or
returned to you at your expense. We are not responsible for returns lost in transit if you did not use a
trackable service.
6. Refunds are issued as store credit
If your return is approved after inspection, we will issue store credit equal to the purchase price of the
returned item(s), excluding non-refundable charges listed below.
• Store credit is added to the customer account or email address used on the original order.
• Store credit may be used on a future order in our Shopify store.
• Store credit is not redeemable for cash, is not transferable, and cannot be refunded to a card or
bank account.
• Store credit does not expire unless a different expiry is stated on the credit itself.
• If the original order used a discount code, store credit is based on the amount actually paid for
the returned item, not the pre-discount list price.
• If an item is returned incomplete or not in the required condition, we may refuse the return or
issue partial store credit.
We do not refund to the original payment method. Choosing store credit is a condition of our voluntary
return program for change-of-mind and standard returns.
7. Damaged, defective, or incorrect items
If we sent the wrong item, or the item arrived damaged or defective, contact us within the 30-day
window and include photo proof as described above.
In those cases we will, at our option:
• Send a replacement, or
• Issue store credit for the item, and
• Cover reasonable return shipping after we approve the claim
We may ask you to ship the item back, donate it, or dispose of it if return shipping is impractical. A
claim can still be declined if photos do not support the issue, if the damage was caused after delivery,
or if the item was used beyond reasonable inspection.
8. Exchanges
If you want a different size, color, or item, say so in your return request. We can often convert an
approved return into an exchange. The replacement ships after we receive and inspect the original
item, unless we agree otherwise. If the new item costs more, you pay the difference. If it costs less, the
unused amount is added as store credit.
9. Shipping, duties, and fees
• Outbound shipping charged on the original order is not refunded, except when we made an
error.
• The customer pays return shipping for change-of-mind returns.
• We recommend a trackable, insured service. Risk of loss stays with the sender until we confirm
receipt.
• International customers are responsible for return postage, duties, and customs charges unless
the error was ours.
• We do not refund payment-processing fees, third-party shipping protection, or gift-wrapping
unless required by law.
10. After we receive the return
We inspect every return. You will receive an email when the return is approved or declined. Approved
store credit is typically issued within 5–7 business days after inspection. If we decline a return, we will
explain why. We may ship the item back at your expense if you want it returned.
11. Cancellations
If you contact us before the order ships, we will try to cancel it. If we successfully cancel the order
before fulfillment, we will refund the cancelled amount as store credit. Once an order has shipped, this
return policy applies instead.
12. Chargebacks and payment disputes
Please contact us first so we can resolve the issue. Opening a chargeback while a return is in process
may delay or close the return. We will provide order, delivery, photo, and policy records to the payment
provider when a dispute is filed.
13. Consumer law notice
This policy describes our voluntary store return program. It does not replace rights that cannot be
waived under the consumer laws that apply to you. In some places, including parts of the European
Union, United Kingdom, Australia, and certain U.S. states, you may have additional rights for faulty,
misdescribed, or withdrawn purchases. Where those laws require a different remedy, we will follow the
law.
14. Contact
Questions and return requests:
• Email: shop.novaire.support@gmail.com
• Store: Novaire — novaire.fit
Novaire Refund & Return Policy
Last updated: September 4, 2026 Page 5
• Returns mailing address (use only after approval): [RETURNS ADDRESS]
We typically respond to complete requests within 1–2 business days.
15. Changes to this policy
We may update this policy from time to time. The version posted on our store at the time you place an
order is the version that applies to that order