Return / Refund Policy

📋 Return & Refund Overview

Return, replacement and refund availability can depend on the product, seller, reason for return, product condition and applicable order terms.

Before returning any product, customers should check the return information available for the particular product or order.

✅ Eligible Return Reasons

Depending on the product and applicable terms, a return or replacement request may be considered for situations such as:

• Product received damaged.
• Product received in defective or non-working condition.
• Wrong product received.
• Product missing from the order.
• Product does not match the applicable order description, where eligible.
• Other reasons specifically covered by the applicable product or seller return terms.

🔄 How to Request a Return

• Log in to your ShipNovaShop customer account.
• Open your order details.
• Select the applicable return or support option, if available.
• Select the reason for the request.
• Provide the required details and photographs or other information when requested.
• Submit the request for review.

📦 Product Condition for Return

Where a return is approved, the product should generally be kept in the condition required by the applicable product return terms.

• Keep the original packaging where applicable.
• Include accessories and other items supplied with the product where applicable.
• Do not intentionally damage, alter or misuse the product after receiving it.
• Keep the invoice or order information available.

⚠️ Products That May Not Be Returnable

Certain products may have different return conditions or may not be eligible for return because of their nature, hygiene requirements, customization, usage, seller terms or applicable restrictions.

Customers should check the applicable product information and order details before placing an order.

📸 Damaged Product Received

If you receive a visibly damaged package or product, please report the issue as soon as possible through the applicable customer support or order-return process.

📦 Wrong Product Received

If the product delivered to you is different from the product ordered, please contact ShipNovaShop support and provide the order information and relevant product photographs.

❌ Order Cancellation

Order cancellation may be possible before an order reaches certain stages of processing or dispatch.

Once an order has been dispatched or is out for delivery, cancellation options may be limited.

⏳ Refund Not Received

If your refund has been approved but has not appeared in your account within the applicable processing period, please first check your bank or payment provider statement.

If the refund is still not visible, contact ShipNovaShop support with your order number and refund information so that the issue can be reviewed.

📌 Important Information

• Return and refund eligibility can vary by product.
• Some products may have specific return conditions.
• A return request may require verification.
• Refunds are subject to successful approval and processing.
• Customers should retain order information and relevant product evidence until the issue is resolved.
• Applicable laws and consumer rights remain unaffected by this policy.