Refund policy


  • The return restrictions stated below apply to orders shipped to the United States and other destinations where permitted by law. For customers in the European Union and the United Kingdom, the EU & UK Returns and Right of Withdrawal section applies. Nothing in this policy limits any mandatory consumer rights under applicable law.Return Window: You have 30 days after receiving your item to request a return only for defective, damaged, or incorrect items.

  • General Returns: Because our items are custom-made-to-order, we do not accept returns or exchanges for buyer's remorse or incorrect sizing.

  • How to Start: Contact us at info@novajoy.us for return authorization and the correct regional address before sending anything back. Unauthorized returns will not be accepted.

  • Cancellations: Orders can be cancelled within 1 hour of purchase before production begins.

  • Return Shipping (United States)

    We do not include prepaid return labels in our packages.

    For approved returns involving defective, damaged, or incorrect items, please contact us at info@novajoy.us before sending anything back. We will review your claim and provide the appropriate return instructions.

    Customers are responsible for arranging the return shipment unless otherwise agreed. For verified product defects, damage, or fulfillment errors, Nova & Joy will cover reasonable return shipping costs when a return is required, or offer another appropriate resolution.

    Unauthorized returns may not be accepted.

    Refund Processing: Once your return or refund request is approved, we will process your refund within 10 days. The time it takes for the funds to appear in your account may depend on your payment provider.

                             EU & UK Returns and Right of Withdrawal

14-Day Right of Withdrawal

For customers in the European Union and the United Kingdom, eligible online purchases may be cancelled within 14 days of receiving the goods, without providing a reason, in accordance with applicable consumer protection laws.

To exercise this right, please notify us at info@novajoy.us within 14 days of delivery. Include your order number and a clear statement of your decision to cancel.

After notifying us, you must return the eligible items within 14 days. Please contact us for the correct return address before shipping any items back.

Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs, unless otherwise required by applicable law. We do not include prepaid return labels in our packages.

Refunds

We will refund the eligible purchase amount, including standard outbound delivery charges where required by law, using the original payment method unless otherwise agreed.

Refunds will be issued within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, as permitted by applicable law.

Exceptions and Faulty Goods

The right of withdrawal may not apply to genuinely personalized products made to a customer's individual specifications, where permitted by law.

Products manufactured on demand using standard designs and options are not automatically excluded from the right of withdrawal.

Your statutory rights regarding defective, damaged, or incorrectly supplied goods remain unaffected.

Contact

For withdrawal requests or questions about returns, please contact info@novajoy.us before sending any products back.

Model Withdrawal Form (EU & UK)

To: Nova Fengjoy LLC
Email: info@novajoy.us

I hereby give notice that I withdraw from my contract of sale for the following goods:

  • Product(s):

  • Order number:

  • Ordered on:

  • Received on:

  • Customer name:

  • Customer address:

  • Date:

Customer signature (only if submitted on paper):

This form is optional. You may also exercise your right of withdrawal by sending a clear statement to info@novajoy.us.