Refund policy

Thank you for choosing Novaic. We guarantee that all Novaic products are strictly tested by our quality inspectors before delivery. If you have any questions after receiving the product, please contact us by email: support@novaicpower.com.

The following "Return and Refund Policy" applies to Novaic products.

We have a 30-day return policy, which means you have 30 days to request a return after receiving the item. After you request a return via email, we will respond to you within 24 hours.

To be eligible for a return, your item must be in the same condition as you received it, unworn or unused, with tags attached, and in its original packaging. You will also need to provide a receipt or proof of purchase when requesting a return.

In the following cases, the shipping costs of returns will be borne by Novaic or the customer.

Novaic will pay the return shipping costs if the reason for the return is due to our error.
Examples of situations may include:
① The product is defective upon arrival and cannot be repaired with replacement parts.
② We shipped the wrong product.
③ We shipped it to the wrong address.
④ We sent a duplicate order.
⑤ The product fails within the 30-day return period. (The customer should install and operate the product correctly according to the product manual instructions.)

Special Circumstances:

If the product has quality problems, the user needs to return it to Novaic's designated warehouse in the United States, and Novaic will bear the shipping costs. However, if the user's return address is different from the original shipping address (for example, if the shipping address is within the United States, but the return address is in a remote or international location), resulting in shipping costs exceeding Novaic's initial shipping costs, the user will be responsible for paying the additional shipping costs.

IMPORTANT
For damaged or defective merchandise received, customers must provide video or photos to support claims of damaged or faulty merchandise. If a customer refuses or fails to provide video or photos of a claimed faulty/damaged item, this return will be considered "buyer's remorse" and the customer will be solely responsible for shipping it back.

If a customer claims that an item is defective/damaged, the customer must provide proof prior to returning the item, no exceptions.

If a return request for damaged/defective merchandise can be resolved with simple parts and support, we can offer the option of free replacement parts and provide advice on how to repair the item if the customer feels that is a simpler solution so that you don't have to ship back a large, bulky item.

Once we receive an approved return item, we will review its condition. If the item is found to be defective, we will issue a refund within 3 business days.

Novaic will provide the customer with a prepaid return shipping label and the return shipping costs will be deducted from the refund. And, the refund amount will be reduced by a 6% transaction fee charged by Shopify.

Please note that any orders with special shipping rates are subject to our actual outbound shipping costs.

After the 30-day return period, if the item is defective or faulty, the customer can use the Novaic warranty policy to repair it. Please refer to the Novaic Warranty Policy for details.

Since we have warehouses in different locations to receive returned products, please contact Novaic Customer Service via email (support@novaicpower.com) to obtain the return address.

Customers can return or refund products within 30 days from the date they received the product. Please retain your receipt or proof of purchase.

Once we receive and inspect your return, we will notify you and let you know if the refund is approved. If approved, the customer will automatically receive a refund within 3 business days through the original payment method. Keep in mind that it will also take some time for the paying bank or credit card company to process and issue the refund.

If one of the following conditions is met, you can request a return and refund:
① Within 30 days after receiving the goods, the customer finds that the product is damaged during transportation and can provide proof of damage;
② Within 30 days after receiving the goods, the customer finds that the product is seriously inconsistent with the original product description in one or more important aspects;
③ Within 30 days after receiving the goods, the customer finds that the product has a performance failure that is not caused by human damage. The customer should assist us in completing all battery tests and both parties confirm that the product does have quality problems.

Novaic will typically ship your order within 1-2 business days. If you need to cancel your order, please contact Novaic to cancel your order as soon as possible, and if the product is not shipped, the customer will receive a refund within 2 days. The refund amount will be reduced by a 6% transaction fee charged by Shopify.

If the customer refuses to accept the delivery without a valid reason, he will be responsible for both the shipping and return costs.

When a customer cancels an order but the product has been shipped, the customer will need to personally refuse the package, and the refund will be processed within 7 business days after the package returns to our warehouse.
To cancel your order, please contact us at support@novaicpower.com.

For more information about our privacy practices, if you have any questions, or if you would like to make a complaint, please contact us at support@novaicpower.com.