Refund & Return Policy

Last Updated: June 28, 2026

At Nova Grab, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.

10-Day Return Policy

We offer a 10-day return policy from the date you receive your order. To be eligible for a return, your item must:

• Be returned within 10 days of delivery.

• Be unused, unworn, and in its original condition.

• Be returned with all original packaging, tags, and accessories.

• Have proof of purchase (Order ID or invoice).

Non-Returnable Items

The following items cannot be returned:

• Products that have been used or damaged by the customer.

• Items without original packaging.

• Personal care or hygiene products that have been opened.

• Customized or personalized products.

• Gift cards or digital products (if applicable).

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with clear photos or videos of the item and packaging.

We will review your request and arrange a replacement or refund if eligible.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

• Your refund will be processed to your original payment method.

• Refunds are typically completed within 5–7 business days, depending on your bank or payment provider.

Shipping charges (if any) are non-refundable unless the return is due to our error.

Exchanges

We only replace items if they are defective, damaged, or you received the wrong product.

Return Shipping

If the return is due to our mistake (wrong or damaged item), we will cover the return shipping cost.

For all other eligible returns, the customer may be responsible for the return shipping charges.

Order Cancellation

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at novagrab26@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at novagrab26@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at novagrab26@gmail.com.

Orders can be cancelled only before they are shipped.

Once an order has been shipped, it cannot be cancelled. You may request a return after delivery if your order qualifies under our return policy.

Contact Us

For any return, refund, or exchange request, please contact us:

Nova Grab

Email: novagrab26@gmail.com

Please include your Order ID, your reason for the request, and any relevant photos or videos to help us process your request quickly.