Return & Refund Policy
How to request a return, report an order issue, and receive an approved refund.
Return Window
Eligible products may be returned within 30 calendar days after confirmed delivery, subject to the conditions below. Please contact us before the return window expires.
Starting a Return
Email service@novyqel.com with your order number, the email address used at checkout, the item you wish to return, and the reason for the request. For a damaged, incorrect, or incomplete order, include clear photographs of the item, packaging, and shipping label where relevant.
Our team will review the request and provide the appropriate return instructions and destination if approved.
Return Eligibility
Unless an item arrived damaged, defective, incorrect, or materially different from its description, a returned product should generally be unused, undamaged, complete with its original parts, and in returnable condition.
For baby products, opened hygiene or personal-care items may be ineligible for a preference-based return where stated on the product page or required by applicable law. Original packaging is helpful but a damaged outer shipping carton alone does not automatically make an otherwise eligible product non-returnable.
Return Address
Do not send merchandise to our registered business address without approval. It is not automatically our return warehouse. Customer support will provide the correct destination and instructions for an approved return.
Damaged or Incorrect Orders
Inspect your order promptly. If a product arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us within 7 calendar days after delivery. Include the order number, a description of the issue, and relevant photographs. We will review the case and arrange an appropriate replacement, reshipment, refund, or other reasonable solution.
Return Shipping Costs
For preference-based returns, the customer is generally responsible for return shipping. Original shipping charges are generally non-refundable in these cases.
If the return results from a confirmed error attributable to us, we will provide an appropriate solution without charging the customer for the applicable return shipping. Eligible original shipping charges will also be reviewed.
Inspection & Refunds
After an approved return reaches the designated location, we may inspect it against the return conditions. Once approved, the refund is issued to the original payment method, generally within 5–10 business days. Your bank or payment provider may need additional time to post the funds.
Cancellations
Contact us as soon as possible if you need to cancel or change an order. We will make reasonable efforts to help before fulfillment begins. Once an order has been dispatched, the return process may apply instead.