Refund & Return Policy

At NOVILA Kids, your family’s happiness is our greatest joy. If you are not completely satisfied with your purchase, we offer a straightforward 30-day return policy. Please review the details below to understand your options.

1. Eligibility for Returns

  • Return Window: You may request a return within 30 days from the date your order is delivered.
  • Item Condition: Items must be unused, undamaged, and in their original packaging with all tags and accessories included.
  • Non-Returnable Items: For hygiene and safety reasons, certain items such as opened plush toys with sound modules, personalized toys, and gift cards cannot be returned unless faulty.
  • Inspection Period: Please inspect all products upon arrival, even if they are gifts. We cannot accept claims for damaged items after 14 days of delivery.

2. How to Initiate a Return

  1. Email our support team at [email protected] with your order number, the item(s) you wish to return, and the reason for the return.
  2. We will review your request and provide a return authorization along with the correct return shipping address.
  3. Securely package the item in its original packaging to prevent damage during transit.
  4. Ship the parcel back to us using a trackable shipping service. You are responsible for the return shipping costs unless the return is due to our error.

3. Order Cancellations

  • You may cancel your order within 1 hour of placing it by sending an email to [email protected]. We will confirm the cancellation via email.
  • Once an order has been processed or shipped, it cannot be canceled. In such cases, you may follow the standard return procedure after delivery.
  • No cancellation fee applies if the request is received within the 1-hour window. After that, our return policy takes precedence.

4. Refund Process

  • Once we receive and inspect the returned item(s), we will process your refund within 5–10 business days.
  • Refunds will be issued to the original payment method used during checkout.
  • If the item is returned in its original condition, you will receive a full refund of the product price. A restocking fee of up to 10% may apply only if the item is returned without original packaging or shows signs of use.
  • Original shipping costs are non-refundable, except in cases where the return results from an error on our part (e.g., wrong or defective item sent).
  • You will receive an email notification once the refund has been initiated.

5. Exchanges

  • If you prefer to exchange an item, please indicate this in your return request. Exchanges are subject to product availability.
  • No additional restocking fees are charged for exchanges. However, you may be responsible for any price difference and return shipping costs.

6. Damaged, Defective, or Incorrect Items

  • If you receive an item that is damaged, defective, or not what you ordered, please contact us within 14 days of delivery at [email protected].
  • Include your order ID and clear photographs of the item and packaging. This helps us resolve the issue quickly.
  • We will arrange a prepaid return label, send a replacement, or issue a full refund including shipping, based on your preference and stock availability.

7. Missing or Lost Parcels

  • If your tracking shows the package as delivered but you have not received it, please check with household members, neighbors, and any safe drop locations first.
  • Notify us within 10 days of the delivery scan. We will cooperate with the shipping carrier to investigate. A replacement or refund will be offered after the investigation is complete and if the carrier confirms loss.
  • NOVILA Kids is not liable for parcels lost due to an incorrect shipping address provided by the customer. Please double-check your address at checkout.

8. Returned to Sender / Unclaimed Packages

  • If a package is returned to us because of an incomplete or inaccurate address, or because it was unclaimed, we will contact you to arrange reshipment.
  • Reshipment fees will apply. If you prefer a refund, the original shipping cost and a small handling fee may be deducted.
  • You must notify us within 30 days of the original purchase date for any unclaimed or returned-to-sender parcels.

9. Return Shipping Costs

  • If the return is due to a change of mind or a preference, the customer is responsible for return shipping charges. We recommend using a trackable and insured service, as we are not responsible for packages lost during return transit.
  • If the return is due to our error (defective, damaged, or incorrect item), we will cover the return shipping costs.

10. Customer Support

  • Our friendly support team is here to help. Reach out to us at [email protected] with any questions or concerns.
  • We aim to respond to all inquiries within 24 to 48 hours.

11. Important Notes

  • We cannot guarantee delivery times for special occasions. Please order early to account for possible shipping delays.
  • All refunds and returns are processed in compliance with applicable consumer protection laws in your jurisdiction. Nothing in this policy is intended to limit your statutory rights.
  • We reserve the right to modify this Refund & Return Policy at any time. Changes will be effective immediately upon posting on the Site.