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Refund policy

1. Global 60-Day Risk-Free Trial (Non-EU Customers)

We offer a 60-day money-back guarantee on our products. You can try our devices as much as you like. If you are not satisfied, simply contact our customer support team via live chat, phone, or email at support@novaalab.com within 60 days of your purchase date to activate our standard return procedure.

  • Timeline Limit: If 60 days have passed since your purchase date, we unfortunately cannot offer a refund or an exchange under this program.

  • Condition: To be eligible for a standard return, your item must be in the same condition that you received it and must be returned in its original packaging.

  • Return Shipping: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, any return shipping costs absorbed by NovaaLab will be deducted from your total payout.

  • Shipping Insurance: If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

2. Right of Withdrawal for European Union (EU) Consumers

If you reside within the European Union, you are legally entitled to a statutory Right of Withdrawal under EU Directive 2023/2673. This allows you to cancel your purchase contract without providing a reason.

  • The Withdrawal Window: You have 14 days to withdraw from the purchase contract. The 14-day clock begins strictly on the day the final item of your order is physically delivered to you or a designated third party.

  • How to Exercise Your Right Natively: To withdraw from your contract electronically, you do not need to log into an account or chat with an agent. Simply click the "Withdraw from contract here" link located in our website footer, or navigate directly to our dedicated digital withdrawal form. Input your name and order number to instantly confirm your cancellation request.

  • Instant Acknowledgment: The exact moment you submit your digital request, our platform will automatically send a timestamped confirmation of receipt to your email address.

  • Handling & Diminished Value: Under EU law, you have the right to open the packaging and inspect the device to establish its nature and functioning. However, if the device is returned with extensive signs of use, damage, or missing components beyond what is necessary to inspect it, we reserve the right to deduct an amount from your refund to cover the item's diminished value.

3. Refunds, Processing, & Processing Windows

Inspection & Approval

Once your returned item is received and inspected at our fulfillment warehouse, we will send you an email notifying you that we have received it. We will also notify you of the approval or rejection of your refund based on the conditions stated above.

Payout Timelines

If approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment within a few business days.

  • Note for EU Withdrawals: In accordance with EU regulations, refunds for valid contract cancellations will be processed within 14 days of your electronic submission. However, we reserve the right to safely withhold the actual payout until we either receive the device back at our facility or you supply validated proof of return shipping.

Late or Missing Refunds (If Applicable)

If you haven’t received your refund payout yet:

  1. First, check your bank account again.

  2. Next, contact your credit card company; it can often take a few business days before a refund is officially posted by their networks.

  3. Next, contact your bank, as they typically require independent processing windows before a credit drops.

  4. If you’ve completed these steps and your refund has still not appeared, please contact us immediately at support@novaalab.com.

4. Exchanges & Gifts

  • Exchanges: We only replace items if they arrive defective or damaged from the manufacturer. If you need to exchange a broken unit for the exact same model, send us an email at support@novaalab.com.

  • Gifts: If the item was not explicitly marked as a gift when purchased, or if the gift giver had the order shipped directly to themselves to give to you later, any applicable refund will be sent to the original purchaser (the gift giver), who will be automatically notified of the return workflow

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