Last Updated: September 2026

At NovaCart, we want you to have a smooth and reliable shopping experience. If you need to cancel an order or have an issue with a product you received, our team is here to help.

Order Cancellation

If you need to cancel your order, please contact NovaCart customer support as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.

Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, you may request a return in accordance with the return conditions outlined below.

Return Eligibility

A return may be accepted when the product meets the applicable requirements of our return policy.

Depending on the circumstances, products may need to be:

• Unused or in an acceptable condition
• Returned with the original packaging, where applicable
• Accompanied by the original order information
• Returned within the applicable return period

Certain products may not be eligible for return due to hygiene, safety, usage, or other applicable restrictions.

Damaged or Defective Products

If your order arrives damaged or the product is defective, please contact us as soon as possible.

To help us investigate the issue, we may request:

• Order number
• Description of the problem
• Clear photographs or video of the product
• Photographs of the packaging, where relevant
• Any other information reasonably required by our support team

After reviewing the issue, NovaCart may provide a replacement, refund, or another appropriate resolution, depending on the circumstances.

Incorrect Product

If you receive a product that is different from the item you ordered, please contact our customer support team as soon as possible.

We will review your order details and work with you to resolve the issue.

Products Damaged Through Misuse

Returns, refunds, or replacements may not be available where a product has been damaged because of:

• Improper use
• Accidental damage
• Modification or alteration
• Failure to follow product instructions
• Improper storage or handling
• Normal wear and tear

Refunds

If your refund is approved, it will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Return Shipping

Where a return is approved, the responsibility for return shipping may depend on the reason for the return and the applicable circumstances.

NovaCart will provide return instructions when a return is approved.

Please do not send a product back without contacting our support team first.

Non-Returnable Situations

A return, refund, or replacement may not be available when:

• The request is submitted outside the applicable return period
• The product has been damaged through misuse
• The product has been altered or modified
• The product does not meet the applicable return conditions
• The customer does not follow the provided return instructions

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

How to Request a Return, Refund or Cancellation

To request a cancellation, return, refund, or replacement, contact NovaCart customer support with:

Order Number:
Name:
Email Address:
Reason for Request:
Photos/Videos: Where applicable

Our support team will review your request and provide the next steps.

Contact Us

Need help with your order? We're here for you.