Refund policy
Here at Nova Tress, we want for our customers to be happy and satisfied with their purchases. If you are not happy with your purchase, please make sure to contact us via email at NovaTress@outlook.com. All merchandise returns must be unworn, unwashed, original uncut lace, original undispersed curl pattern and still, have the original packaging. If all of the listed terms are met, then a Gift Card will be sent to you electronically for future use on our website. The Gift Card does not expire.
Helpful Hint:
1.We recommend shipping packages back using USPS Flat Rate shipping with a tracking number for convenience, as we are not responsible for lost packages or stolen packages. Without proof of receipt and delivery, we will not issue return credit. You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
2.Returned items must be unworn and unwashed and uncut and un-styled (free of any stains from makeup, or wear) with gifts and product package attached. Defective items must be reported with Email within 7 days of receiving item. You will not receive credit if this is not completed. If you believe you have received an incorrect item, please contact us within 7 days of receiving your package. Report email: NovaTress@outlook.com .
3.Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product. If the returning is due to buyer’s problem. We do not provide return shipping labels. A restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.
Refund:
1.If the returning is due to our fault (Such as: Incorrect products), we will provide a full refund for you;
2.If the returning is due to buyer’s issues (Such as: Don’t like/want, Order wrong product/size ), we will remove $20 from your refund as loss of freight and handling fee, and you must contact us for returning within 14 days of receiving.
3.Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. If you no longer use the original card, please contact us in advance.
Cancellation & Exchange:
You can cancel your order/item within 2 hours through our customer service phone number 1.888.201.0966. If more than 2 hours have passed, we cannot guarantee cancellation.
If you want to change order before shipping out, you will be charged for $5; Once your order has been shipped out, we will not be able to change/cancel it for you.
After the order is shipped out, if you need to exchange it for the same item, send us an email at NovaTress@outlook.com or call customer service at 1.888.201.0966 for the steps on returning order.
Reserved Rights Regarding Returns:
Nova Tress reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
1.An irregular or excessive returns history;
2.An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
3.Potential fraudulent or criminal activity.
The incorrect items sent to us will be discarded upon receipt.
Excessive Returns: Our Customer Service Team also handles situations in which a customer return history may be indicative of fraudulent activity. In such situations, the Customer Service Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all customers across the globe.