Return & Refund Policy
Last Updated: October 19, 2026
At Novelleaa, we want our customers to have a clear and straightforward shopping experience. If you encounter a problem with your order or wish to request a return, our customer support team is available to review your request and explain the next steps.
This Return & Refund Policy describes the general conditions and procedures for requesting returns, exchanges, and refunds for purchases made through novelleaa.com.
Return Eligibility
Return requests should generally be submitted within 14 days after the order is received.
To begin a return request, please contact our customer support team at:
Please contact us before sending any product back and wait for our return instructions.
Return eligibility will be assessed based on the reason for the request, the condition of the product, the information provided, and applicable consumer protection laws.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted.
Reasons for Requesting a Return
You may contact us to request a return or other appropriate resolution in circumstances such as:
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The product arrives damaged.
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The product is defective.
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You receive an incorrect item.
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An item is missing from your order.
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The product materially differs from the item described or purchased.
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You have another return request that may qualify under this policy or applicable law.
Please contact us as soon as reasonably possible after discovering an issue so that we can review the circumstances.
How to Request a Return
To submit a return request, please email:
Please include the following information where applicable:
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Your order number;
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The name and email address used when placing the order;
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The product you wish to return;
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The reason for your request;
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Photos or videos showing the issue, if applicable.
Our customer support team will review your information and provide further instructions.
Please do not send any product back before receiving return instructions from us.
Product Condition
When requesting a return, please keep the product and its included components, accessories, and packaging in reasonable condition where applicable.
Depending on the circumstances, we may need to review the product's condition and the information provided before determining the appropriate resolution.
Product condition requirements will be applied subject to applicable consumer protection laws and any rights that cannot legally be restricted.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, incomplete, or materially different from the product ordered, please contact us as soon as possible.
To help us assess the issue, please provide:
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Your order number;
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A description of the problem;
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Clear photos or videos, where applicable.
We will review the information and explain the appropriate next steps. Depending on the circumstances, the resolution may include a replacement, refund, or another remedy available under our policies and applicable law.
Refund Eligibility
Submitting a return request does not automatically mean that a refund has been approved.
We will review each request based on the applicable return conditions, the reason for the request, the product's condition, and the information provided.
If a refund is approved, we will communicate the outcome and any relevant next steps.
Nothing in this section limits any refund or other remedy required by applicable law.
Refund Processing
Approved refunds will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.
After we initiate a refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
If you have questions about a refund that has been approved or processed, please contact our customer support team.
Return Shipping Costs
Return shipping arrangements and any applicable shipping costs depend on the circumstances of the return, the reason for the request, and applicable law.
If you receive a damaged, defective, or incorrect item, please contact us before arranging a return so that we can review the issue and provide instructions.
Please do not assume that return shipping costs will be reimbursed unless this has been confirmed by our customer support team or is required by applicable law.
Exchanges and Replacements
If you receive a damaged, defective, or incorrect item and would prefer an exchange or replacement, please contact:
We will review your request and explain the available options based on the circumstances, product availability, and applicable requirements.
Where an exchange or replacement is not available or appropriate, another resolution may be offered as required by our policies or applicable law.
Order Cancellations
If you need to request an order cancellation, please contact us as soon as possible at:
We will review your request according to the current status of your order.
Once an order has entered processing, fulfillment, or shipment preparation, cancellation may no longer be possible.
If an order is cancelled after payment has been received, any applicable refund will be handled in accordance with the circumstances of the order and applicable law.
Late Return Requests
Return requests submitted after the general 14-day period may not qualify under our standard return process.
However, this does not affect any mandatory rights or remedies available under applicable consumer protection laws.
If exceptional circumstances apply, please contact our customer support team and explain your situation so that we can review your request.
Return Instructions and Address
Before returning a product, please contact our customer support team and wait for specific instructions.
Do not send products to the business address listed on this website unless our customer support team specifically instructs you to do so.
The business address provided in our company information is for business identification and contact purposes and should not be assumed to be a return or shipping address.
Changes to This Policy
We may update this Return & Refund Policy from time to time to reflect changes to our business practices, services, or applicable legal requirements.
Any revised version will be published on this website with an updated revision date where appropriate.
The version applicable to a particular order will be determined in accordance with applicable law.
Contact Us
If you have questions about returns, refunds, exchanges, or order cancellations, please contact us using the details below.
Customer Service Email:
service@novelleaa.com
Business Phone:
+86-27-88861566
Brand Name:
Novelleaa
Legal Company Name:
Wuhan Mingguangbo Trading Co., Ltd.
Business Address:
No. 118, Xiehu Avenue, Zhurushan Sub-district, Caidian District, Wuhan City, Hubei Province, P.R.China (Attached 800)
Website:
novelleaa.com
Novelleaa is operated by Wuhan Mingguangbo Trading Co., Ltd.