Return & Refund Guidelines

At Noovi, we offer carefully selected products designed to help you achieve a better quality of life.

We stand behind the effectiveness of our products and offer a 90-day satisfaction guarantee.

Return, refund and cancellation guidelines and frequently asked questions:

HOW DO I CONTACT YOU?

Our customer support team is available every day and responds within 24 hours.

You can reach us at:

To help us handle your enquiry as quickly as possible, please include the following in your email: order number, your query or issue, and the email address (along with full name) used at the time of purchase.

We respond within 48 hours.

AM I ELIGIBLE TO RETURN MY PRODUCTS?

Yes, you have the right to return your products within 90 days of the delivery date.

You will also need proof of purchase and a tracking number for the return to be confirmed.

How to start a return:

Send an email to our customer support at: support@trynoovi.com

Follow the instructions provided by our support team. Once your request has been approved, you will receive an email with return and postage instructions.

Returns must be sent to the US return address provided by our support team using a tracked delivery method.

A tracking number and proof of postage are required.

The customer is responsible for return postage costs and any associated charges, such as customs handling.

Return postage is not covered by Noovi.

WHICH ITEMS ARE NON-REFUNDABLE?

Our 90-day satisfaction guarantee gives you a risk-free experience with all of our products.

RETURNED TO SENDER (RTS):

Has your order been returned to sender?

Send an email to our customer support at: support@trynoovi.com

Return-to-sender orders may be re-dispatched upon request. A $30 restocking fee applies.

If you do not wish to receive a re-delivery, refunds for RTS orders are processed within 5–7 working days, with an automatic deduction of $30 for restocking fees where the return was caused by customer error during delivery.

EXCHANGES:

The quickest way to ensure you receive the correct product is to return the item you purchased.

Once the return has been approved, you will receive a full refund and can then purchase the desired product separately.

I'VE RECEIVED A DAMAGED ITEM — WHAT DO I DO?

If your product is damaged, please contact us by email within 7 days of the delivery date.

Include a brief description along with a photo and, if possible, a video of the damaged item.

We will immediately send a free replacement.

For faster handling, please follow this template in your email:

Subject: Damaged or defective product Order number: Full name: Description, photo and ideally video of the defective product: Contact email:

MY PRODUCT WAS LOST IN TRANSIT OR STOLEN:

We recommend contacting your local carrier (e.g. USPS, UPS, FedEx) to report the issue.

If your order was lost in transit, please contact us and we will investigate and resolve the issue immediately.

HOW DO I SEND ITEMS BACK?

To be eligible for a return, the item must be in the same condition as when you received it.

You will also need proof of purchase and a tracking number.

To start a return:

Send an email to: support@trynoovi.com Follow the instructions from our support team. After approval, you will receive postage instructions by email.

The customer is responsible for sending the return.

We do not provide return postage labels.

Items sent back without a prior return request will not be accepted.

The customer is responsible for all return costs and any associated charges, such as customs.

WHAT REFUND OPTIONS ARE AVAILABLE?

Refunds are issued to the original payment card or payment method.

WHAT DOES THE RETURN PROCESS LOOK LIKE?

We will notify you once we have received your valid tracking number confirming the return is on its way, and whether the refund has been approved.

Once approved, the refund is automatically issued to the original payment method within 5-8 working days.

Please note that your bank or card issuer may require additional time to process the refund.

If more than 10 working days have passed since the refund was approved, please contact us at: support@trynoovi.com

HOW QUICKLY WILL I RECEIVE MY REFUND?

Once the product has been returned and inspected, your refund will be promptly processed and a confirmation email will be sent to you.

LATE OR MISSING REFUNDS:

If you have not yet received your refund:

Check your bank account or payment method again Contact your card issuer or payment provider Contact your bank, as processing times may vary

If your refund is still missing after these steps, please contact us at: support@trynoovi.com

CAN I CHANGE OR CANCEL MY ORDER?

Yes, you can cancel your order as long as it has not yet been dispatched.

If the order has already been dispatched, it unfortunately cannot be cancelled, but you are welcome to start a return once you have received the parcel.

OTHER RETURNS:

For damaged or defective items, replacements are sent at no cost and you do not need to return the original item.

Costs incurred in connection with the return are not reimbursed by Noovi.

WE RESERVE THE RIGHT TO AMEND THESE RETURN AND CANCELLATION GUIDELINES AT ANY TIME.

Thank you for choosing Noovi.

We appreciate your trust and look forward to helping you improve your quality of life.

HAVE MORE QUESTIONS?

Don't hesitate to send an email to: support@trynoovi.com

We're here to help :-)

Company Information:

Company name: Velox Commerce LLC

Trading name: Noovi