Refund policy

120-Day Risk-Free Return Policy

At NovoPure™, customer satisfaction is our priority. That’s why we offer a 120-day risk-free return policy. You are free to open the packaging, test the product, and use it as intended. If it does not meet your expectations, we will accept your return—even if the package has been opened.

Return Window

You have 120 days from the date of delivery to request a return.

Return Eligibility

To be eligible for a return:

  • A valid proof of purchase (such as your order confirmation or receipt) is required.

  • The product should be in a condition that reflects normal use. Opened products are accepted; however, returns of items that are intentionally damaged, excessively worn, or misused may be declined.

To initiate a return, please contact us via email (info@getnovopure.com) or our contact form. Once your return is approved, we will provide you clear instructions on how to return your package.

Please note: Items returned without prior approval will not be accepted.

Damages and Issues

We ask that you inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, please contact us immediately so we can evaluate the issue and provide a solution.

Exceptions / Non-Returnable Items

Certain types of items are non-returnable, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized items

  • Personal care products (e.g., cosmetics, opened hygiene items)

  • Hazardous materials (e.g., flammable liquids or gases)

If you are unsure whether your item is eligible for return, please contact us prior to sending it back.

Exchanges

If you wish to exchange a product, we recommend completing the return process and placing a new order once the return is accepted.

European Union Customers – 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you are entitled by law to cancel or return your order within 14 days of receipt, for any reason and without the need to provide justification. The product must be in the same condition as received—unused, with original packaging and tags—and proof of purchase must be provided.

Refunds

Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us via our contact form or email us at info@getnovopure.com.