Our main commitment is your complete satisfaction. If you have selected a product from our online store, but upon receiving it, you find it has a manufacturing defect or does not match the item received, we guarantee your right to exchange or return it under the following conditions:
Product Dissatisfaction: Within 7 (seven) calendar days of receipt.
Defective Product: Within 30 (thirty) calendar days of receipt.
Please note that the first step for an exchange or return is to contact our Customer Service by email at: contacto@novastore-rd.com.
For the exchange/return process, the product must show no signs of use and must be sent directly to our Post Office Box. Once the item is received and everything is in accordance with the return conditions, we will process the refund or exchange of the merchandise within 5 (five) business days.
Our team will guide you throughout the Product Return process.
For returns due to dissatisfaction: Once the package is received, we will conduct an analysis to confirm that everything meets the return conditions. After confirmation, our Customer Service team will contact you, and in this case, you can choose between:
- Exchanging the product for another item available in our stock.
- Receiving a refund for the amount spent on the products (we do not refund shipping fees if the delivered product is the correct model and in perfect condition).
Warranty: All products in the store are covered by a 30-day warranty from the date of receipt.
To activate the warranty, the customer must send us a video of a maximum of one minute showing the issue. The video must also show the packaging of the received product (shipping packaging with the label). It is essential that the packaging is visible in the video.