Refund policy

Returns and refunds

All sales are final, except where applicable law requires a return, cancellation or refund. NovaGlows does not offer voluntary returns, exchanges, change of mind refunds, a satisfaction trial or a money back guarantee. We do not offer a free returns program. Please check your tree size, product details and delivery information before placing your order.

Wrong, damaged or missing orders

If your order arrives incorrect, broken or faulty, or your parcel does not arrive, email novaglowsusa@gmail.com with your order number and a description of the problem. Include photos of the item and packaging where available. We will review the issue and help resolve it. Please contact us for instructions before sending anything back. Any remedy required by applicable consumer law will be provided.

Order cancellations

Once your order has been processed, it can no longer be cancelled, except where cancellation is required by applicable law. This applies even if your order has not yet been dispatched.

If you need to request a change or cancellation before processing, email novaglowsusa@gmail.com immediately with your order number. Sending a request does not confirm cancellation. We must confirm that the order was stopped before processing. This processing cutoff does not remove mandatory legal cancellation or refund rights, including the rights described below.

Mandatory consumer rights

This policy does not exclude rights that cannot legally be waived. These include applicable cancellation rights and remedies for goods that are faulty, damaged, incorrect or not as described. These legal exceptions are separate from a voluntary returns or money back guarantee.

EU and UK statutory cancellation rights

Where the statutory right applies, you may notify us by email that you are cancelling within 14 days after receiving the goods, without giving a reason. You then have 14 days after notifying us to send the goods back. Contact us for the return address. You pay the direct return postage for a change of mind. Where the law requires us to cover return costs for faulty, damaged or incorrect goods, we will do so.

Any refund required under this cancellation right includes standard outbound delivery charges if paid and uses the original payment method. We will reimburse you within the applicable legal deadline, normally within 14 days of cancellation, but may withhold reimbursement until we receive the goods or evidence that they were sent back, whichever is earlier. Where permitted by law, a deduction may apply for handling beyond what is needed to inspect the goods. Original unopened packaging is not a condition of statutory rights.