Refund policy

Last Updated: October 26, 2026

At Novalune, we believe that shopping for beautiful everyday drinkware should be a pleasant and worry-free experience. We are committed to providing quality products, dependable customer service, and a transparent return and refund process.

We offer a 30-day free return and refund policy to help you shop with confidence.

This policy applies to purchases made directly through our official website, https://novalune.space.

1. Our 30-Day Return Policy

Customers may request a return within 30 calendar days after receiving their order.

To qualify for a standard return, the following conditions generally apply:

The return request must be submitted within 30 days of delivery.
The product must be unused, in its original condition, and free from damage caused after delivery.
All original accessories, components, and packaging should be included where reasonably possible.
Proof of purchase, such as an order confirmation or order number, must be provided.

Products that arrive damaged, defective, or incorrect are handled separately as described below. Your statutory consumer rights are not limited by the standard return conditions.

2. Free Returns

Novalune offers free returns for eligible orders within the 30-day return period.

There are no return processing fees or restocking fees for eligible returns.

Where an item must be shipped back to us, we will provide return instructions and arrange a prepaid return shipping method.

Customers should not send products to our business address without receiving return authorization.

To initiate a return, please contact:

Email: support@novalune.space

Phone: +1 8456240023

3. How to Request a Return

To begin the return process:

Contact our customer support team at support@novalune.space within 30 days of receiving your order.
Include your full name, order number, and the reason for your return.
If the product is damaged, defective, or incorrect, include clear photographs showing the issue when possible.
Our support team will review your request and provide the appropriate return instructions.
If a physical return is required, follow the provided instructions to send the item back.
Once the return is received and inspected, or the issue is otherwise verified, we will notify you of the refund decision.

Please do not return products without first contacting our customer support team.

4. Damaged, Defective, or Incorrect Items

We carefully aim to ensure that every order reaches our customers in satisfactory condition.

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

To help us resolve the issue, provide:

Your order number.
A description of the problem.
Photographs of the product and packaging, if available.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution at no additional cost.

Customers will not be responsible for return shipping costs associated with damaged, defective, or incorrectly supplied items.

5. Refund Eligibility

Refunds may be approved for qualifying situations, including:

Eligible returns requested within 30 days of delivery.
Products received in damaged or defective condition.
Incorrect products delivered.
Orders canceled before shipment, where cancellation is still possible.
Orders that cannot be fulfilled.
Other circumstances in which a refund is required by applicable law.

For standard change-of-mind returns, products must satisfy the return conditions described in this policy.

6. Refund Processing

Once your return has been received and approved, or your refund has otherwise been authorized, we will initiate the refund to your original payment method.

We aim to process approved refunds within 5–10 business days.

Additional time may be required for your bank, card issuer, or payment provider to credit the funds to your account.

Refunds will normally be issued using the original payment method unless otherwise agreed or required by law.

We do not charge refund processing fees.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@novalune.space.

We will make reasonable efforts to accommodate cancellation requests before an order is dispatched.

If your order has already shipped, it may no longer be possible to cancel the shipment. However, you may request a return after delivery under our 30-day return policy.

Approved cancellations will be refunded to the original payment method.

8. Exchanges

If you would like a different product or variation, please contact our customer support team.

Depending on product availability, we may assist with an exchange or recommend returning the original item and placing a new order.

Where an exchange is approved under this policy, eligible return shipping will be free.

9. Non-Returnable Items

Certain products may be excluded from standard change-of-mind returns where permitted by applicable law, including:

Gift cards, if offered.
Items specifically identified as final sale before purchase, where such restrictions are legally permitted.
Products that have been substantially used, altered, or damaged after delivery.

These exclusions do not affect your legal rights regarding defective, damaged, misdescribed, or incorrectly supplied products.

10. International Returns

Our 30-day free return policy is available to eligible customers worldwide.

If you are returning an item from outside the United States, please contact our support team before arranging shipment.

We will provide instructions appropriate to your location.

Please do not independently purchase return postage unless our support team has authorized the arrangement.

11. Lost or Undelivered Orders

If your order has not arrived within the expected delivery period, please contact us.

We will review the tracking information and investigate the shipment.

If an order is confirmed lost or cannot be delivered, we will work with you to provide an appropriate resolution, which may include a replacement or refund.