Refund policy
1. Return Period & Eligibility
We hope you’ll love your 8NOVA pieces, but if something isn’t quite right, we’re here to help.
You have 30 days from the date your order arrives to request a return.
To be eligible, items must be:
• Unused and in their original condition
• Returned with all packaging, tags, and accessories included
• Free of signs of wear, damage, or customization
2. How to Start a Return
Simply reach out to our customer care team at care@8nova.co or click “Start a Return” on our website.
Please include the following details in your message:
- Your full name
- Order number
- Item(s) you wish to return
- Reason for return
-
Photos of the item(s) received
Our support team will review your request and get back to you within 1 business day (Monday–Friday).
3. Return Approval & Shipping
Once your return is approved, you’ll have 14 days to send the item(s) back.
Please note that we can’t accept packages sent without prior approval or unsolicited returns.
4. Return Shipping Costs
If the return is due to our mistake (such as a defective item or wrong order), 8NOVA will cover the return shipping cost.
For all other reasons (e.g., a change of mind or incorrect selection), return shipping will be at the customer’s expense.
If you choose a non-tracked shipping method, please keep proof of postage — we’re unable to take responsibility for lost parcels without tracking.
5. Exchanges
Because many of our pieces are crafted in small batches or made-to-order, exchanges are limited.
We can offer an exchange only if:
• You received the wrong product or variant
• You wish to exchange for a different size or device model of the same design
6. Refunds
Once we receive and inspect your return, we’ll notify you by email regarding your refund status.
If approved, your refund will be processed to your original payment method within 10 business days.
For promotional orders (e.g. Buy 4, Get 2 Free), refunds will be calculated based on the adjusted per-item discount.
7. Order Cancellations
You may cancel or modify your order within 2 hours after purchase, as long as it hasn’t entered production.
Once production or shipment has started, cancellations are no longer possible — you’ll need to follow the return process instead.
8. Conditions & Exceptions
Items returned used, damaged, or missing parts may not qualify for a full refund.
In the rare case of a manufacturing defect, we may request additional photos or videos to verify the issue before approving a return.
We value every order and want you to enjoy your 8NOVA experience.
If you ever have questions or need assistance, please don’t hesitate to reach out， our team is here to help, kindly and quickly.