Return Policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. SHIPPING FEES WILL APPLY.
Returns
Is it possible to return my order?
Yes, returns are possible.
If you're not completely satisfied with your items, you can return them within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:
- The order must include all parts, components, and the packaging as it was exactly when the product arrived.
- The product must show signs of normal use, with no damage due to improper handling. Breakage due to carless handling is excluded.
- Items where hygiene is a concern must be properly cleaned before being returned.
- If the product is defective, this must be identified immediately upon receipt.
- We reserve the right to charge the customer for shipping costs.
- All returns will be processed within 7 business days, and if the conditions are met, the return will be officially acknowledged within this timeframe.
*We reserve the right to refuse returns if we believe the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, please follow these steps to start the return process:
- Send an email to: info@nova-ottawa.com
- Ensure the email includes the following:
- Order number
- Reason for the return
- A photo of the product in case of damage
- Customer's first and last name
- Customer’s address
We will then speak to you and give you the return address.
Never send the return to the sender, we will send you the correct address after you have asked us to do so. You, the customer, are responsible for the shipping costs of returning the product.
CANCELLATION
Consumers have the right to cancel their order according to the following terms if the consumer is an individual acting for reasons unrelated to their commercial or professional activity:
A. CANCELLATION TERMS
Right of cancellation: The cancellation period is 14 days starting from the day you or a third party designated by you (other than the carrier) receives or takes possession of the last item in the order.
As our system is fully automated, orders are processed immediately once placed. Therefore, we cannot stop the shipping process before delivery, so no refund is possible upon receipt of the goods.
To exercise your right of cancellation, you must inform us NOVA OTTAWA via a clear declaration (e.g., email) about your decision to cancel this contract. Cancellation is finalized when we receive the returned goods. The customer is responsible for the return shipping costs.
Handling Shipments in Transit
Since our products are shipped from Asia, they may have longer transit times, which we cannot control. If your goods are already in transit, cancellation is not possible. Please wait until you receive the products and then return them to us. You may notify us of your cancellation in advance. To ensure a fast return process, please provide us with a shipping confirmation.
Consequences of Cancellation
If you cancel this contract, we will refund all payments made by you, excluding delivery costs (except for any extra delivery charges incurred if you selected a delivery method other than the cheapest standard option offered by us). The refund will be processed without delay and at the latest within fourteen days from the day we receive your cancellation notice and the returned goods. We will use the same payment method for the refund unless otherwise agreed with you. You will not be charged for this refund.
**ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.