Refund policy
We offer a 60-day money-back guarantee, beginning on the date your order is marked as delivered.
To qualify under this guarantee, the product must arrive defective, damaged, broken, faulty, or otherwise unusable due to a genuine product-related issue.
Orders in Transit
Orders are not eligible for a refund before they have been delivered.
If your order is still in transit, delayed, or has not yet reached you, you must wait until delivery before requesting a refund under this guarantee.
Shipping delays alone do not qualify for a refund while the package is still in transit, except where otherwise required by applicable law.
If tracking indicates that your package has been lost, returned to sender, or otherwise cannot be delivered, please contact us at mynovoro@gmail.com so we can review the situation.
Eligibility
To qualify for our guarantee, there must be a genuine product-related issue that makes the product unusable or prevents it from functioning as intended.
We may ask you to provide:
- photographs;
- videos;
- order information; or
- other reasonable evidence
so that we can assess the issue.
To submit a claim, contact us at mynovoro@gmail.com within 60 days of receiving your order.
You do not need to return the product to a shipping address in order to submit a claim.
If your claim is approved, we will provide the applicable refund, replacement, or other resolution without requiring you to return the product, unless otherwise required by applicable law.
Damaged, Defective, or Faulty Products
Please inspect your order as soon as possible after delivery.
If your product arrives defective, damaged, broken, faulty, or otherwise unusable, contact us as soon as possible at mynovoro@gmail.com so we can review the issue and determine the appropriate resolution.
Exceptions / Non-Qualifying Claims
Our 60-day money-back guarantee applies specifically to products that are defective, damaged, broken, faulty, or otherwise unusable because of a genuine product-related issue.
Unless otherwise required by applicable law, the guarantee does not cover:
- change-of-mind purchases;
- accidental orders;
- personal preferences;
- dissatisfaction based solely on taste, flavor, texture, or other subjective preferences;
- products that simply do not meet your personal expectations;
- individual results that differ from those experienced by other customers;
- misuse or improper use;
- failure to follow product directions;
- accidents, abuse, or negligence;
- normal wear and tear;
- damage occurring after delivery that is unrelated to a manufacturing or product defect; or
- orders that are still in transit and have not yet been delivered.
Dietary supplements can affect individuals differently, and no particular health, wellness, digestive, cosmetic, or other result is guaranteed.
If you are unsure whether your issue qualifies, please contact us at mynovoro@gmail.com.
Exchanges and Replacements
If an approved claim is better resolved through a replacement rather than a refund, we may offer to replace the affected product.
If a replacement is approved, we will provide further instructions after reviewing your claim.
European Union 14-Day Cooling-Off Period
Where required by applicable law, customers located in the European Union may have additional cancellation or return rights, including statutory cooling-off rights, regardless of whether a product is defective.
Certain exceptions may apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, where permitted by applicable law.
Nothing in this policy limits statutory consumer rights that cannot legally be excluded.
Refunds
Once we receive and review your claim, we will notify you whether it has been approved.
If approved, your refund will generally be issued to the original payment method used for the purchase.
Please allow additional time for your bank, card issuer, or payment provider to process and post the refund after it has been issued.
Refunds cannot ordinarily be processed while an order is still in transit or before delivery has occurred, except where required by applicable law or where we have confirmed that the shipment has been permanently lost or cannot be delivered.
For questions regarding refunds, replacements, deliveries, or guarantee claims, contact: