Refund policy
Returns Policy
We hope you love your NOVEY purchase. However, if you change your mind, you may request a return within 14 days of receiving your order.
Approved change-of-mind returns will be issued as store credit only. We do not provide refunds for change-of-mind purchases.
Change-of-mind returns
To be eligible for a return, your item must be:
- Unused, unworn and in its original condition
- Returned with all tags attached
- In its original packaging
- Accompanied by your receipt or proof of purchase
To request a return, please email hello@novey.com.au within 14 days of receiving your order. Items returned without prior approval will not be accepted.
Customers are responsible for the cost of returning change-of-mind items. Original shipping charges and return shipping costs are non-refundable. We recommend using tracked postage, as NOVEY is not responsible for returns lost in transit.
Once your return has been received and inspected, approved store credit will be emailed to you.
Faulty, damaged or incorrect items
Please inspect your order when it arrives. If your item is faulty, damaged or incorrect, contact us as soon as possible at hello@novey.com.au with your order number and clear photos of the issue.
We will assess the item and provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the nature of the issue, this may include a repair, replacement or refund.
For major faults, you may be entitled to choose between a replacement and a refund to your original payment method. NOVEY will cover reasonable return shipping costs where an item is confirmed to be faulty, damaged or incorrect.
Damage caused by misuse, incorrect care, accidental damage or normal wear and tear—including reasonable wear to zippers—is not considered a product fault.
Sale items
Sale items are final sale and cannot be returned for change of mind. This does not affect your rights under Australian Consumer Law if an item is faulty.
Gift cards and store credit
Gift cards and store credit cannot be returned, exchanged for cash or refunded, except where required by law.
Exchanges
We do not offer direct exchanges. If you would like a different item, please request a return. Once approved, you can use your store credit to place a new order.
Consumer guarantees
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law. Further information is available from the Australian Competition and Consumer Commission.