Refund policy

At Trustly Nova, we strive to provide a seamless shopping experience. If you’re not satisfied with your purchase, we’re here to help. Please review our Returns & Refunds Policy below.

1. Eligibility for Returns

  • Products must be returned within 7 days of delivery.

  • The product should be unused, unworn, unwashed, and in its original condition with all tags and packaging intact.

  • Items purchased during clearance sales or marked as non-returnable are not eligible for returns.

  • Customized or altered items cannot be returned.

2. How to Initiate a Return

Contact our customer support team via:

Please provide your order number, reason for return, and any supporting details (e.g., images for defective products).
Once your return is approved, you’ll receive instructions for shipping the product back to us.

3. Refund Process

  • After receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, the refund will be processed to your original payment method within 7–10 business days.

  • For Cash on Delivery (COD) orders, we may request your bank account details to process the refund.

  • Shipping charges are non-refundable, except in cases of defective or incorrect items.

4. Exchanges

We currently do not offer direct exchanges.
If you wish to replace an item, please initiate a return and place a new order for the desired product.

5. Damaged or Defective Products

  • If you receive a damaged or defective product, contact our support team within 48 hours of delivery.

  • Provide images of the damaged/defective item for quick resolution.

  • We will arrange a replacement or refund at no additional cost.

6. Non-Returnable Items

  • Products marked as “Final Sale” or “Non-Returnable” on the product page.

  • Gift cards or promotional items.

If you have any questions or concerns regarding our Returns & Refunds Policy, please reach out to our support team.

Thank you for shopping with Trustly Nova. We value your trust and aim to provide the best service possible.