Return & Refund Policy
Return & Refund Policy
Last Updated: October 29, 2026
At Novtavo, we want you to feel comfortable choosing pieces that suit your style and wardrobe. If something is not right with your order, this policy explains how to request a return, report a product issue, and understand the refund process.
1. Our Return Window
Eligible returns may generally be requested within 30 days after delivery.
For a standard change-of-mind return, the item should be:
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Unworn, unwashed, and unaltered
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In its original condition, without damage caused after delivery
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Returned with original tags and packaging, where applicable
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Accompanied by an Order ID or other proof of purchase
You may try on clothing to assess its fit, provided it remains in suitable condition for return.
2. Items That May Not Qualify for Standard Returns
Where permitted by applicable law, the following may be excluded from ordinary change-of-mind returns:
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Gift cards
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Personalized or custom-made products
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Items clearly identified as final sale or non-returnable
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Garments that have been worn beyond reasonable try-on, washed, altered, or damaged after delivery
These exclusions do not remove any mandatory rights you may have concerning faulty, damaged, incorrect, or misdescribed products.
3. How to Request a Return
Please contact our customer service team before sending an item back.
Email: service@novtavo.com
To help us review your request, include:
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Your Order ID
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The product name and selected size or color
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The reason for your return
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Clear photos or videos if the item is damaged, defective, or incorrect
Our team will review your request and provide the applicable return instructions, including the correct return destination.
Please do not send merchandise to our registered business address unless we have specifically confirmed that it is the appropriate return address.
4. Return Shipping Costs
Change-of-mind returns
For ordinary voluntary returns, including a change of style preference or an unsuitable size, customers generally pay the return shipping cost unless otherwise stated or required by law.
Faulty, damaged, or incorrect items
If an item arrives faulty, damaged, incorrect, or materially different from its description, please contact us before arranging a return. We will assess the issue and explain the appropriate solution, including return shipping arrangements and costs in accordance with applicable law.
Original shipping charges
Original shipping charges are generally non-refundable for ordinary voluntary returns unless required by law or otherwise stated in the applicable offer.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.
We recommend reporting such issues within 7 days after delivery to help us investigate promptly. This recommendation does not limit any statutory rights you may have.
Please provide your Order ID, a description of the problem, and supporting photos or videos where available.
Depending on the circumstances and applicable law, an appropriate resolution may include a replacement, partial refund, full refund, or another available remedy.
6. Refund Processing
Once a return has been received and reviewed, we will notify you of the outcome.
Approved refunds are generally processed within 5–10 business days and returned to the original payment method, unless another method is agreed upon where permitted.
Your bank or payment provider may require additional time to display the refunded amount. Where applicable law establishes a different refund deadline, that legal requirement will take precedence.
7. Exchanges
If you would prefer a different size, color, or style, please contact service@novtavo.com.
Exchanges depend on stock availability and the applicable return conditions. If an exchange is unavailable, we will explain the alternatives available for your order.
8. Important Information
Please obtain return instructions before shipping an item. Returns sent without the necessary authorization or to an unconfirmed address may experience delays in processing.
Nothing in this policy excludes or reduces any consumer rights that cannot lawfully be excluded.
9. Contact Us
For return, exchange, or refund assistance:
Email: service@novtavo.com
Telephone: +1 6014401058
Website: https://novtavo.com
Please include your Order ID and checkout email address so we can assist you more efficiently.
Business Information
Brand Name: Novtavo
Operated by: Foshan Nanhai District Qilinghui Trading Firm (Sole Proprietorship)
Business License Entity: Foshan Nanhai District Qilinghui Trading Firm (Sole Proprietorship)
Registered Address: Room 519, Jin'an Building, No. 20 Nanhai Avenue North, Guicheng, Nanhai District, Foshan, Guangdong, China