Refund policy

At Novusual, we want you to feel completely aligned with every single item you bring into your new space. We understand that starting over is a dynamic process, and configurations change.

That is why your peace of mind is fully covered by our signature 30-Day Fresh Start Guarantee. 

Please read our operational policy below to understand how we handle returns, damages, and exchanges: 

You have 30 days from the exact date your tracking link confirms delivery to initiate a return or exchange request. Any request submitted after this 30-day window cannot be processed. 

To qualify for a successful refund or exchange, your items must meet the following baseline conditions: 

• The product must be completely unused, unwashed, and in its original pristine packaging.
• All component tags, manuals, and accessories must be enclosed within the return box.
• We reserve the right to deny a refund if an item arrives returned with visible signs of personal wear, customer damage, or missing original components.

Due to safety, sanitary, and customization logistical constraints, the following item categories are final sale and cannot be returned: 

• Personalized or Print-on-Demand custom apparel and journals.
• Opened cosmetic storage trays, skincare tools, or personal sleep masks.
• Used wellness bundles, including loose-leaf teas, oils, or burned sage bundles.

Who covers the reverse transportation fees depends entirely on the nature of the return: 

Damaged, Defective, or Incorrect Items: If a supplier error occurs or a tracking transit fault damages your piece, Novusual pays 100% of the return costs. We will issue you a pre-paid shipping label immediately. 

• Customer Remorse / Change of Mind: If you decide you no longer want an item, choose a different layout style, or change your mind, the customer is responsible for purchasing the return shipping label. Original shipping fees paid at checkout are non-refundable. 

Do not send items back to the manufacturer address printed on your original packing slip. Because we use specialized regional distributors, your return must route to our specific regional returns depot.

1. Email our dedicated support team at support@novusual.com.
2. Include your exact Order Number and clear photo/video evidence showing the product's condition or transit damage.
3. Once reviewed and authorized, our support team will email you the designated Return Shipping Address and an RMA tracking number.
4. Package your item securely and email us your new return tracking number once dispatched.

Once your return shipment physically arrives at our receiving hub, our team will audit and grade the package within 3 business days. 

• If approved, your refund will instantly be triggered back to your original payment method.
• Please allow 5 to 10 business days for your banking or credit card institution to officially post the funds to your account statement.