Refund policy

Returns & Cancellation Policy

Not satisfied with your order? We’d love to understand how we can improve.

Returns

You may return your order within 30 days of receiving it, provided the product is unused, unopened, and in its original condition.

In some cases, we may be able to resolve your issue without requiring a physical return. For example, you may be asked to provide a photo clearly showing the defect. Once reviewed and approved, we will offer a suitable resolution.

Refunds are processed within five business days after your return has been received and inspected, or after your case has been approved by our customer support team.

Please note: For hygiene reasons, opened or used products cannot be returned. Refunds are not issued based on personal preference, perceived results, or lack of results. Items purchased during promotions or with discounts are not eligible for return.

Product results and usage

Results may vary depending on individual factors such as lifestyle, consistency of use, and personal characteristics. Our products are not intended to guarantee specific outcomes.

Returns or refunds cannot be based on perceived results or lack of results, but only on the physical condition of the product as outlined in this policy.

Return process

To initiate a return, you must contact us first at hello@noverralabs.com. We will provide you with the correct return instructions and a return authorisation.

Returns sent without prior approval may not be processed, as they cannot be tracked or identified.

Please ensure the product is securely packaged, preferably in its original packaging, and include your order number inside the parcel.

You are responsible for the return shipment until it reaches our facility. We strongly recommend using a trackable shipping service.

Return address

Returns are handled through our international fulfilment partners. Our main operations are based in Asia.

Bin Fang
5F, Building 4, Phase 2
Mannianghonghongjia Cluster, Choujiang Street
Yiwu City, Zhejiang Province
322100 China

Exchanges

You may request an exchange for a different size or colour within 30 days of receiving your order, subject to product availability.

Once your return has been received and approved, we will process the exchange as quickly as possible.

Order cancellations

If you wish to cancel your order, please contact us as soon as possible at hello@noverralabs.com.

If your request is received within 24 hours of placing the order, we can usually issue a full refund. After this period, the order may already be in processing or transit and will need to be handled as a return.

Return shipping costs

Return shipping costs are the responsibility of the customer and are non-refundable.

If a refund is issued, any original shipping costs may be deducted where applicable.

Delivery times for exchanged items may vary depending on your location.

Unclaimed or refused deliveries

If a parcel is not collected or is refused upon delivery and returned to us, a handling fee of AUD $20 may be applied to cover shipping, return handling, and administrative costs.

Contact

If you have any questions about returns or cancellations, please contact us:

NoverraLabs
Email: hello@noverralabs.com

Applicable law

This policy is governed by the laws of Hong Kong (SAR).