Refund policy

Fair, clear, and customer-focused return and refund guidelines.

Last updated: June 21, 2026

We want every customer to have a positive shopping experience with Nova Thread Living. Please review this policy carefully before placing an order or requesting a return.

Table of Contents

1. 1. Order Cancellations
2. 2. Return Eligibility
3. 3. Damaged, Defective, or Incorrect Items
4. 4. Non-Returnable Items
5. 5. Return Request Process
6. 6. Return Warehouse Notice
7. 7. Refund Processing
8. 8. Shipping Fees
9. 9. Packages Marked Delivered
10. 10. Chargebacks
11. 11. Contact Information

1. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@novathreadliving.com .

Orders may only be cancelled before they enter processing, production, fulfillment, or shipping. Once an order has started processing, cancellation may no longer be possible.

Submitting a cancellation request does not guarantee that the order can be cancelled. Our support team will confirm whether the request was completed successfully.

2. Return Eligibility

Items may be eligible for return when all applicable conditions below are met:

• The item is unused and in its original condition
• The item has not been washed, worn, altered, or damaged after delivery
• The original packaging and accessories are included whenever possible
• The return request has been reviewed and approved by our support team
• The item is not listed as non-returnable under this policy

Return eligibility does not automatically guarantee approval. Each request is reviewed based on the item, order details, condition, and reason for return.

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.

Please include the following information with your request:

• Your order number
• The email address used during checkout
• Clear photographs or videos showing the issue
• A photograph of the shipping label and outer packaging when relevant
• A short description of the problem

After reviewing the evidence and order details, we may offer a replacement, refund, store credit, or another appropriate solution.

Please keep the product and packaging until our support team confirms that they are no longer required for review.

4. Non-Returnable Items

Some products may not qualify for return, including:

• Items that have been used, washed, worn, altered, or damaged after delivery
• Items returned without prior authorization
• Items missing important original packaging, parts, or accessories
• Final-sale, clearance, or promotional items marked as non-returnable
• Personalized, customized, or made-to-order products unless damaged or incorrect
• Hygiene-sensitive or personal-use products where return is restricted
• Gift cards, downloadable products, or digital items where applicable

This section does not limit any mandatory consumer rights that apply under local law.

5. Return Request Process

Contact our Customer Support team before sending any item back. Unauthorized returns may not be accepted, identified, or processed.

To request a return:

1. Email support@novathreadliving.com with your order number and reason for return.
2. Include photographs or videos when the item is damaged, defective, incomplete, or incorrect.
3. Wait for written approval and return instructions from our support team.
4. Package the approved item securely and follow the provided shipping instructions.
5. Keep your return receipt and tracking information until the request is completed.

Do not send an item to any address shown on the website unless our support team has specifically confirmed that address for your return.

6. Important Return Warehouse Notice

After your return request has been reviewed and approved, Customer Support will provide the correct return warehouse based on the product, supplier, and fulfillment location.

Returns sent without approval or sent to an incorrect address may be refused, delayed, lost, or ineligible for a refund.

7. Refund Processing

Approved refunds are generally issued to the original payment method used for the order.

After a refund is approved and submitted, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.

Processing times vary by payment provider and financial institution. We cannot control the time required by a third party after the refund has been released from our side.

Where the original payment method is no longer available, we will review the available refund options permitted by the payment provider and applicable law.

8. Shipping Fees

Original shipping charges, return shipping costs, customs duties, import taxes, brokerage fees, and similar charges are generally non-refundable, unless:

• The item was damaged, defective, incomplete, or incorrect
• Our support team confirms otherwise in writing
• Applicable law requires the charge to be refunded

Customers are responsible for following the return-shipping instructions provided by our support team.

9. Packages Marked Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

• Check the delivery area, mailbox, entrance, garage, or reception desk
• Ask household members, neighbors, or building management
• Review any delivery photograph or carrier notice
• Contact the shipping carrier for delivery details

Please contact us after completing these steps so we can review the order and assist where possible.

Packages confirmed as delivered by the carrier may not automatically qualify for a replacement or refund. Each case will be reviewed based on the available tracking and delivery information.

10. Chargebacks

We encourage customers to contact our support team before opening a payment dispute or chargeback. Most order concerns can be resolved more quickly through direct communication.

Opening a chargeback does not automatically guarantee a refund. We may provide the payment provider with order records, tracking information, customer communications, delivery confirmation, and other relevant documentation.

Fraudulent, abusive, or duplicate chargebacks may result in order cancellation, account restrictions, or refusal of future service where permitted by law.

11. Contact Information

If you have questions about a cancellation, return, replacement, or refund, please contact our Customer Support team.