Refund policy
Refund Policy
Fair, clear, and customer-focused return and refund guidelines.
Table of Contents
1. Order Cancellations 2. Return Eligibility 3. Damaged, Defective, or Incorrect Items 4. Non-Returnable Items 5. Return Request Process 6. Return Warehouse Notice 7. Refund Processing 8. Shipping Fees 9. Packages Marked Delivered 10. Chargebacks 11. Contact Information1. 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.
2. Return Eligibility
Items may be eligible for return if they are:
- Unused
- In original condition
- In original packaging whenever possible
- Approved by our support team before being returned
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
- Your order number
- The email address used at checkout
- Clear photos or videos of the issue
- A short description of the problem
After reviewing your request, we may offer a replacement, refund, or another appropriate solution.
4. Non-Returnable Items
Some items may not be eligible for return, including:
- Items that have been used, washed, worn, or damaged after delivery
- Items returned without prior approval
- Items missing original packaging or accessories
- Final sale or clearance items
- Personalized or custom-made products, unless damaged or incorrect
- Hygiene-sensitive items, where applicable
5. Return Request Process
To request a return, contact our support team before sending anything back. Unauthorized returns may not be accepted or processed.
Once your request is reviewed, our team will provide next steps if your return is approved.
6. Important Return Warehouse Notice
Returns should not be sent to our business office.
Once your return request has been approved, our Customer Support team will provide the appropriate return warehouse based on your product and fulfillment location.
Returns sent without prior authorization may not be accepted or processed.
7. Refund Processing
Approved refunds are issued back to the original payment method. Your bank or payment provider may require additional time to post the refund.
Refund processing times may vary depending on your payment provider.
8. Shipping Fees
Original shipping fees, return shipping costs, customs duties, import taxes, and similar charges are generally non-refundable unless required by law or approved by our support team.
9. Packages Marked Delivered
If tracking shows that your package was delivered but you cannot locate it, please check with household members, neighbors, building management, and the shipping carrier first.
We will do our best to assist, but packages marked as delivered by the carrier may not qualify for a refund.
10. Chargebacks
We encourage customers to contact our support team before opening a payment dispute or chargeback. Most order issues can be resolved faster through direct communication.
11. Contact Information
If you have questions about returns or refunds, please contact us:
Email: support@novathreadliving.com
Business Information:
Nova Thread LLC
1001 S MAIN ST STE 600
Kalispell, MT 59901
United States