Order Cancellation Before Dispatch
If you decide to cancel your order before it has been processed and shipped, we fully respect your decision. In such cases, you will receive a complete refund of the amount paid, with no conditions attached.
Return and Exchange Eligibility
After receiving your home product, you have up to 15 days to request a return or exchange, provided that the item meets our return conditions.
Defective Products or Incorrect Orders
If the item you receive is defective (for example, structural damage that affects normal use), or if there has been an error with your order (such as an incorrect model, color, or size being delivered), you may request a full or partial refund, or opt for a replacement depending on the circumstances.
Return Conditions
Items must be unused, in brand-new condition, and free from any signs of wear, stains, or damage.
Keeping the original packaging is strongly recommended, as it helps ensure safe return shipping. If the original packaging is unavailable, the customer is responsible for securing the item appropriately.
All included accessories, manuals, warranty documents, and related materials must be returned together with the product.
Product tags must remain intact and must not be removed or damaged.
Request Process
Submitting a Request:
You may contact us via email or phone. When contacting us by email, please include your order number and provide a clear explanation of the reason for your request, such as design preference, mismatch with your interior, or quality concerns. Providing complete details will help us handle your request more efficiently.
Verification Process:
Our team will review your request carefully. This includes verifying the order against system records and payment data, confirming that the request falls within the eligible timeframe, and assessing whether the product meets the return requirements.
Returning the Item:
Once your request is approved, we will provide return instructions and the return address. Please pack the product securely to avoid damage during transit, include a return or exchange form with relevant details, and use a trackable shipping method. A return label is included with each shipment and should be used whenever possible. If it is unavailable, please contact our support team for assistance.
Refund Handling
After the returned item is received, it will be inspected to ensure it meets our conditions. Once approved, your refund will be processed to your original payment method.
Refund Timeline and Method
Refunds are generally completed within 5 business days after approval.
All refunds will be issued using the original payment method to ensure consistency, security, and traceability.
Cost Responsibility
Customer-Initiated Returns: The customer is responsible for return shipping costs. We recommend using a tracked service and keeping the shipping receipt.
Company Error or Product Defect: If the return is due to our error or a product defect, we will cover all related shipping costs and provide either a full refund or a free replacement. The included return label can be used in these cases.
Customer-Caused Damage or Non-Compliance: Returns or exchanges will not be accepted if the product shows signs of customer damage, missing original packaging, or does not meet resale standards.
Contact Support
If you need further assistance or have any questions, please feel free to reach out to us through the following channels:
Phone:+1 (917) 626-2975
Email:solutions@nordicnovae.com
Address:3701 MONTGOMERY WAY,SMYRNA,TN 37167,United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)
