Refund policy

Customers in United States, United Kingdom, Canada and Australia

All Novium Hoverpens, Gift Sets and Accessories are covered by our 100-day free return policy. You have 100-days after receiving your item to request a return. After 100-days we're unfortunately unable to process returns for your order.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To process your return, please use our returns page and follow the instructions. Please note that you will need to enter the order ID including the hashtag i.e. #NS10101 as well as the email address used to place the order.

Once the return request is accepted, print the return label, attach it to the original shipping package (covering the existing shipping label) and ship the product(s) back to us. You'll need to drop the package to the nearest courier/postal office based on the courier option selected.

Rest of the World

We currently offer a limited 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@noviumdesign.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@noviumdesign.com.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.