Refund and Returns Policy

Last updated: August 10, 2025

At Novaxgap, craft and day-to-day usability guide every decision. If something falls short of expectations, this Return & Refund Policy explains how Novaxgap will put things right. The terms below apply to orders delivered in the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.

Policy Overview

Category Detail
Return Window 30 days from the date you receive your item
When Novaxgap is at fault Free return ($0) for damaged, defective, or incorrect items; a prepaid label is provided
Customer-initiated returns Customer covers return shipping (change of mind, sizing/fit/style issues, no longer needed)
Refund Speed Processed within 7 business days to the original payment method
Re-Import Fees Not applicable ($0)
Covered Regions U.S., U.K., FR, DE, AU, ES, CA, IT, BE, PT

General Conditions for Returns

Novaxgap furniture is built from kiln-dried wood and intended for daily use (seating, storage, lighting, timepieces, bedroom pieces, sofas). To keep returns fair and consistent:

  • Return Window: Send your request within 30 days of delivery.

  • Item Condition: Must be new, unused, unassembled, and unmodified. Evidence of use—scratches, dents, stains, odors, pet hair, drilled holes, cut cords, tampered clock movements, or removed tags—voids eligibility.

  • Packaging: Use the original box and inserts (foam/protectors), and include hardware, tools, manuals, accessories, cable ties, and movement protectors (for timepieces). If the original packaging is missing, repack securely at your expense.

  • Proof of Purchase: Provide an order number, invoice, or confirmation email.

  • Assembly/Installation: Items that are fully assembled, mounted, wired, or installed aren’t eligible unless a manufacturing defect or shipping damage is confirmed. (Examples: fully assembled sofas; mounted headboards; hard-wired lighting; timepieces with movement covers removed.)

These rules apply in all ten supported countries listed above.

Return Procedures by Case

A. Returns Due to Novaxgap’s Fault

Novaxgap will take responsibility if your item is:

  • Damaged in transit (e.g., cracked panels, crushed corners, chipped finishes).

  • Defective (e.g., misaligned joinery, panel warp beyond tolerance, drawers off-track, unstable frames/legs, clock movement issues).

  • Incorrect (wrong size/finish/model delivered).

What Novaxgap Covers

Free return with a prepaid label; pickup can be arranged where available. Your choice of:

  • Replacement (subject to stock/lead time), or

  • Full refund, including any original shipping fee paid at checkout.

Service specifics can vary slightly by destination.

B. General Returns (Change of Mind)

If the piece doesn’t suit your space or style:

  • Eligibility: Within 30 days, unused, unassembled, in original packaging.

  • Cost: Customer pays return shipping (non-refundable). Use a tracked and insured service.

  • Inspection: Returns are checked for condition and completeness. Only eligible items are refunded.

  • Refund Amount: Product price only (original shipping is not refunded).

Non-Returnable Items

Gift cards (digital or physical).

Final sale / clearance products.

Used / assembled / installed items (e.g., mounted headboards, hard-wired lights, timepieces with tampered movements, sofas unwrapped and used).

Custom or made-to-order work (custom sizes, finishes, carvings, upholstery, or special electrical specs), unless defective or damaged on arrival.

Return Process

Step 1 — Request
Email [email protected] within 30 days of delivery. Include:

  • Order number

  • Reason for return

  • For damage/defects: clear photos or a short video of the item and packaging (inside and outside)

Step 2 — Instructions
Novaxgap replies within 1–2 business days with next steps. If Novaxgap is at fault, a prepaid label will be provided.

Step 3 — Pack & Send
Repack using original foam/protectors. For timepieces, reinstall any movement locks/protectors. If the box is missing, use a sturdy, shock-resistant alternative.
Ship to: Novaxgap — Returns Department, 6017 Baileya Ave, Twentynine Palms, CA 92277, USA

Refund Processing

Timeline: Within 7 business days after the return is received and inspected.

Method: Refunded in USD to the original payment method (card, PayPal, etc.). Store credit is available upon request.

Bank Posting: Your bank/card provider may require up to 7 additional business days to post funds.

Restocking Fee

No restocking fees. Once the return passes inspection, you receive the full refundable amount.

Order Processing & Shipping Times (Summary)

Processing: 1–2 business days (Mon–Fri, excluding U.S. public holidays).

Transit Estimates:

  • United States: 5–6 business days

  • Europe & United Kingdom (FR/DE/ES/IT/BE/PT): 6–8 business days

  • Canada & Australia: 7–10 business days

Order Cut-Off: Orders placed before 2:00 PM PST typically process the same business day; later orders begin next business day.

For more on delivery, see the Shipping Policy.

Contact Us

If you need help with shipping, cancellations, or returns—or support with an order—Novaxgap is here to assist.

Address: 6017 Baileya Ave, Twentynine Palms, CA 92277

Phone: +1 (760) 529-4980

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM PST