Return & Refund

This policy outlines the terms under which Novera Global offers returns, replacements, cancellations, refunds, and exchanges for products purchased through our website. By placing an order with us, you agree to the terms set out below.

1. Return Policy

Products purchased on the Novera Global website may be returned within 30 days from the invoice date. The product must be unused, uninstalled, and in original condition, with all accessories, fittings, and packaging included.

Every order is packed with care before it leaves our warehouse. If you believe the parcel has been tampered with, contact us by email or WhatsApp before you finish unboxing, and record a continuous unboxing video from the sealed package through to the product inside. We need this to raise a claim with the courier.

If the product arrives damaged or defective, notify us within 48 hours of delivery by email or WhatsApp. Please share your order ID along with clear photographs and/or a video of the issue. Return or replacement requests for damage or defects reported after 48 hours of delivery may not be accepted.

If tracking, SMS, or email shows the order as delivered but you have not received the parcel, contact us within 24 hours of that confirmation so we can investigate with the courier.

Approved returns are inspected at our warehouse. The refund is initiated only after inspection is complete, as described in Sections 5 and 6. Original shipping charges, if any, are not refunded on a return. Products bought on Amazon, Flipkart, or any other marketplace follow that platform's return process — see Section 8.

When sending a product back, record a packing video that clearly shows each item and its quantity, and take a photograph at the moment the parcel is handed to the delivery executive. We cannot process a refund if this documentation is missing.

2. Replacement Eligibility

In addition to the 30-day return policy above, a free replacement will be offered if any of the following apply:

• The product has a manufacturing defect
• The product was damaged during transit
• A wrong product has been delivered (different model, colour, or item than ordered)

The replacement request must be raised within 7 days from the date of delivery, accompanied by clear photographs and an unboxing video (where available) as proof of the issue. Damaged or defective products must still be reported within 48 hours of delivery, as stated in Section 1. Once verified, Novera Global will arrange a free pickup of the original product and dispatch the replacement at no additional cost to the customer.

3. Non-Eligible Cases

Replacements will not be processed under the following conditions:

• The product has been installed, used, washed, or modified in any way
• The product is returned without its original packaging, accessories, screws, instruction manual, or labels
• The damage was caused by mishandling, improper installation, accidents, or use of harsh cleaning agents
• The request was raised after 7 days from the delivery date
• The complaint relates to minor variations in colour, finish, or natural marble veining, which are inherent characteristics of the material and not considered defects

For issues reported after the 7-day replacement window, you may still request a return under Section 1 if you are within 30 days of the invoice date and the product is eligible. Otherwise, please refer to our Lifetime Warranty Policy.

4. Cancellation

Orders may be cancelled at any time before dispatch, free of charge. Cancellation can be requested by logging in to the customer account or by writing to contact@noveraglobal.in with the order ID.

Once the order has been dispatched, cancellation is not possible. In such cases, the customer may refuse delivery at the doorstep, raise a return request under Section 1 after delivery, or raise a replacement request if the order qualifies under Section 2.

5. Refund Eligibility

Refunds are issued in the following situations:

• The order was cancelled before dispatch
• An eligible return has been received and inspected at our warehouse under Section 1
• The product is out of stock for replacement, in which case the full order amount is refunded to the original payment method
• An exception has been approved by Novera Global on a case-by-case basis

For eligible replacement cases, a free replacement is offered when stock is available. You may instead choose a return and refund under Section 1. Original shipping charges, if any, are not refunded on a return.

6. Refund Timelines

For returns, refunds are initiated after the returned product has been received and inspected at our warehouse. Approved refunds are then processed within 2 business days. Credit timelines depend on the payment method:

• UPI, Credit Card, Debit Card, Net Banking, or Wallet payments — 5 to 7 business days from initiation
• Cash on Delivery orders — 5 to 7 business days to the bank account provided by the customer

Bank processing delays are beyond our control. If a refund has not reflected after 7 business days from the date of initiation, Novera Global will provide the Acquirer Reference Number (ARN) to enable the customer to follow up with their bank.

7. Exchanges

Novera Global permits exchange of a delivered product for a different colour or size of the same product, subject to stock availability. Exchange requests must be raised within 7 days of delivery with the product in unused, original-packed condition along with all accessories.

As the original product is not defective, return shipping and re-delivery charges are borne by the customer. The applicable shipping cost will be communicated before the exchange is processed. If you prefer a refund instead of an exchange, you may raise a return request under Section 1 within 30 days of the invoice date.

8. Marketplace Orders

Return, replacement, cancellation, and refund requests for products purchased on Amazon, Flipkart, or any other marketplace must be processed through the respective platform's own policies and customer support. Novera Global does not process returns, refunds, or replacements directly for marketplace orders.

Warranty claims for marketplace purchases remain valid and can be raised directly with Novera Global through the Claim Warranty page.

9. How to Raise a Request

All return, replacement, cancellation, exchange, and refund requests can be raised through:

• Our Exchange & Replacement page on the website
• Email at contact@noveraglobal.in
• WhatsApp or call at +91 97252 05531

Requests must include the order ID, registered mobile number, and photographs or video evidence where applicable. Working hours: Monday to Saturday, 10 AM to 7 PM IST.

10. Policy Updates

Novera Global reserves the right to modify this policy at any time. The latest version will always be available on this page. The policy in effect at the time of order placement applies to that order.