Return & Refund

This policy outlines the terms under which Novera Global offers 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. Our 7-Day Replacement Promise (Not a Return)

Novera Global does not offer returns for change-of-mind, "no longer needed," or similar reasons. We offer a 7-day replacement policy from the date of delivery, applicable only on eligible cases described in Section 2 below.

2. Replacement Eligibility

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. 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, 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 or raise a replacement request if the order qualifies under Section 2.

5. Refund Eligibility

Refunds are issued only in the following situations:

• The order was cancelled before dispatch
• 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

Refunds are not issued in lieu of replacement when stock is available.

6. Refund Timelines

Approved refunds are initiated 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.

8. Marketplace Orders

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 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 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.