Refund policy

Return & Refund Policy for Prime Nova

Effective Date: September 1, 2024

At Prime Nova, we strive to ensure you are completely satisfied with your purchase. Please read our policy carefully regarding returns, refunds, and replacements.

1. Overview & General Policy

Because we source our innovative products globally to bring you the best quality at the best prices, our return logistics are strictly managed to avoid unnecessary international shipping delays and costs. Please review the conditions below carefully before requesting a return or refund.

2. Damaged or Defective Items

We take quality control very seriously. If your item arrives damaged, defective, or incorrect, we are here to make it right immediately:

  • Reporting Window: You must contact our support team within 7 days of receiving your order.

  • Proof Required: You must provide clear photographic or video evidence showing the damage or defect of the product and its packaging.

  • Resolution: Once verified, we will process a Free Resend of the item or issue a full refund, as per your preference, without requiring you to ship the damaged item back to our overseas fulfillment centers.

3. Returns & Change of Mind Policy (Strict Terms)

At Prime Nova, we maintain a strict policy regarding returns for non-defective items or change of mind:

  • Zero Liability for Return Costs: Under no circumstances will Prime Nova cover, reimburse, or provide return shipping labels for "change of mind", unwanted purchases, or incorrectly ordered items. The customer bears 100% of the return shipping costs.

  • Non-Refundable Original Shipping: Original shipping fees (if any) are entirely non-refundable.

  • Strict Timeframe: Return requests for unused items must be formally submitted within exactly 7 days of delivery. Requests made after this window will be automatically rejected.

  • Condition of Items: The item must be in brand-new, unused condition, factory-sealed in its original packaging with all tags and accessories intact. If an item is opened, used, damaged by the customer, or missing its original packaging, no refund or exchange will be granted, and the item will not be shipped back to the customer.

  • Mandatory Authorization: Any unauthorized returns sent back without prior written approval and a designated Return Merchandise Authorization (RMA) from our support team will be refused upon arrival and discarded without compensation.

4. Partial Refunds (Diplomatic Resolution)

In certain situations where a customer is slightly dissatisfied or minor issues arise that do not warrant a full return or item replacement, Prime Nova reserves the right to offer a partial refund as a fair, diplomatic resolution. This allows you to keep the product while receiving a partial financial reimbursement.

5. Refunds Processing

Once your return request is approved and the returned item is inspected (where applicable), your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of business days.

6. Contact Us

If you have any questions regarding our Return & Refund Policy, or if you need to report a damaged item, please contact our support team through our store contact page.