Refund & Returns Policy
Last Updated: May 2026
At novaa, we are committed to providing high-quality wigs, bundles, closures, and frontals. Due to the hygienic and custom nature of our products, please read this policy carefully before placing an order.
Important Notice
All sales are final on worn, installed, or custom items. Please review our eligibility criteria before requesting a return.
No Refunds on Custom or Worn Items
For hygiene and quality assurance reasons, novaa does not offer refunds, returns, or exchanges on:
- —Worn wigs or hair products
- —Installed or altered units
- —Custom-coloured wigs
- —Customised or made-to-order units
- —Products that have been brushed, combed, cut, washed, or chemically treated
- —Sale or promotional items
Eligibility for Returns or Exchanges
Returns or exchanges may only be considered if:
- —The incorrect item was received
- —The product arrives damaged
- —The item received significantly differs from the order placed
To Qualify
- ✓Item must remain unused and in original condition
- ✓Lace must not be cut
- ✓Tags and packaging must remain intact
- ✓Request must be made within 48 hours of delivery
Return Request Process
To request a return or exchange, contact novaa with the following:
- —Full name
- —Order number
- —Clear photos or videos of the item
- —Description of the issue
novaa reserves the right to deny returns that do not meet the conditions outlined in this policy.
Refund Process
If a refund is approved:
- —Refunds will be processed to the original payment method
- —Processing times may vary depending on the payment provider or bank
Shipping costs are non-refundable.
Order Cancellations
Orders may only be cancelled within 12 hours of purchase, provided processing has not yet begun.
Once processing or customization has started, cancellations will no longer be permitted.
Shipping Issues
novaa is not responsible for:
- —Delays caused by couriers
- —Incorrect addresses provided by customers
- —Parcels marked as delivered by the courier
We will assist customers in resolving courier-related concerns where possible.
Product Care
Proper maintenance is essential to preserve the quality and longevity of your hair products. novaa is not responsible for damage resulting from:
- —Improper maintenance
- —Excessive heat
- —Harsh chemicals
- —Incorrect product use
Hair care instructions may be provided with your order.