Return & Refund Policy

Effective Date: November 27, 2025

1. Overview

At Novaori, we strive to ensure customer satisfaction and confidence when purchasing our high‑performance cycles and cycling gear. This Return & Refund Policy explains the process for canceling orders, returning products, exchanging items, and receiving refunds. We are committed to making this process as clear and hassle‑free as possible.

2. Eligibility for Returns

Products purchased from Novaori can be returned under the following conditions:

• Return Window: Returns must be initiated within 30 calendar days from the date of purchase. Items returned after 30 days will not be accepted.
• Order Confirmation Date: The date of purchase is determined by your e‑commerce receipt, not the shipment or delivery date.
• Customer Contact Authority: The person initiating the return must have actual or implied authority to return the product (e.g., the purchaser or an authorized recipient).
• Original Condition: Items must be in resalable condition with all original packaging, documentation, and accessories included.

3. Non‑Returnable Items

The following products are not returnable:

• Used Personal Protective Equipment (PPE): Helmets or similar PPE items that show any signs of use (including evidence of fitting or wear).
• Out‑of‑Seal Clothing / Underwear: For hygiene reasons, clothing, bib shorts, underwear, and similar garments that have been removed from their sealed packaging.
• Custom / Special Orders: Any custom‑built or special‑order bikes or components specifically configured for you.
• Sale or Clearance Items: Products marked as Final Sale or Clearance at the time of purchase.
• Items Damaged Due to Misuse: Products damaged due to misuse, neglect, improper installation, or accidents, unless the damage is confirmed to be caused by a manufacturing defect.

4. Return Timeframe

• Standard Return Window: 30 calendar days from the date of purchase.
• Return Initiation: You must contact customer support and initiate the return process within this 30‑day window.
• Shipping Deadline After Approval: Once your return is approved, the item must be shipped back to Novaori within 5 business days.
• Receipt by Novaori: Your returned item must be physically received at our returns facility within 45 calendar days of the original purchase date.

5. Conditions for Returns

To be eligible for a return, items must meet all of the following conditions:

• Unused and Unassembled: Products must be unused and unassembled (except for minimal inspection).
• Original Packaging: All original packaging, boxes, tags, labels, and protective materials must be intact and included.
• All Accessories Included: All accessories, documentation, warranty cards, and manuals must be included.
• No Wear or Damage: No signs of wear, use, dirt, or damage to the product or its packaging.
• Original Condition: Items must be in the same condition as received.
• For Bikes: Any assembly must be reversible without permanent modification, and no components may be cut, altered, or swapped.

6. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Customer Support Email support@novari.com or call +1 (239) 342-0019 with your order number and reason for return.
2. Provide Order Information Include order number, order date, item(s) you wish to return, and a brief explanation.
3. Await Approval Our customer support team will review your request and respond within 2 business days.
4. Receive Return Authorization If approved, you will receive a Return Authorization (RA) number and detailed return instructions.
5. Prepare Package Pack the item securely in its original packaging. Clearly write the RA number on the outside of the package (if required in the instructions).
6. Ship Item Send the package to the return address provided by customer support using your chosen carrier.
7. Track the Return Use a trackable shipping method and keep the tracking number for your records.

7. Return Shipping Fees

• Customer Responsibility: Customers are responsible for return shipping fees unless the return is due to Novaori’s error or a confirmed product defect.
• Defective Products: If an item is defective or damaged due to Novaori or the manufacturer, return shipping is free. A prepaid return label will be provided where applicable.
• Wrong Item Shipped: If the wrong item was shipped due to Novaori error, return shipping is free.
• Shipping Method: Use a tracked shipping method (e.g., UPS, FedEx, USPS Priority Mail, or similar).
• Insurance Recommendation: For high‑value items, we strongly recommend purchasing shipping insurance.

8. Refund Eligibility

Refunds will be issued for approved returns that meet all of the following criteria:

• The item is received by Novaori within 45 days of the original purchase date.
• The item is in original, unused condition with all packaging and accessories included.
• A valid Return Authorization (RA) was obtained prior to shipping the item back.
• The product passes quality inspection upon receipt.
• All conditions outlined in Section 5 are satisfied.

Refund Deductions:

• Restocking Fee: A restocking fee of up to 15% may be deducted for items showing signs of handling beyond normal retail inspection or incomplete packaging.
• Return Shipping Fee: If the customer paid for return shipping and the return is not due to Novaori’s error or product defect, the shipping cost will not be refunded.

9. Refund Method

• Original Payment Method: Refunds will be issued to the original payment method used at checkout.
• Credit Card Refunds: Typically appear as a credit on your next billing statement.
• Debit Card Refunds: Usually processed within 5–7 business days by your bank after we issue the refund.
• PayPal Refunds: Refunded directly to your PayPal account within approximately 3–5 business days after processing.
• Store Credit Option: At your request, refunds may be issued as store credit. Store credit may be offered up to 105% of the eligible refund amount (where available and subject to current promotions or policies).

10. Refund Processing Time

• Upon Receipt: Refund processing begins when Novaori receives and inspects the returned item.
• Inspection Period: Typically 3–5 business days to verify condition and eligibility.
• Approval & Internal Processing: Once approved, the refund is submitted to your payment provider within 1–2 business days.
• Funds Returned to Account: Depending on your bank or payment provider, it may take an additional 5–10 business days for funds to appear.

Total Estimated Timeline: Approximately 10–20 business days from the date Novaori receives your returned item until the refund appears in your account.

11. Exchanges

• Exchange Eligibility: Exchanges are available for defective items or items damaged during shipping within 30 days of purchase.
• Size/Color Exchanges: Where inventory allows, customers may exchange for a different size or color if the original item is defective or damaged.
• Bike Frame Exchanges: For complete bikes, exchanges for frame size or model may be possible depending on stock and condition of the returned bike.
• Replacement Shipping: Replacement orders typically ship within 1–3 business days after the exchange is approved.
• Additional Fees: Standard shipping is generally free for approved exchange replacements.

12. Damaged or Defective Products

• Report Within 7 Days: Any damage or defect must be reported within 7 calendar days of receipt.
• Documentation Required: Please provide clear photos of the damage/defect and of the packaging.
• Shipping Damage: If damage occurred during transit, report it to Novaori within 7 days so that we can coordinate with the carrier.
• Manufacturing Defect: Products with verified manufacturing defects are eligible for repair, replacement, or full refund, as appropriate.
• Return Shipping for Defects: Novaori will cover return shipping costs for damaged or defective items.
• Replacement Priority: Damaged/defective items receive priority handling for replacement orders.
• Full Refund Option: Instead of a replacement, you may request a full refund for defective or damaged items.

13. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

1. Check Your Account: Review your bank, card, or PayPal account again.
2. Contact Your Provider: Contact your bank, credit card company, or PayPal, as there may be additional processing time.
3. Contact Novaori: If you still have not received your refund, contact us at support@novari.com with your order and refund details.
4. Inquiry Timeline: Please report missing refunds within 30 days of the date we confirm that the refund has been processed.
5. Investigation Period: Novaori will investigate and provide a status update within 5 business days.
6. Dispute Resolution: If the refund cannot be located, you may need to file a dispute with your financial institution. We will provide any documentation we can to assist.

14. Contact Information

For all return and refund inquiries, please contact:

Novaori 1015 Sneed Rd, Decatur, TN 37322, USA Phone: +1 (239) 342-0019 Email: support@novari.com Website: https://novari.com Customer Service Hours: 24/7 support available Typical Response Time: 24–48 hours on business days

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