RETURNS POLICY FOR ONLINE PURCHASES

There are 2 ways you can exchange or refund your Online purchase:

                      1. You can post your item(s) back to the Online Store. We must receive your return within 30 days of the date on your receipt.

 Please ensure you enclose a completed copy of your Returns Form that was received with your order. If we cannot identify the parcel as yours, this will cause delays in processing your refund or exchange.

 For postal returns, you are responsible for return postage costs. We strongly recommend registered post, as we cannot accept responsibility for items lost in transit. If a non-registered parcel is lost, our Customer Service team will have limited compensation options.

 When requesting an exchange from the Online store, we will post your new items without charging for a second delivery. If your requested item is not available when your return is received, we will process a refund for you instead.

 Refunds and exchanges are generally processed within 2-3 business days of us receiving your parcel. Please allow some additional time during high-volume periods.

 

2. You can return your purchase in your local Novo store, within 14 working days of the date on your receipt.

 As proof of purchase, please show the store staff your packing slip, or your email receipt.

 *Important Note: Online Afterpay orders can only be refunded by posting your item(s) back to the Online store. If returning to a Novo store, Afterpay orders can be exchanged for another item, or a Novo Gift Card (valid for 3 years).

 

 All returned items must be in unworn and original condition. All packaging and labels must be attached.

Postage charges on returns are not refundable, with the exception of faulty items.

The Online Store cannot exchange or refund items purchased in a Novo retail stores. 

 

RETURNS POLICY FOR STORE PURCHASES

Please choose carefully, as we do not offer a refund if you simply change your mind.

We do however, offer an exchange or credit note for change of mind within 30 days of your purchase.

You are entitled to a refund, exchange or credit note if the products you have purchased have a manufacturing fault.

Please keep your receipt for proof of purchase.

 

RETURN POLICY FOR PURCHASES MADE DURING SPECIAL OFFERS / PROMOTIONS

The below is applicable to online and instore purchases.

Please Note: Refund and Exchange values are subject to re-calculation if you purchased multiple items within a special promotion, and later return one of them. This voids the promotion as the Ts+Cs are no longer met.

Promotions may include 2nd item 50% off, 2nd item $20, 2 for $50, and other special offers.

If you would like a refund on a style purchased as part of one of our promotions, we consider the item you choose to keep as being the full price item, and the one you are returning as being the discounted item. We will refund you the difference.

Example:

  • If you purchased during 2nd item $20, and you wish to refund 1 item, you will be refunded $20.00 only.
  • If you purchased during 2 for $50 and wish to exchange 1 item, it must be to the same value

All refunds/exchanges are based on the item being returned in original condition with packaging and receipt. Without a receipt, we cannot offer any of the above.

 

GIFT CARD PURCHASES

Online or instore purchases made using a Gift Card can only be returned for an exchange, or Novo Gift Card or e-voucher (valid for 3 years).

 

PURCHASE LOCATION

RETURN LOCATION

EXCHANGE

RETURN FOR GIFT CARD

RETURN FOR REFUND

In-store

In-store

Yes

Yes

No

Online

In-store

Yes

Yes

Yes

In-store

Online

No

No

No

Online

Online

Yes

No

Yes