Refund policy
Last updated: March 3, 2026
At Novu, we want you to be satisfied with your purchase. If you are not completely happy, we offer a 30-day return policy under the terms outlined below.
1. Returns Eligibility
Returns must be requested within 30 days of delivery.
Items must be unused, uninstalled, and in their original packaging.
Products showing signs of use, installation, damage, or modification are not eligible for return.
A valid proof of purchase is required for all returns.
2. Return Process
To initiate a return, please contact us at:
Once your return request is reviewed and approved, we will provide instructions on how and where to send your item.
Items sent back without prior authorization may not be accepted.
3. Return Shipping
Customers are responsible for return shipping costs for eligible returns unless otherwise stated.
Customers must follow the provided return instructions to qualify for any applicable return coverage.
Returns sent to an incorrect address or without authorization may be refused.
4. Refunds
Refunds are issued after the returned item has been received and inspected.
Approved refunds will be processed to the original payment method used at checkout.
Refund processing times may vary depending on your payment provider or financial institution.
5. Non-Returnable Items
The following items are not eligible for return:
• Products that have been installed or used
• Items damaged due to improper installation or misuse
• Items returned outside the 30-day return window
• Clearance or final sale items (if applicable)
6. Return Condition Enforcement
Products that have been installed, used, modified, or returned without original packaging may be rejected or subject to a partial refund at our discretion.
Items returned in a condition different from how they were originally shipped may incur restocking fees or be denied a refund.
7. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery.
Requests must include clear photos of the product and packaging so our team can evaluate the issue.
After review, we may provide a replacement, partial refund, or full refund depending on the situation.
8. In-Transit Orders
Orders that have already been processed and shipped cannot be canceled.
Once a package is in transit with the shipping carrier, delivery timelines are controlled by the carrier.
Refunds or replacements cannot be issued for orders that are still in transit.
9. Lighting Performance Disclaimer
Perceived brightness, color temperature, and lighting appearance may vary depending on room size, wall colors, ceiling height, surrounding lighting, and environmental conditions.
Because lighting performance can be subjective and dependent on the installation environment, differences in brightness or color perception are not considered product defects.
Customers are responsible for reviewing product specifications such as lumens, wattage, and color temperature before purchasing.
10. Chargebacks & Disputes
Customers agree to contact Novu directly before initiating a chargeback or payment dispute with their bank or payment provider.
We are committed to resolving issues quickly and fairly.
Initiating a chargeback without first contacting our support team may delay resolution and require additional verification regarding the order.
11. Product Selection Guidance
We encourage customers to carefully review product dimensions, specifications, and lighting characteristics before placing an order to ensure the fixture is suitable for their space and installation requirements.