Return Policy

🔄 Novaxa Refund & Return Policy

At Novaxa Nutrition, your satisfaction and safety are our top priorities. We want you to feel confident when purchasing our supplements, vitamins, and wellness products. This Refund & Return Policy explains what’s eligible for return, how to start a return, how refunds are issued, and what to do if your order arrives damaged or incorrect. Please read carefully before placing an order. By purchasing from Novaxa, you agree to the terms below.

1) Eligibility Overview

Because our products are ingestible, we maintain strict safety standards.

  • Wrong Item Sent / Damaged on Arrival: We will replace the item or issue a refund at no cost to you (see Section 5).

  • Clearance / Final Sale: Items marked “Final Sale,” “Clearance,” “Sample,” or similar are non-returnable.

  • Gifts: If you received a gift purchased from Novaxa, we can issue store credit to the gift recipient once we verify the original order details.

  • Bundles / Kits: Bundled products must be returned as a complete set in original condition (individual components aren’t eligible to be returned separately).

  • Digital Goods: Gift cards, e-gift certificates, and downloadable products are non-refundable.

Tip: If you are unsure whether your item qualifies, email Support@thenovaxa.com with your order number and photos of the item before shipping anything back.

2) Return Window & Proof of Purchase

  • You have 30 days from the delivery date to request a return authorization.

  • Returns must be shipped back within 14 days of receiving your Return Merchandise Authorization (RMA).

  • A valid order number or proof of purchase from Novaxa is required for all returns.

If your return is received after the window or without authorization, it may be rejected or subject to a restocking fee (see Section 8).

3) How to Start a Return (Step-by-Step)

  1. Request Authorization: Email Support@thenovaxa.com with your order number, item(s) you wish to return, and the reason.

  2. Receive RMA & Instructions: Our team will review eligibility and send an RMA number, the return address, and packing guidelines within 1–2 business days.

  3. Pack Securely: Place unopened items in a sturdy box with protective packaging. Include the RMA number inside and write it on the outside of the box.

  4. Ship Your Return: Use a trackable shipping service. Unless the return is due to our error (wrong, damaged, defective), return shipping is paid by the customer.

  5. Keep Proof: Save the shipment receipt and tracking number until your refund is processed.

Returns sent without an RMA or to an incorrect address may be refused or significantly delayed.

4) Condition Requirements

To protect all customers, returned supplements must be safe and resellable:

  • Factory Sealed: Tamper-evident safety seals must be unbroken.

  • Original Packaging: Labels, lids, desiccants, boxes, and inserts must be included.

  • Clean & Undamaged: No stains, odors, stickers, or writing on product packaging.

  • Temperature Integrity: Products must not have been exposed to excessive heat, humidity, or moisture.

Returns that fail inspection will be declined and not refunded. At our discretion, we may offer to dispose of declined returns or ship them back to you for a fee.

5) Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item:

  1. Contact Support@thenovaxa.com within 48 hours of delivery.

  2. Attach clear photos of the outer box, packing materials, and product (including seal).

  3. We’ll review and, if approved, send a free replacement or full refund (including shipping).

In some cases, the carrier may require the original packaging for inspection. Please keep all materials until your claim is resolved.

6) Lost or Stolen Packages

If tracking shows “Delivered” but you can’t find your package:

  • Check with neighbors, household members, and your building/office manager.

  • Allow 24 hours in case of a premature scan.

  • Contact the carrier for GPS delivery details; then email us with the case number.

We will assist with carrier claims, but please note that Novaxa is not responsible for packages after the carrier confirms delivery to the address provided. For prevention, consider using a secure delivery address or a hold-for-pickup option.

7) Refunds: Method & Timing

Once your return is received, we typically complete inspection within 3–5 business days. If approved:

  • Refund Method: Issued to the original payment method. If the method is unavailable, we may offer store credit.

  • Timing: Your bank or provider may take 7-14 business days to post the refund.

  • What’s Refunded: Product price minus original shipping (unless the return is due to a Novaxa error).

  • Return Shipping: Covered by Novaxa only when the return is caused by our error (wrong, damaged, defective).

You’ll receive an email confirming approval or denial. Denied returns will not be refunded; we can return them to you upon request for a reshipping fee.

8) Restocking Fees & Exceptions

We try to avoid fees, but reserve the right to charge up to a 15% restocking fee in the following cases:

  • Missing or damaged retail packaging.

  • Returns received without an RMA or outside the allowed window.

  • Excessive or repetitive returns inconsistent with typical consumer use.

  • Items returned as “unused” that fail inspection.

Restocking fees are deducted from your refund. We do not assess fees for approved returns caused by Novaxa’s error.

9) Exchanges & Store Credit

Prefer an exchange instead of a refund?

  • Unopened Items: Eligible for exchange within the same 30-day window. You’ll pay or receive the difference in price, if any, plus shipping.

  • Flavor/Variant Swaps: Where applicable (e.g., protein flavors), we can exchange unopened variants of the same product.

  • Store Credit: Upon request, approved returns can be converted to store credit for faster reuse.

Note: Opened products cannot be exchanged for safety reasons.

10) International Returns & Duties

International customers are welcome to initiate returns subject to this policy.

  • Return shipping and any customs duties, taxes, or brokerage fees are the customer’s responsibility, unless due to a Novaxa error.

  • Duties/taxes collected by your government are non-refundable by Novaxa.

  • If a package is refused at customs and returned to us, your refund will exclude original shipping and any return fees charged by the carrier or customs.

Before ordering, please verify that all ingredients are permitted in your country (see our Shipping Policy for details).

11) Subscriptions & Recurring Orders (If Offered)

For subscription purchases:

  • Pausing/Canceling: Manage from your account or email us at least 48 hours before the next renewal.

  • Returns: Subscription items follow the same unopened-only rules.

  • Refunds After Renewal: If a subscription shipped before your cancellation request was processed, unopened items can be returned as per this policy.

12) Chargebacks & Dispute Resolution

We’re committed to fair solutions. If there’s an issue with your order, please contact us first at Support@thenovaxa.com. We can typically resolve concerns (late delivery, damaged item, wrong product) faster than a bank dispute.

Initiating a chargeback without contacting us may slow the process and could result in account restrictions if the dispute is deemed improper. This does not limit your rights under applicable consumer laws.

13) Non-Returnable Items (Summary)

For clarity, the following are not eligible for return or refund:

  • Used products.

  • Items without original tamper seals or with broken seals.

  • Final Sale / Clearance / Sample items.

  • Gift cards and digital goods.

  • Returns received outside allowed windows or without authorization.

14) Policy Updates

We may update this policy to reflect changes in regulations, safety standards, or business practices. Any updates will be posted on our website with a new Effective Date. The version in effect at the time we receive your return request applies to that request.

15) How to Reach Us

Need help starting a return or have questions about eligibility?

Novaxa Nutrition — Returns Department
E-mail: Support@thenovaxa.com
Include your order number, full name, and photos (if damaged/incorrect) for the fastest service.

Our promise: We stand behind the safety and quality of Novaxa products. This policy is designed to protect our customers and maintain product integrity while offering a fair, transparent path to refunds or replacements when something goes wrong.