Refund Policy

Effective Date: 09/02/2025
Company: SHENZHEN VAGOOL TECH CO., LTD
Brand: Novue
Address: A1205, Gaosheng Building, Zhongxin Road, Shajing, Bao’an District, Shenzhen, China
Website & App: www.novue.com (and related mobile applications)

1. Overview

At Novue, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, this Refund Policy outlines your rights and options for returns, refunds, and exchanges in compliance with international consumer protection laws.

2. Eligibility for Refunds

Refunds are available under the following conditions:

Defective or Damaged Products: If the item you received is faulty, damaged, or not functioning as described.

Incorrect Item Received: If you received the wrong product or a product with missing components.

Order Cancellation: If you cancel your order before it has been shipped.

Non-Delivery: If the item is not delivered within the maximum estimated timeframe outlined in our Shipping Policy.

3. Non-Refundable Items

The following items are not eligible for refunds unless defective or required by law:

Products damaged by misuse, accidents, or unauthorized modifications.

Items returned without original packaging or missing accessories.

Gift cards, promotional items, and digital products (if already accessed/downloaded).

Clearance or final sale items explicitly marked as non-returnable.

4. Return Window

You must request a return within 30 days of receiving your order.

Requests made after this period may not be accepted, unless required by local laws (e.g., EU 14-day withdrawal right).

5. Return Process

To request a return:

1. Contact our support team at support@novue.com with your order number, proof of purchase, and reason for return.

2. Our team will provide instructions and the return shipping address.

3. You must ship the product back in its original packaging with all accessories.

4. Once the return is received and inspected, we will notify you of the approval or rejection of your refund.

6. Refund Method

Approved refunds will be issued to your original payment method (PayPal, credit card, Stripe, etc.).

Refunds may take 5–10 business days to appear in your account depending on your bank or payment provider.

7. Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to our error (defective, damaged, or incorrect product).

Original shipping fees are generally non-refundable, unless otherwise required by law.

8. Exchanges

If you wish to exchange a product, please indicate this when contacting our support team.

Exchanges are subject to stock availability.

9. Digital Purchases (App & Software)

Subscriptions or in-app purchases made via Google Play or App Store are subject to their respective refund policies. Please contact Google or Apple support directly for assistance.

For digital purchases made directly through our website/app, refunds may only be provided in cases of technical issues or legal requirements.

10. Fraud & Abuse

We reserve the right to refuse refunds or returns if fraudulent activity, abuse of the refund policy, or repeated excessive returns are detected.

11. Contact Information

For all refund or return requests, please contact:

Email: support@novue.com
Address: A1205, Gaosheng Building, Zhongxin Road, Shajing, Bao’an District, Shenzhen, China