Refund policy
At NovaDesire, we want you to love what you ordered. If something isn't right, you can return it within 30 days of delivery.
Return Window
You have 30 days from the date your order is delivered to request a return or exchange.
Return Conditions
To be eligible for a return, items must be:
- Unworn, unwashed and unaltered
- In their original condition with all tags attached
- Requested within 30 days of delivery
The following items cannot be returned:
- Items that have been worn, washed or altered
- Items without their original tags
- Items requested for return after the 30-day window
How to Start a Return
1. Email us at hello@novadesire.com with your order number and the reason for your return.
2. We'll reply within 24 hours with return instructions and a return authorization.
3. Pack the item(s) securely, in the original packaging where possible.
4. Ship the item(s) to the return address provided in your return authorization.
Please don't send items back without contacting us first. Returns without an authorization can't be processed.
Return Shipping Costs
- Damaged, defective or incorrect items: we cover the full return shipping cost and send you a prepaid return label.
- Change-of-mind returns: the customer is responsible for return shipping costs. We recommend using a tracked shipping service, as we can't be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds are issued within 10 business days to your original payment method. Depending on your bank or card provider, it may take a few extra days for the refund to appear.
Original shipping charges are not deducted from refunds, as standard shipping is free.
Exchanges
To exchange an item for a different size or color, email us at hello@novadesire.com with your order number and the size or color you'd like. Exchanges are subject to availability.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery at hello@novadesire.com with:
- Your order number
- A short description of the issue
- Photos of the item and packaging
We'll send a free replacement or issue a full refund, whichever you prefer.
Order Cancellations
You can cancel your order free of charge until it has been processed for shipping (usually within 1–2 business days). Email us at hello@novadesire.com as soon as possible with your order number.
Contact Us
Email: hello@novadesire.com
Phone: +1 833 315 4355
Hours: Monday – Friday, 9:00 AM – 6:00 PM EST; Saturday – Sunday, 11:00 AM – 4:00 PM EST
Company Information
Store Name: NovaDesire
Operated by: Nova Miami LLC
Business Address: 7901 4th St N, #35152, St. Petersburg, FL 33702, United States