Refund and Return Policy

At Novaïa Officiel, we strive to ensure a qualitative and transparent shopping experience. Our return policy is structured to guarantee fair and rigorous processing of each request.

1. Request Period

You have a period of fourteen (14) days from the receipt of your order to submit a return request.
Any request made beyond this period may be considered exceptionally, according to our internal procedures.

2. Conditions for Accepting Returns

Returns or exchanges are accepted only in the following situations:

Defective item
Item not compliant with the order
Sizing issue (with photo proof)

Returned items must be:

In their original condition
Unworn, unwashed, undamaged
Accompanied by their packaging and any accessories

Each return is subject to verification by our quality team before final validation.

3. Procedure to Follow

Before any shipment, it is essential to contact our customer service:
Support@novaia-officiel.com

After reviewing your request, our team will provide you with precise return instructions.
Any package returned without prior validation may be refused.

4. Exchanges

In case of a sizing issue or a non-compliant product, an exchange may be offered, subject to availability and after validation by our verification department.

5. Compensation Terms

When the return is validated and complies with the conditions mentioned above, an appropriate commercial solution will be implemented in the form of a credit (voucher) corresponding to the value of the item(s) concerned.

This credit will be usable across the entire online store according to the terms specified at the time of its issuance.

For logistical harmonization and quality of service, Novaïa Officiel does not process direct financial refunds, but prioritizes the issuance of a credit or product exchange when the request is validated.

6. Return Processing

Upon receipt of the package, an inspection is carried out by our team.
After validation, the exchange or issuance of the credit is processed as soon as possible.

All communications regarding your case will be made exclusively by email to the address used when placing the order.