Personal use Items (such as pads, liners, cup spots etc.) purchased from Novel Red are non-returnable and non-refundable due to the personal nature of the product. Any custom order is non-refundable. Due to the order fulfillment and shipping process orders cannot be cancelled or edited once placed so please be sure your order is correct prior to completing the checkout process.
Non-personal use items may be returned within 5 calendar days of delivery. Please follow return guidelines below for any returns. (Pads, liners, cup spots and any other personal use items are not eligible for return. Any personal use items returned will be discarded for sanitary reasons.) If you are unsure if your item is considered personal use please email firstname.lastname@example.org and we will answer any questions you may have.
*There will be a 15% restocking fee for any exception made to our order cancellation policy and for any items that are not personal use items that are returned. This fee will be calculated from the total amount of the order (not including shipping and applicable tax) and will then deducted from any refund amount due. Cancellations are not accepted for sale or discount reasons. If you would like to return a clean, unused/new condition non personal use item you must contact us prior to return to obtain a RMA number and return instructions. Return shipping and insurance is paid by the customer after obtaining the RMA number and return instructions and any refund due will be sent within 10 business days of return item receipt for unused and undamaged return item(s) after verifying the condition of the return. Sorry, original shipping and return shipping are non-refundable in the event of customer returns. It may take 7-10 business days (estimate) after any refund is sent for it to be credited back to the original payment method depending on that company's policies. Unauthorized and undocumented returns will not be refunded so please make sure to contact us first to arrange to send your item back.
Sale items and special sales event discount items etc. (if/when applicable):
Sale and special discount/sales event items are considered final sale. They may not be cancelled, returned, refunded or exchanged. No alterations or special requests are available for free items or giveaway items.
Exchanges or Replacement (if applicable)
We only replace new unwashed and unused personal items and only if they are defective due to faulty workmanship or a flaw in the physical item created during manufacturing that renders it unusable or non-functioning.
Non-personal use items may be exchanged or replaced for the same reasons listed above. Please follow the return guidelines to request exchange or replacement. All return shipping is paid by the customer unless there was an error on our part during the original sale.
If there is a quality issue with one of your items please send us an email at email@example.com promptly with photo documentation and a description of the quality issue.
Damage caused by faulty care and wash routines and products or misuse of the item does not warrant product replacement. If an exchange or replacement is granted it is not guaranteed to be replaced with the same print or fabric as each item is unique and available items, fabrics and prints change frequently. If a suitable exchange or replacement item is unavailable we may choose to issue you a store credit in the amount of your item's purchase price at our discretion.
You will be responsible for paying for your own shipping costs for returning your item in the event that an exchange, return or replacement is approved. PLEASE DO NOT send an item back to us without exchange approval and without contacting us first at firstname.lastname@example.org.
Shipping costs are non-refundable. If you receive a store credit or exchange/replacement for an item, the cost of any shipping fees incurred by Novel Red including original item and return shipping whenever applicable will be deducted from your credit.
If an order is returned to us with postage due or due to non-delivery caused by faulty destination address or any other reason, you will be responsible for the cost of the postage due as well as the original and secondary shipping charges to re-send your package.
Depending on where you live, the time it may take for your exchanged/replaced product to reach you, will vary.
If you are shipping an item back to us after contacting us and receiving authorization for an exchange/replacement item, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Items lost in the mail and not trackable or insured will not be granted exchange or replacement regardless of the reason.
Our shipping service includes general tracking via USPS and a tracking number is provided with all orders. Tracking data availability and timing varies and is not monitored by Novel Red nor is inadequate tracking information from USPS grounds for refund or exchange/replacement as we have no control over their tracking system or the package once it is shipped. Please contact the USPS with your tracking number in regard to questions or additional info on updates or status on your order once it is shipped.
Novel Red is not responsible for any damage caused during shipment or once your order has been shipped out. We strongly recommend you purchase insurance to safeguard your order especially for orders of a large dollar amount as items damaged or missing due to shipping transit or USPS problems will not be eligible for return, exchange or replacement. You may contact us prior to ordering at email@example.com in order to purchase shipping insurance. Once an order is placed insurance cannot be added so please contact us prior to placing your order.
Separate orders are not combined and no refunds on postage will be given for placing multiple orders with the exception of domestic orders placed on the same calendar day CST U.S. as outlined in our shipping policies.
If your order contains a gift please be sure to order in advance as refunds will not be issued due to late delivery. Once an order is shipped the transit time varies and is not the responsibility of Novel Red.
Please contact us at firstname.lastname@example.org with concerns about your order if you need assistance.