Return Policy

Welcome to purchase products from the NOVARAISE CO., LTD EU website. To protect your shopping rights, we have formulated this Return Policy in accordance with relevant EU consumer rights regulations, hoping to provide you with a clear and convenient after-sales experience.

I. Return Policy

(I) Return Period

You have the right to return your product to us for any reason within 14 days of receiving it, without specifying the reason. If we do not clearly inform you about return information during the sales process, your return period will be extended to 12 months. The return period begins on the date you actually receive the product.

(II) Return Conditions

Returned products must be new, unused, unwashed, and undamaged, with original tags and packaging intact. All accessories, gifts, and manuals must be returned. If the product does not meet these conditions, we may refuse a refund.

(III) Return Process

If you wish to return a product, please first visit our Return Request page, log in to your account, follow the prompts to select the product you wish to return, and submit your return request. After submitting your return request, if you are located in certain designated areas within the EU, we will provide you with a free return shipping label (if available). You can print and affix it to your return package and arrange for a courier to pick it up or return the item to a designated courier point. If the free return shipping label service is not available in your area or you choose to arrange return shipping yourself, you will be responsible for all shipping costs.

Please ensure that you ship the item within a reasonable time after submitting your return request (generally recommended: 7 days). Please enter the return shipping number and other relevant information during the return process on our website so that we can track the return.

(IV) Refund Processing

We will process your refund within 14 business days of receiving and inspecting your returned item. The refund will be credited to the original payment account used, such as a credit card, debit card, or third-party payment account. If you paid with a gift card, the refund will be credited to the gift card account. The refund amount will include the actual purchase price, but will not include additional shipping charges for non-standard shipping options (such as expedited shipping) selected when placing your order, unless the return is due to product quality issues or our fault.

If you encounter any issues with the refund process, such as not receiving your refund within the expected timeframe, please contact our Customer Service team and we will assist you in verifying the refund. Due to differences in refund processing times between payment processors, the actual timeframe for your refund will be subject to your payment processor's processing speed.

II. Exchange Policy

Unfortunately, our EU website currently does not offer exchanges directly. Due to inventory constraints and to ensure timely delivery of your desired product, if you require a change in size, color, or style, we recommend the following options:

You can first place a new order for the desired product on our website to ensure availability.

Also, return the unneeded item to us according to the above return process. We will process your refund upon receipt of the returned item. This way, you can receive the product you desire as quickly as possible, avoiding delays while waiting for an exchange.

III. Special Cases

(I) Product Quality Issues

If the product you received has a quality issue, such as damage, defects, or a serious discrepancy with the product description, please contact our customer service team as soon as possible after discovering the issue (recommended within 7 days) and provide relevant photos or videos as evidence. We will provide you with the following solutions:

If the product quality issue is minor and can be resolved with a simple repair, we will arrange for a professional to provide repair services or guide you through simple repair procedures (if possible). The repair costs will be borne by us.

If the product quality issue is more serious and cannot be resolved with repair, we will process a free return and cover the return logistics costs. Alternatively, we will replace the product with a new one of the same model, and cover the shipping costs of the replacement product, if requested.

(II) Wrong or Missing Items

If we have misdelivered or missed an item due to our own fault, please contact us immediately after receiving the item. We will verify the situation and resolve the issue as quickly as possible:

For misdelivered items, we will arrange for you to return the item (at our expense) and resend the correct item as soon as possible. For missed shipments, we will promptly replace the missing items to ensure you receive your order. We will cover the shipping costs for the replacement items.

IV. Notes

If you refuse to accept the package, fail to pick it up at the pickup point within the specified time, or the package is returned due to an inaccurate or incomplete delivery address, this will be considered a voluntary return. We will deduct the initial shipping fee (if any) from your original order and will not cover any additional logistics costs incurred due to address issues.

Please package the return item properly to ensure it is not damaged during shipping. Damage to the item during return due to improper packaging may affect your refund.

If you have any questions about this return policy or encounter any issues during the return or exchange process, please feel free to contact our customer service team. You can contact us by emailing [email protected] or filling out the form on the "Contact Us" page on our website. Our customer service staff will be happy to assist you and resolve any issues.​

NOVARAISE CO., LTD is committed to providing you with high-quality products and satisfactory service. Thank you for your understanding and support.