Refund policy

📄 NOVAVA™ Refund & Return Policy

Contact Email: novavasupport@gmail.com

At NOVAVA™, we take extreme pride in the quality and safety of our products. Because our items involve infant care and personal hygiene, we enforce strict compliance guidelines to protect both our customers and our business under South African law, including the Consumer Protection Act (CPA) 68 of 2008 and the Electronic Communications and Transactions Act (ECTA) 25 of 2002.

Please read our return policy carefully before placing an order.

1. 7-Day Cooling-Off Period (ECTA Compliance)

In terms of Section 44 of the South African Electronic Communications and Transactions Act (ECTA), you are entitled to cancel your purchase within 7 (seven) days of receiving your order, subject to the following strict conditions:

  • The item must be completely unused, unopened, and sealed in its original, undamaged manufacturer packaging.

  • All protective seals, tags, and security films must remain 100% intact.

  • Under Section 44(2) of the ECTA, the customer is strictly responsible for the direct cost of returning the item to us using a trackable door-to-door courier service.

2. Eligibility & Strict Hygiene Requirements

Due to the nature of infant feeding equipment and health/hygiene standards:

  • Opened or Used Items: Any item that has been removed from its original packaging, used, filled with liquid, or exposed to milk/water cannot be returned or refunded under any circumstances due to sanitary and health protection reasons, unless determined to have a genuine manufacturing defect.

  • Proof of Purchase: A valid receipt, tax invoice, or order number is required for all returns.

3. How to Initiate a Return

Do not send items back without prior authorization. Unsolicited returns will be rejected at delivery.

  1. Email our support team at novavasupport@gmail.com within your eligible return window.

  2. Include your Order Number, proof of purchase, and clear photos/videos showing that the product packaging is unopened and in factory condition.

  3. If approved, our team will issue a Return Authorization and provide the correct return warehouse address and dispatch instructions.

4. Shipping Costs for Returns

  • Customer Responsibility: Except in cases where an item is confirmed by us to be defective or incorrectly sent, all return shipping fees are non-refundable and must be arranged and paid for by the customer.

  • We strongly advise using a reputable, trackable courier service (e.g., Aramex, Courier Guy). NOVAVA™ takes no responsibility for items lost, damaged, or delayed in transit back to us.

5. Damaged, Defective, or Incorrect Goods (CPA Warranty)

We inspect all goods prior to dispatch. However, if your parcel arrives damaged or with a verified defect:

  • You must notify us at novavasupport@gmail.com within 48 hours of delivery, attaching clear photos or video evidence of the outer packaging and the defect.

  • If confirmed defective within the statutory warranty period under the CPA, we will either repair, replace, or refund the defective unit.

  • Exclusions: The statutory warranty does not cover damage resulting from fair wear and tear, misuse, accidental dropping, water damage to non-waterproof electrical components, or failure to follow the product operating instructions.

6. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable:

  • Items marked as "Clearance", "Final Sale", or purchased during specific promotional sales.

  • Gift cards.

  • Products with broken protective/hygiene seals.

7. Refund Processing

Once your return is received at our designated facility, it will undergo a physical inspection by our quality control team.

  • Approval/Rejection: We will notify you via email whether your return has been approved or rejected based on item condition.

  • Processing Time: If approved, your refund will be processed via your original method of payment within 7 to 10 business days. (Please note your banking institution may take additional time to reflect the funds in your account).

  • Deductions: Initial shipping fees incurred by NOVAVA™ during dispatch are non-refundable.