NovaXCase Return and Refund Policy

Last Updated: February 6, 2026

Thank you for shopping with us at NovaXCase. Our Return and Refund Policy is designed to provide a clear, transparent, and fair process for returns, refunds, and exchanges. Please review the information below to understand eligibility, procedures, and timelines.

Scope and Contact Information

This policy applies to orders shipped within the United States.
For questions regarding returns or refunds, please contact us using the details below:

Email: support@novaxcase.com
Phone: +40745857159

Address:
NovaXCase
STORE PHONE CASE SRL
Str. Tineretului 63, Bl. 3, Sc. B, Et. 1, Ap. 14
Dudu, Ilfov, 077041
Romania

Policy Overview

Return Period: 90 days from the delivery date
Refund Processing Time: Within 7 business days after inspection
Return Shipping Costs: Covered by the customer unless the product is defective, damaged, or incorrect

Order Cancellations

Orders may be cancelled shortly after purchase by contacting our customer support team.
If an order has already been shipped, it cannot be cancelled and must follow the return process outlined below.

Return Conditions

Returns are accepted under the following conditions:

Return Window: Items must be returned within 90 days of delivery.
Item Condition: Items must be unused, undamaged, and returned in their original packaging with all included accessories.
Proof of Purchase: A valid order number is required for all returns.
Exceptions: Custom or personalized products and items clearly marked as non-returnable on the product page are not eligible for return.

Return Instructions

To initiate a return, please follow these steps:

Contact Customer Service: Email support@novaxcase.com with your order number and the reason for return. Supporting photos may be requested.
Receive Return Authorization: Our support team will review your request and provide return instructions. Returns must be authorized before being sent back.
Return Packaging: Securely package the item in its original packaging with all included components.
Shipping: Follow the instructions provided in your return authorization email.
Return shipping costs are covered by the customer unless the item is defective, damaged, or incorrect.

Refund Policy

Refund Approval: Once your returned item is received and inspected, we will notify you of the approval status.
Processing Time: Approved refunds are processed to the original payment method within 7 business days. Your bank or payment provider may require an additional 10–15 business days to post the refund.
Confirmation: You will receive a confirmation email once the refund has been processed. If the refund does not appear within the expected timeframe, please contact your bank or reach out to us for assistance.

Exchange Policy

We offer exchanges for defective or incorrect items.
If you ordered the wrong model, color, or variant, please follow the return process and place a new order for the desired item. Exchange requests are subject to product availability.

Exceptions and Special Cases

Defective or Damaged Items: If your item arrives damaged or defective, please contact us as soon as possible. We will arrange a return at no cost and offer a replacement or refund.
Incorrect Items: If you receive an incorrect product, please contact us and we will cover return shipping and send the correct item.
Lost Packages: If your order does not arrive within the estimated delivery timeframe, please contact us so we can initiate an investigation with the shipping carrier.

Processing Times

Return Request Window: Within 90 days of delivery
Inspection Period: Within 7 business days after receipt
Refund Issuance: Within 7 business days after inspection

Return Shipping Address (if authorized)

NovaXCase
STORE PHONE CASE SRL
Str. Tineretului 63, Bl. 3, Sc. B, Et. 1, Ap. 14
Dudu, Ilfov, 077041
Romania

Do not send returns without prior authorization.

Legal Rights

This policy is provided in addition to your rights under applicable consumer protection laws. Nothing in this policy limits or excludes mandatory statutory rights available to customers in the United States.