Return and Refund Policy
If you’re looking to return or exchange your order for whatever reason, we’re here to help!
Orders with 3 or more of the same SKU within a single order and oversized items are considered a bulk order, which shall refer to Bulk Order Return/Exchange and Refund Policy at the bottom of the page.
Orders that are not considered oversized and/or bulk orders are fall under the Standard Order Return Policy, below.
Standard Order Return Policy
We offer free returns for standard orders, as long as the product is unused, in new condition or is defective, and the return is requested within 30 days of delivery. Return requests made after 30 days of delivery shall not be covered by our free return policy.
We offer easy returns and exchanges within 30 days of delivery for most items if you have ordered less than 3 units. You can return your product for store credit, a different product, or a refund to the original payment method. We offer a prepaid shipping label through FedEx to make your product drop off easy.
If you choose to return your product for a refund, we will offer you a prepaid return shipping label. The item must be in its original packaging and condition to be accepted. We can only accept returns that were returned using the Noviland generated return-label. We highly recommend holding onto the original box as well, as this will make the return process much easier. You bear the risk of loss during shipment.
Large/oversized items and orders that are too big for FedEx will be returned to us through a freight delivery service. We only offer free returns for large or oversized products if all of the following conditions are met: (i) the products are damaged or defective; (ii) the products must be in new and unused condition and in original packaging with all parts and pieces. For large items that are returnable without meeting the conditions above, we do not offer free returns. We will refund you the products’ cost less return shipping fees after we receive and inspect your returned products. Our partner companies will arrange a pick up time at the delivered address and pick up your large/oversized item to ship back to us. We will recommend some of our delivery partners in your area.
Missing a part, piece, or component? Let us fix that! Shoot us a message in your order about what’s missing and we’ll get right on that! Just follow the steps in our Return & Exchange Process, below.
Please note the following exceptions to our return and refund policy:
- Free gifts, items in our Open Box category, and Manufacturer-Direct Orders are final and cannot be returned or exchanged
- Returned items that have visible signs of wear or use
- Items in a quantity of 3 or more from a single order (Bulk Order)
- Items you have already assembled
- Large/Oversized items and orders
- Gift Cards
Any outbound shipping charges collected on the order will not be refunded. This includes:
- All Shipping Costs for orders under $30
- Truck courier services for large items and orders.
- Upgraded shipping charges (expedited, express, etc.)
However, if your item is damaged or defective upon delivery, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution. Please inspect the goods upon receipt and refuse the delivery if you notice any clear damages to the box or product.
If an item is returned to us outside of our free return policy and deemed defective and upon arrival, we determine that it is not defective, we will not issue a refund and that is the final decision.
To start a return, visit My Orders. For step-by-step instructions, please visit our Return & Exchange Process article.
Refunds are processed within approximately three business days of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Site. WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.
Bulk Order Return/Exchange Policy
Bulk Order returns/exchanges and oversized items will be considered within 30 days of delivery, and can be exchanged for the same number of units of the same product. We will provide you with a return label to make the return process easier, and update you with the replacement items as soon as we ship them.
Bulk order claims will not be considered after 30 days of delivery. If you request for a return/exchange for bulk orders within 30 days of delivery, we will consider offering exchange for the same number of units of the same product, on a case by case basis, if the items are damaged or defective upon arrival, or if there are missing parts or components. If you are unsure about an item, we recommend purchasing 1 unit to see if you like it first, then place a bulk order. To request an exchange, you need to contact us in your order messaging within that specific order.
If we decide to exchange the products for you, we will arrange return shipping to make the return process easier, and update you with the replacement items as soon as we ship them.
If your bulk order items show up incomplete, defective, or damaged, you can file for a return in the Order Management options in your account. Once your return is submitted, someone from the Noviland team will reach out to you to learn more about your order, and find a way to resolve the issue.
Manufacturer-Direct Orders are not returnable at all (other than defects) and you need to contact us in your order messaging within that specific order.