Return policy

Return Policy – ​​Novalio

Last updated: April 4, 2025

At Novalio, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a simple and clear return policy.

1. Eligibility for return

You can return a product within 30 days of receiving your order, provided that:

• The product must be in its original, unused condition with all accessories included.

• The original packaging must be intact.

• A valid proof of purchase (confirmation email or invoice) must be provided.

2. Products not eligible for return

Returns are not accepted for:

• Products used or damaged by the customer.

• Items on sale or clearance, except in cases of defect.

• Personalized or custom-made products.

3. Return Process

To initiate a return, please follow the steps below:

• Contact our customer service at support@novalio.ca providing:

  • Order number

  • Reason for return

  • Product photos (if necessary)

• Wait for our confirmation and detailed instructions for shipping.

• Return the product to the address provided using a trackable service.

Note: Return costs are the responsibility of the customer, except in the case of defective products or errors on our part.

4. Refunds

Once the product is returned and inspected, we will notify you of the status of your refund.

• If the return is approved, a refund will be issued to the original payment method within 5-10 business days.

• Initial shipping charges are non-refundable unless we made an error.

5. Exchanges

If you would like to exchange a product, please contact us to check its availability. Exchanges are subject to the same conditions as returns.

6. Damaged or defective product

If you receive a damaged or defective product, please contact us within 7 days of receipt providing:

• A detailed description of the problem

• Clear photos illustrating the defect

We will offer you a replacement or a full refund depending on your preference.

7. Return address

Returns should be sent to the following address:
Novalio – Returns Service
1405 Henri-Bourassa Boulevard West, Suite Montreal, Quebec H3M 3B2, Canada

8. Assistance

For any questions regarding our return policy, please contact our team at support@novalio.ca . We are here to help!

Thank you for choosing Novalio. Your trust is valuable.