Returns & Refunds Policy

1. Return Eligibility

Because NOVA DRIV is a B2B wholesale supplier and many of our products are produced to buyer specifications, our return policy differs from consumer retail returns:

• Custom / OEM Products: Products manufactured to your specifications — including custom sizes, colors, materials, branding, or packaging — are non-returnable and non-refundable except where a confirmed defect is identified under Section 2.
• Stock / Wholesale Items: Non-custom items shipped from our US warehouse may be eligible for return subject to prior written approval, original condition, and the restocking terms outlined in Section 5.
• Order Errors by Buyer: Errors in specifications, quantities, or shipping details provided by the buyer are the buyer's responsibility and are not eligible for return.
• Condition Requirements: Approved returns must be in original, unused, and resalable condition with all packaging, labels, and documentation intact.
• Notification Window: Any return request must be submitted within the timeframe stated on your proforma invoice or order confirmation, or within 14 days of receipt if no timeframe is specified.

If you are uncertain whether an item is eligible for return, please contact our team before shipping anything back.

2. Defective & Damaged Products

Every NOVA DRIV order is inspected under AQL 2.5 sampling and 100% pre-shipment inspection before export. If, despite our QC, you receive products that are defective or damaged, the following process applies:

• Report Promptly: Notify our team in writing within 7 days of receiving the shipment, including clear photos or videos of the defect or damage and the relevant batch/lot numbers.
• Keep Packaging: Retain original packaging and any QC tags or labels — these help us trace the issue back to the production batch in China.
• Investigation: Our China QC team and the contracted factory will review the evidence. We may request additional photos or a sample return of the affected units.
• Resolution Options: For confirmed defects, we will offer, at our discretion: (a) replacement units, (b) a credit toward a future order, or (c) a refund for the affected units. Shipping arrangements for replacements are handled case by case.
• Transit Damage: Damage occurring during international shipping must be noted on the delivery receipt at the time of receipt and reported to the carrier and to us immediately. Claims against the carrier are subject to the carrier's terms.

We stand behind the quality of our products and will work with you to resolve any genuine QC issue in good faith.

3. Return Process

Approved returns follow a structured five-step process. Typical lead time from application to resolution depends on the investigation and shipping involved.

4. Refund Timeline

Once a return or defective-product claim is approved and the goods are received and inspected, refunds are processed as follows:

• Inspection Period: Returned goods are inspected within a reasonable period after arrival at our US warehouse or China QC facility, depending on where the return is directed.
• Refund Processing: Approved refunds are issued to the original payment method or as a credit toward a future order, as agreed with you.
• Bank Processing: Bank wire refunds may take additional business days to appear in your account, depending on your bank and country.
• Replacements: Replacement units follow standard production and shipping lead times, as quoted at the time of approval.

We will keep you informed at each stage and provide confirmation once a refund has been initiated. Specific timelines for your case will be communicated in the Return Authorization.

5. Restocking Fees

For approved returns of non-custom, stock items, a restocking fee may apply. The fee structure is as follows:

• Restocking fees are quoted based on the product, condition, and order size — as quoted in the Return Authorization.
• Custom, OEM, or made-to-order products are not subject to restocking because they are non-returnable under Section 1.
• Where a restocking fee applies, it will be deducted from the refund amount, and the net refund will be stated in writing before processing.
• Original and return shipping, duties, and customs fees are generally the buyer's responsibility and are not refundable.

For the restocking terms that apply to your specific order, please contact us for details before initiating a return.

6. International Returns

Because we ship from China and distribute through our US warehouse, international returns require additional coordination:

• Return Destination: The Return Authorization will specify whether goods should be returned to our US warehouse or our China facility, based on the product and issue.
• Customs & Duties: Return shipments must be properly documented to avoid customs delays or additional charges. We will provide guidance on declared value and HS codes.
• Return Shipping Costs: For confirmed defects, reasonable return shipping may be covered or credited; for buyer-initiated returns, return shipping is the buyer's responsibility. Specific terms are as quoted.
• Transit Time: International return shipping and customs clearance may extend the overall return timeline. We will provide updates throughout.

Always wait for a Return Authorization before shipping any goods back. Unauthorized returns may be refused at the buyer's expense.

7. Contact Us

To start a return or ask about this policy, please contact our team with your order number and details of the issue: