Return & Refund Policy
Return & Refund Policy
At Noviorraa, we want returns, cancellations, and refunds to be straightforward and easy to navigate.
Noviorraa is a trading name of Rizhao Diaohong Trading Co., Ltd., which owns and operates this store.
Rizhao Diaohong Trading Co., Ltd. runs noviorraa.com (the "Site") and is responsible for customer transactions, returns, refunds, cancellations, and related after-sales services.
This Return & Refund Policy sets out when products can be returned, how to submit a return request, who covers return shipping, how cancellations work, and how approved refunds are processed.
Return Period
Eligible products can be returned within:
180 calendar days after delivery.
The return period starts on the date the order is recorded as delivered.
For qualifying returns within this period, return shipping is free — see "Return Shipping" below for details.
Return Conditions
For a return to be approved, the item should generally:
- Be unused and in its original condition;
- Include its original packaging, where applicable;
- Include any accessories, components, or parts that came with the product; and
- Be supported by valid proof of purchase or sufficient order information.
Products that arrive damaged, defective, incomplete, incorrect, or clearly different from their product description are handled under the relevant parts of this Policy, regardless of the conditions above.
How to Request a Return
Before sending anything back, please contact our customer support team at service@noviorraa.com and include:
- Your order number;
- The product you would like to return;
- The reason for the return; and
- Photos or videos where relevant.
For damaged, defective, incomplete, or incorrect products, clear photos or videos help us review your case faster.
After reviewing your request, our team will confirm whether the return is approved and send you the return authorization and instructions.
Please do not send any product back before you have received return instructions from us. Unauthorized returns may not be received or processed correctly.
Return Destination
The authorized return address may be different from our registered business address.
Once your return has been approved, our customer support team will provide or confirm:
- The correct return address;
- The applicable return instructions; and
- Any other information reasonably needed to complete the return.
Please do not send a return to our business registration address unless our customer support team specifically asks you to. Products sent to an unauthorized address may not be properly received or processed.
Return Shipping
Returns within 180 days of delivery are free of charge. Noviorraa covers the return shipping costs for eligible returns approved under this Policy.
If a return falls outside the conditions of this Policy but is accepted as a goodwill gesture where applicable law requires, we will inform you in advance of any costs that may apply.
Where an issue results from a qualifying product defect or a fulfillment error on our side, you will never be asked to pay reasonable costs required to resolve that issue.
Damaged, Defective, Incomplete, or Incorrect Products
If your order arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact service@noviorraa.com with your order number and supporting photos or videos.
After reviewing the information, we will offer an appropriate resolution, which may include:
- A replacement;
- A refund;
- An authorized return; or
- Another suitable solution.
Missing or Incorrect Items
If part of your order seems to be missing, please first check the tracking information — some orders may be delivered in separate packages. If an item is still missing, contact service@noviorraa.com with your order number, details of the missing item, and any relevant delivery information.
If you receive a product that does not match what you ordered, contact us as soon as reasonably possible with your order number, a description of the product received, and clear photos where appropriate. We will review the order and fulfillment records and provide the appropriate next step.
Restocking Fees
Noviorraa does not charge restocking fees for products that qualify for return under this Policy.
Order Cancellations
To cancel an order, contact service@noviorraa.com with your order number as soon as possible, and state clearly that you are requesting a cancellation.
Cancellation requests should be submitted before the order enters processing. Once processing, fulfillment preparation, or shipment preparation has started, we cannot guarantee that a cancellation is still possible.
Orders that have already been dispatched generally cannot be cancelled; instead, they can follow the standard return procedure after delivery.
If an eligible cancellation is completed before processing begins, any payment already collected will be refunded to the original payment method.
Order Changes
Changes to product options, quantity, contact details, or the shipping address can be requested at service@noviorraa.com, ideally before the order enters processing.
Once processing or shipment preparation has begun, we cannot guarantee that a requested change can be made.
Return Inspection and Refund Status
When an authorized return reaches us, we may inspect the item to confirm it meets the return requirements. Once the review is complete, we will let you know the outcome.
If your return is approved, the refund will be issued to the original payment method used for the order.
Refund Timing
Approved refunds are generally processed within:
5–10 business days after the returned item has been received and inspected.
After we issue the refund, your bank, card issuer, or payment provider may need additional time before the amount appears in your account. Any extra processing time required by your financial institution is outside our direct control.
Refunds for Cancelled Orders
If an order is successfully cancelled before processing begins and payment has already been taken, the refund is normally issued to the original payment method. Your bank or payment provider may require additional time to post it.
Late or Missing Refunds
If we have confirmed that a refund was issued but it has not appeared yet, we suggest:
- Checking your bank or payment account again;
- Contacting your card issuer or payment provider to see whether the refund is still pending; and
- Allowing for any extra processing time your financial institution may need.
If you still need help, contact service@noviorraa.com with your order number and any relevant refund or payment details, and our team will assist with the appropriate next step.
Original Shipping Charges
Where a return results from a qualifying product defect, an incorrect shipment, or another verified fulfillment error, we will provide an appropriate resolution based on the circumstances.
Any refund treatment of original shipping charges in such cases follows applicable law.
Refused or Undeliverable Packages
If an order comes back to us because of an incorrect or incomplete address, failed delivery attempts, failure to collect a package where collection was required, or refusal of delivery without prior authorization, please contact our customer support team.
We will review the circumstances and determine the appropriate available resolution. Any applicable costs and refund treatment depend on the reason for the failed delivery and applicable consumer-protection requirements.
Your Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, waive, restrict, or reduce any consumer right or remedy that cannot lawfully be excluded or limited.
Where the law grants you additional mandatory protections, those rights continue to apply.
Customer Support
For questions about returns, refunds, cancellations, damaged or defective products, missing products, incorrect orders, or any other after-sales matter, contact:
Customer Support Email:
service@noviorraa.com
Customer Support Phone:
+86 133 7633 2363
For an existing order, please include your order number and a brief description of the issue.
Business Information
Brand Name:
Noviorraa
Legal Company Name:
Rizhao Diaohong Trading Co., Ltd.
Website:
noviorraa.com
Business Address:
Room 1038, Building 008, Qingda Huachuang, Nanjing, Shanhai Road, Qinlou Subdistrict, Donggang District, Rizhao, Shandong Province, China
Customer Support Email:
service@noviorraa.com
Customer Support Phone:
+86 133 7633 2363
Noviorraa is a trading name of Rizhao Diaohong Trading Co., Ltd., which owns and operates this store.