Refund policy

Last updated: September 1, 2026

We want every Novus Modern purchase to feel considered and worthwhile. This policy explains return eligibility, damaged or incorrect items, cancellations, exchanges, and refunds.

1. 30-day return window

You may request a return within 30 calendar days after the carrier records delivery. To be eligible, the item must be in substantially the same condition in which it was received, unused, uninstalled, and unmodified, with its original packaging, accessories, manuals, labels, and proof of purchase. Reasonable inspection of an item does not by itself make it ineligible.

2. Return authorization is required

Before sending any item back, email support@novusmodern.com with your order number, the item you wish to return, and the reason for the request. If approved, we will provide return instructions and the correct return address.

Do not return an item to the address printed on the original package, to our Orlando business mailing address, or to any other location without authorization. Products may ship from different fulfillment locations, and unauthorized returns may be delayed, refused, or lost.

3. Damaged, defective, or incorrect items

Inspect your order after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 calendar days whenever reasonably possible. Include clear photos or video of the item, packaging, shipping label, and the issue. Keep all packaging until the claim is resolved.

For a verified fulfillment error or qualifying defect, Novus Modern will provide an appropriate remedy, such as replacement, repair where reasonable, or refund, and will cover required return shipping. The 7-day reporting request does not limit rights that cannot legally be waived, including rights concerning latent defects.

4. Change-of-mind returns

For an eligible return based on preference, size, color, compatibility, or another reason not caused by our error or a product defect, the customer is responsible for return shipping. Original shipping charges are non-refundable unless required by law.

We recommend using a trackable and insured service because the customer remains responsible for the return until it reaches the authorized return location.

5. Items that cannot be returned

Unless required by applicable law, we do not accept returns of:

• gift cards;
• personalized, customized, or made-to-order items;
• items clearly marked Final Sale before purchase;
• items damaged through misuse, improper installation, unauthorized repair, modification, or ordinary wear;
• items missing substantial parts, accessories, or original packaging when that prevents safe resale or inspection; or
• washed, laundered, used, or hygiene-sensitive bath and kitchen textiles, unless the item is defective or applicable law requires otherwise.

6. Furniture, lighting, and assembled items

Before assembling or installing furniture, lighting, or another multi-part product, inspect all components and confirm compatibility with the intended space. Unless the return concerns a qualifying defect or our error, an assembled, installed, altered, or visibly used item may not be eligible for a change-of-mind return.

7. Exchanges

The fastest way to obtain a different item is usually to return the eligible original item and place a new order after the return is approved. If we can offer a direct replacement for a damaged, defective, or incorrect item, we will explain the available option during the claim.

8. Order cancellations

Self-service cancellation requests are available for 1 hour after an order is placed. After that window, contact support@novusmodern.com as soon as possible.

An order can be canceled without charge only before processing begins. Because fulfillment may start quickly, submitting a request does not guarantee cancellation. Once an order has entered processing or shipped, the applicable return procedure must be followed.

9. Refund review and timing

We will notify you after the authorized return is received and inspected. Approved refunds are generally submitted to the original payment method within 5 business days. Your bank or card issuer may require an additional 5-10 business days to post the credit.

We may reduce or deny a refund when an item is returned outside the approved terms, materially used or damaged after delivery, incomplete, or sent to an unauthorized address, except where applicable law requires otherwise.

10. Delayed shipment cancellations

If we cannot ship an item within the time promised, you may decline the revised estimate and cancel the unshipped item for a full refund.

11. Contact

To request a return, cancellation, or refund review, email support@novusmodern.com. Include your order number and relevant photos when applicable.