novavault Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At novavault, your satisfaction guides everything we do. We take pride in the freshness of our grocery selections and the lasting quality of our kitchenware, and we back every purchase with a return and refund process that is straightforward, honest, and fair. Should your order fall short of your expectations, our team is ready to make things right.

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Return Window

• Non-Perishable Grocery & Kitchenware: These items may be returned within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all original tags attached and the original packaging fully intact.
• Perishable Items: For reasons of food safety, quality control, and public health regulations, perishable goods (including fresh produce, dairy, frozen items, prepared foods, and short-shelf-life goods) cannot be sent back to us physically. However, if a perishable item reaches you damaged, spoiled, past its expiration date, or compromised in transit, you qualify for an immediate full refund or a free replacement (valid photo proof required within 48 hours of delivery).

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Non-Returnable Items

The items listed below cannot be returned under any circumstances:

• Final sale items (clearly labeled as "Final Sale" at checkout);
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Items damaged as a result of improper customer storage, mishandling, or failure to follow product care instructions;
• Returns requested after the 30-day window without prior written authorization from novavault.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (Prepaid shipping label provided by us)	None ($0 USD)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a $7.95 USD prepaid label fee deducted from refund)	None ($0 USD)

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How to Initiate a Return

1. Submit a Request: Email our customer support team at [email protected] with your Order Number, the specific item(s) you wish to return, and the reason for the return. For damaged or spoiled items, please attach clear photos of the issue and its packaging.
2. Receive RMA & Instructions: Our team will review your request and issue a Return Merchandise Authorization (RMA) number together with return shipping instructions within 1 business day.
3. Pack Securely: Carefully pack the item(s) in protective packaging. Write your RMA number legibly on the outside of the shipping box (never write directly on the original product packaging).
4. Ship Back: Hand the package to a carrier using a trackable shipping method, addressed to the return address provided in your RMA email.

Note: Packages sent without a valid, pre-approved RMA number may face significant processing delays or be refused upon arrival.

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Refund Processing & Timelines

• Inspection & Processing: After your return arrives at our facility, it will be inspected within 1–2 business days.
• Refund Credit: Once approved, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your financial institution or credit card issuer may require an additional 3–10 business days to post the refunded amount to your bank statement.
• Shipping Cost Refunds: Original shipping charges are not refundable unless the return results from a novavault error (e.g., a damaged or incorrect item was sent).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or with spoiled perishables, please notify us right away:

• Perishable Items: Contact us within 48 hours of delivery.
• Non-Perishable Items: Contact us within 7 days of delivery.

Please include clear photos of the affected items and the shipping package. We will promptly provide a full refund or send a free replacement at no additional cost to you.

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Contact Us & Merchant Details

If you have any questions about your return, your refund status, or our return process, please reach out directly to our support team:

• Official Business Name: novavault
• Customer Support Email: [email protected]
• Customer Support Phone: 19045378456
• Physical Business & Return Address: 240 LAKESHORE DR, BLUE EYE, MO 65611, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST