1. Return Eligibility Period

Customers may submit return or exchange requests within 14 calendar days upon receipt of items. Any application raised beyond the 14-day window will not be accepted unless caused by our confirmed quality error.

2. Return Condition Requirements

• Products remain unused, unwashed, unworn with original tags and intact packaging
• No artificial damage, stains or personal alterations on the garments
• We reserve the right to reject returned goods that fail to meet above conditions

Special Note on Intimate Apparel & Swimwear: For hygiene reasons, underwear, swimwear, and otherintimate garments can only be returned if the original protective liner remains intact and the item has not been tried on. This does not affect your right to return defective or incorrectly shipped items.

3. Return Shipping Cost

For returns due to personal reasons (e.g., wrong size, dislike style, improper fit, etc.), buyers shall bear all return shipping fees. We do not cover return delivery costs under such circumstances. Customers can arrange shipment via DHL, Royal Mail or other available courier services at your own expense.

For defective or incorrectly shipped items caused by our fault, we will cover the return shipping cost. Please refer to Section 5 for details.

4. Return Authorization Process

To initiate a return, please contact our customer service team at [email protected] with your order number and reason for return. We will respond to your request within 2 business days and provide you with a valid return address and any necessary return authorization.

Important: If you send back a package without prior authorization, we will still make reasonable efforts to identify, receive, and process the return if it clearly corresponds to an order placed with us. However, please note that unauthorized returns may experience delays in processing and refund issuance.

Return Address:
RM 1105-5, 11/F BLK C PHASE 1 KWAI SHING IND BLDG
36-40 TAI LIN PAI RD, KWAI CHUNG, HONG KONG

5. Refund Timeline & Calculation

After we receive and inspect returned products and confirm eligibility, we will process the refund within 2–3 working days.

Refund Calculation Example:

• Product cost: Fully refunded for eligible returns
• Original shipping fee: Non-refundable for personal reason returns (e.g., wrong size, changed mind). It will be refunded only if the return is due to our error (defective or incorrect item).
• Example: If you paid €40 for a product + €5 for shipping = €45 total, and you return for a personal reason, you will receive €40 (product cost) back. The €5 shipping fee is not refunded.

Please note: After we issue the refund to your payment account, it may take additional 2–5 working days for the funds to appear in your account, depending on your bank or payment service provider's processing time.

6. Defective Item Exception

If goods arrive damaged, defective or mismatched with your ordered items due to our packing or production fault, please provide clear photo proof within the 14-day period. We will arrange a free reshipment or full refund (including original shipping cost), and we will cover the relevant return shipping cost in this case.

7. Policy Revision

NovaCheer Mall reserves the right to update this return policy periodically; revised terms will be posted on our website. Continued shopping constitutes acceptance of the updated rules.