Refund policy
NOVA RIO
RETURNS & REFUNDS
We want you to love your Nova Rio pieces. If something isn’t quite right, eligible items may be returned in accordance with the policy below.
RETURN WINDOW
Return requests must be submitted within 14 days of delivery.
Once your return is authorized, your package must be shipped back within 7 days using the return instructions provided by Nova Rio.
Returns requested or shipped outside these timeframes may not be accepted.
RETURN CONDITION
To be eligible for a refund, merchandise must be returned in the same condition in which it was received.
- Unworn, unwashed, and unused
- Free from stains, makeup, deodorant, self-tanner, lotions, oils, or other residue
- Free from perfume, smoke, incense, body odor, or any other noticeable fragrance or odor
- Free from pet hair or other signs of use
- Returned with all original tags attached
- Returned with the original product packaging
Please take care when trying on your Nova Rio pieces. Items showing signs of wear, use, washing, alteration, damage, or exposure to strong odors are not eligible for return.
Nova Rio reserves the right to decline a return that does not meet the conditions above.
RETURN INSPECTION
All returns are inspected upon arrival.
Approval of a return request or issuance of a return shipping label does not guarantee a refund. Refund eligibility is determined after the merchandise has been received and inspected by Nova Rio.
If a returned item does not meet our return requirements, we will contact you regarding the status of your return.
HOW TO START A RETURN
To request a return, contact us at care@nova-rio.com within 14 days of delivery and include your order number.
If your return request is accepted, we will provide return instructions and, when applicable, a prepaid return shipping label.
Items sent back without first requesting a return may not be accepted.
RETURN SHIPPING
For eligible U.S. returns, Nova Rio provides a prepaid return shipping label.
Please package your return securely. Nova Rio is not responsible for returned merchandise that is lost or damaged due to inadequate packaging.
The original shipping box does not need to be used, provided the merchandise and its original product packaging are properly protected during return shipping.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or credit card provider may require additional processing time before the refund appears on your account.
Original shipping charges, if any, are non-refundable.
EXCHANGES
If you would like a different size, color, or style, the fastest option is to return the eligible item and place a new order for the item you would like.
SALE & FINAL SALE ITEMS
Items marked Final Sale are not eligible for return or exchange.
Gift cards are non-refundable.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly at care@nova-rio.com with your order number and photos of the item so we can evaluate the issue and make it right.
INTERNATIONAL RETURNS
International customers are responsible for return shipping costs, duties, taxes, and other charges associated with returning merchandise unless the item received was damaged, defective, or incorrect.
International shipping charges, duties, and taxes are non-refundable unless required by applicable law.
QUESTIONS?
For questions about a return or your order, contact us at care@nova-rio.com.