Return & Exchange Policy
We aim to deliver products that meet your needs with assured quality.
Return Conditions
Returns/exchanges within 7 days from receipt under the following conditions:
- Items must be in original condition, unused, and unopened
- Packaging must be intact without damage
- Receipt or proof of purchase is required
- Within 7 days from the date of receipt
Cases Eligible for Returns
1. Damaged or defective
Items received damaged, defective, or incomplete
2. Incorrect items
Items do not match the order
3. Expired items
Items expired or near expiry
4. Manufacturing issues
Defects arising from production
Non-returnable Items
- Items opened or used
- Made-to-order or promotional items
- Damage due to misuse
- Beyond 7-day policy window
Return Process
Request Return
Contact customer service via phone, email, or LINE with order number and reason
Receive Guidance
Our team will verify and provide instructions
Ship Back Item
Pack properly and ship to provided address (company covers shipping for defective cases)
Inspect & Refund
After inspection, we refund or resend within 7–14 business days
Refund Methods
- Bank Transfer: For bank payments (7–14 business days)
- Credit Card Refund: For card payments (7–30 business days)
- Store Credit: Receive store credit for next purchase
*Initial shipping fee is non-refundable except for defective/incorrect cases
Exchange Policy
You may exchange for the same item or another item of equal or higher value subject to return conditions
For higher value, pay the difference. For lower value, the difference is not refunded
Contact for Returns
- Phone: +66 2 123 4567
- Email: returns@novax.com
- LINE ID: @novaxthailand
- Business Hours: Mon–Fri 9:00–18:00