NOVA has carefully inspected each product at the time of manufacturing and warrants each product to be free from defects in workmanship at the time of shipment. Each product is further warranted to function properly under normal conditions of use for a period of 1-year from the date of the NOVA invoice. This warranty is not valid if the product is misused, abused or altered. In the event that repair or replacement should be necessary, please contact NOVA Customer Service.
NOVA California refer to defective goods as a factory defects or missing parts (it does not refer to a damage occur during a transit). Any product defect must be reported within 10 days of you receiving your order. After 10 days, we will replace your item subject to an item availability, however charges may apply. Replacement will be sent free of charge including return shipping cost and the shipping of the replacement product.
NOVA California will ask you to send photos of the defective products. Please do not discard the defective product. Failure to do so may incurred charge for the replacement. We ask your cooperation to evaluate the defect. If it is an installation or assembly related question, we ask you to work with our customer service team to solve this issue. During inspection if a return item found to be in a working condition, you may not be eligible for refund and will incurred 25% restocking fee. NOVA California is not liable for any labor costs that may occur due to the receipt of defective goods.
NOVA California refers to damage goods to a damage occur during a transit. We require the receiver to inspect products and packaging upon receipt of shipment to determine any freight damage (visible or concealed) and reported to customer service within 48 hours of the receipt of an item. Failed to report damage in 48 hours means we will not be able to file a claim with our freight carrier and therefore NOVA California will be not be responsible for any damage.
NOVA will not be responsible for any incidental damage arising from the use of the product. Once we are notified of the damage within a time frame, we will file a claim with our carrier. This claims takes about 10 business days to process. Please do not discard a damage item or packaging during this period. The shipper will be sent to collect the item for inspection and processing. We ask your cooperation to assist us in this process by having item available for pick up at the requested date, time and location.
In some situation, we can send a replacement item at no cost as soon as damage item has been picked up by the shipper. However, the claim still considered to be an outstanding and could result in a charge for the replacement item depending on the outcome of the claim. Replacements are subject to the availability.
If you receive a product with dented shade, dented base or broken glass, we will send a replacement shade, base or glass at no cost as long as it was reported to us within 48 hours. NOVA California is not liable for any labor costs that may occur due to the receipt of damage goods.
Once we receive your order, it may not be possible to cancel an order that is in process. To request a cancellation, please contact customer service at firstname.lastname@example.org and we will stop or modify the order. Once an order has been shipped, cancellation is not possible. Cancellation requests may take several days to process and you will be sent a return authorization email confirmation. You may have the option to return the item once it is received. The standard return process and policy will apply to a refund.
NOVA California accepts returns in new, uninstalled condition and original packaging within 30 days of receipt, unless otherwise notes on the product page. Contact our customer service to get a return authorization number. Once your return request has been authorized, you will receive a shipping labels by email. Print and attach to the box and drop off at your local UPS/Fedex store. You may use your own shipping account to return an item, simply provide us a tracking number. Return Authorization will expire 10 days after the date it was issued so please initiate the shipment within the time frame.
Buyer’s remorse return is subject to a 25% restocking fee. Item (s) must be in the original box to avoid any damage. If an item is received damaged, there will be no refund. If you prefer to use your own shipping account and damages occurring during shipment are the responsibility of the customer and an appropriate claim should be made directly with your freight company.
You refund credit will be issued after the item has been received and inspected. You are responsible for the return shipping cost, restocking fee and a total cost of the items if it arrives damage. The total cost will be deducted from the credit amount.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any Canadian orders and Hawaii, Porto Rico, and Alaska orders.
Customer made items and Items marked “Non-returnable” and may not be cancelled or returned.