novoscove Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At novoscove, your satisfaction guides everything we do. We take pride in the freshness of our grocery offerings and the craftsmanship of our kitchenware, and we back every purchase with a return and refund process that is straightforward, honest, and fair. If your order does not meet 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 all 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 other short-shelf-life goods) cannot be sent back to us. However, if a perishable item arrives damaged, spoiled, past its expiration date, or otherwise compromised in transit, you qualify for an immediate full refund or a free replacement — simply provide clear photo evidence within 48 hours of delivery.

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Non-Returnable Items

The following merchandise cannot be returned under any circumstances:

• Items marked "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 harmed by improper storage, mishandling, or failure to follow the product's care instructions after delivery;
• Return requests submitted after the 30-day window without prior written approval from novoscove.

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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)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a $7.95 prepaid label fee deducted from refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Email our customer support team at support@novoscove.xyz 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 along with return shipping instructions within 1 business day.
3. Pack Securely: Safely pack the item(s) in protective packaging. Write your RMA number clearly on the outside of the shipping box (do not write directly on original product packaging).
4. Ship Back: Drop off the package using a trackable shipping method to the return address provided in your RMA email.

Note: Returns sent without a valid, pre-approved RMA number may experience severe processing delays or be refused upon receipt.

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Refund Processing & Timelines

• Inspection & Processing: Once your return reaches our facility, our team will inspect it 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 bank or card issuer may require an additional 3–10 business days before the refunded amount appears on your statement.
• Shipping Cost Refunds: Original shipping charges are not refundable unless the return resulted from a novoscove error (for example, 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 immediately:

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

Please provide clear photos of the affected items and the shipping package. We will immediately issue a full refund or send a free replacement at zero additional cost to you.

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Contact Us & Merchant Details

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

• Official Business Name: novoscove
• Customer Support Email: support@novoscove.xyz
• Customer Support Phone: 19044666303
• Physical Business & Return Address: 4316 Charleston Ln, Jacksonville, FL 32210-7335, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST