NOVI Care & Exchange Policy

At NOVI, our pieces are crafted with time, skill, and intention. They are not disposable — they are made to be lived in, loved, and cared for. Because of their exclusivity, we do not offer standard returns. Instead, every NOVI piece comes with care for life.

1. Cancellations

• Orders may be cancelled within 24 hours of purchase.

• Once production or shipping begins, cancellations cannot be accepted.

2. No Returns — Only Care

We do not offer returns. Our philosophy is simple: your NOVI piece is not replaceable, it is part of a limited story. But we promise lifetime care so it always feels like new.

3. Perfect Fit Promise

• If your piece doesn’t fit, we’ll tailor it for you — complimentary the first time.

• After that, we’ll continue to adjust it for you at cost.

4. One-Time Exchange

• If your piece truly doesn’t feel right, you may request a one-time exchange within 14 days of delivery.

• Exchanges can be made for:

  • Another size, or

  • Another piece from the same collection (subject to availability).

5. Damages & Defects

• If your piece arrives damaged or defective, please contact our Client Services team within 48 hours.

• Each case will be reviewed, and where approved, an exchange or store credit will be issued.

6. Lifetime Repairs

Threads loosen. Life happens. We will repair your NOVI pieces whenever you need. True luxury is built to last.

7. Shipping & Returns Logistics

• In serviceable pin codes, we arrange reverse logistics.

• If your area is not serviceable, we request you to self-ship (via Speed Post, reimbursed up to ₹300).

• Please do not accept packages that appear tampered with.

• Never share the delivery OTP unless you’ve received the product.

8. Refunds

Refunds are generally not offered.
In rare cases (for example, damaged goods that cannot be repaired or exchanged), refunds may be approved.
Approved refunds will be processed within 7–10 business days.