Refund policy

Last updated: 9 September 2026

Returns & Refund Policy

We want you to be happy with your NovaCart purchase. If something isn't right, please contact us and we'll do our best to assist you.

1. Returns

We accept return requests within 14 days of delivery.

To be eligible for a return:

  • The item must be unused, unworn and in the same condition in which it was received.
  • The item must be returned in its original packaging.
  • Proof of purchase or your NovaCart order number is required.

To request a return, please contact us at returns@nova-shop.co.za before sending the item back.

Once your return request has been reviewed, we will provide you with the appropriate return instructions.

2. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged or defective, or you receive the incorrect item, please contact us as soon as possible at returns@nova-shop.co.za.

Please include your order number and clear photos of the item and packaging so that we can assess the issue.

Once assessed, we will arrange an appropriate replacement, refund or other remedy where applicable.

3. Change-of-Mind Returns

If you change your mind and your item qualifies for a return, the cost of returning the item is the customer's responsibility unless otherwise required by applicable law.

Original delivery charges are generally non-refundable for change-of-mind returns.

4. Non-Returnable Items

Certain items cannot be returned, including:

  • Gift cards
  • Items that have been used, damaged after delivery or are no longer in their original condition
  • Items specifically marked as final sale, where permitted by applicable law

This does not affect any rights you may have in relation to defective, unsafe or incorrectly supplied goods under applicable South African consumer law.

5. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

After a refund has been issued, please allow approximately 5–10 business days for your bank or payment provider to process and reflect the refund in your account. Processing times may vary depending on your financial institution.

6. Exchanges

If an item is defective, damaged or incorrect, please contact us and we will assist you with the appropriate replacement or resolution.

For change-of-mind purchases, please contact us first to determine whether the item qualifies for a return.

7. Late or Missing Refunds

If we have confirmed that your refund has been issued but it has not yet appeared in your account:

  • Check your bank account again.
  • Contact your bank or payment provider, as processing times can vary.
  • If you still cannot locate the refund, contact NovaCart and we'll assist you.

8. Consumer Rights

Nothing in this policy is intended to limit or exclude any rights or remedies available to you under applicable South African consumer protection laws.

9. Contact Us

For returns, exchanges or refund enquiries, please contact:

NovaCart
Operated by AA Global Holdings
Email: returns@nova-shop.co.za