1. Introduction
We at Novex EA Solution (“we”, “us”, “our”) strive to deliver exceptional service and value. However, in the event you are not fully satisfied, this Refund & Returns Policy explains how refunds, returns and exchanges are handled for our services or products.
2. Scope
This Policy applies to all purchases made through our website or our authorised channels. It includes services, digital products, or physical items (as applicable). If a specific offer has separate terms, that will take precedence.
3. Eligibility for Returns & Refunds
- You must request a return or refund within [insert number] days of delivery or completion of service.
- For physical goods: items must be unused, in their original packaging, with all accessories, and in a resalable condition.
- For digital services / products: any refund request must be made within the defined timeframe and before significant usage or irreversible work has been done.
- Customised or made-to-order items or services that have been fully delivered/rendered may not be eligible for a full refund.
- We reserve the right to decline a refund if the return request does not meet the policy conditions.
4. Process for Returns & Refunds
Step 1: Contact us at [insert contact email/phone] to report your issue and request authorisation. Provide your order number, purchase date, description of the problem and whether you request a refund, exchange or credit.
Step 2: Once your request is approved, we will provide instructions for returning any physical goods (if applicable). You are responsible for shipping unless otherwise agreed.
Step 3: After we receive and inspect the returned goods (or confirm the service issue), we will process your refund or exchange within [insert number] days.
Refunds will be issued via the original payment method unless otherwise agreed.
Exchanges or Store Credit may be offered if more appropriate.
5. Refund Types & Timeframes
- Full refunds: Provided if the product/service fails to meet our standards or is faulty (and qualifies under this Policy).
- Partial refunds: May apply if part of the service was used or customised items are returned in imperfect condition.
- Store Credit or Exchange: We may offer credit or exchange in lieu of cash refund where mutually agreed.
- Refund processing time: Once approved, refunds will be processed within [insert number] business days. Time for the funds to appear in your account may vary according to your bank or payment provider.
6. Shipping & Return Costs
Unless the item is faulty or we made an error, you may be responsible for the cost of returning the item. If you fail to follow the return instructions or meet the conditions, the refund or exchange may be reduced or denied.
7. Non-Returnable / Non-Refundable Items & Services
The following are typically non-returnable or non-refundable:
- Items/services purchased on clearance or special promotion (unless otherwise stated)
- Customised or bespoke items where work has already been completed
- Digital downloads or software services once delivered and/or access provided
- Services already rendered fully or where deliverables have been accepted by you
- Items returned outside the stated timeframe or not in original condition
8. Faulty, Damaged or Incorrect Items
If you receive a product that is faulty, damaged, or incorrect, please contact us immediately. We will arrange for a full refund, replacement or repair, whichever is appropriate, at no additional cost to you, subject to verification.
9. Cancellation of Services
For services, if you wish to cancel before they are fully delivered, we may charge for the portion of work completed and refund the unused portion, subject to agreement. Please contact us at [insert contact] for more details.
10. Changes to This Policy
We may update this Refund & Returns Policy from time to time. We will publish the updated version on our website and update the “Effective Date” accordingly. Your continued use after changes constitutes acceptance of the new terms.related to refunds and returns.