Refund policy

Return and Refund Policy

Return Window
You have 30 days from the date of delivery to return your items. After this period, returns will not be accepted.

How to Return
You may begin by contacting us at helpnovusortho@outlook.com to request a return form and receive the return address. Please ensure the item is unworn, unused, and in its original packaging with all components included — for hygiene and quality reasons, we cannot accept returns of items that show signs of use. Then proceed with packing your item using the original packaging or similar secure packaging to prevent damage during transit. Please remember that you are responsible for the return shipping costs. After we receive and inspect your item, we'll process your refund or exchange.

Refund Processing
Refunds will be issued to your original payment method within 10 days after we receive your return.

Return Shipping Costs
Customers are responsible for return shipping costs.

Exchanges
Need a different size? No problem! You can exchange new, unused items within 30 days of delivery. Contact us at helpnovusortho@outlook.com to arrange an exchange.

Order Cancellations
Orders can only be cancelled before they are processed and shipped. Once your order has been dispatched, cancellations aren't possible, but you will need to initiate a standard return once the package arrives.

Received a Damaged or Incorrect Item?
If we made a mistake or your item arrived damaged, email helpnovusortho@outlook.com with your order details and a photo of the issue, and we'll fix it! You can still return your item within 30 days, as long as it's unused and in its original condition.