Returns & Refund Policy
At NovaCam, we want every customer to feel confident when shopping with us. This policy explains when returns, refunds, replacements, and cancellations may be accepted. Please read this policy carefully before placing an order.
1. When You May Request a Return or Refund
You may contact us for a return, refund, replacement, or cancellation in the following situations: The product was delivered and you are not satisfied with your purchase, and your request is made within 30 calendar days of delivery. The product arrived damaged, defective, or not working properly, and the issue is covered by our warranty or defect review process. You placed an order by mistake and request cancellation within 12 hours of purchase, as long as the order has not already been processed or shipped.
2. Return Eligibility
To qualify for a return, you must contact our support team within 30 calendar days after receiving your order. You can contact us at:
Email: customer@supportdesk.biz
Please include your order number, the email used at checkout, and a short explanation of why you want to return the product.
Returns requested after 30 calendar days from delivery may not be accepted, and we may not be able to offer a refund, replacement, or store credit.
3. Return Approval Process
Before sending anything back, you must contact our support team first. Our team may ask you to provide: Your order number; Clear photos or videos of the product; A photo of the packaging, if relevant; A short explanation of the issue or reason for return.
Once your request is reviewed, our support team will provide return instructions if your return is approved. Do not send the product to our physical business address unless our support team specifically tells you to do so. The correct return address may be different depending on your location and fulfillment center.
4. Product Condition Requirements
Returned products should be in the same condition they were received, unless the return is due to a verified defect or damage. Where possible, the product should be returned with: Original packaging; All included accessories; Manuals, cables, mounts, or parts included with the order; No signs of misuse, intentional damage, unauthorized repair, or modification.
If a returned product is missing parts, damaged by the customer, heavily used, or not returned according to our instructions, we may refuse the refund or reduce the refundable amount.
5. Return Shipping
Customers are responsible for return shipping costs unless the item arrived defective, damaged, or incorrect.
NovaCam does not provide prepaid return labels unless stated otherwise by our support team. Shipping costs are non-refundable. We strongly recommend using a trackable shipping method when returning your item. For higher-value items, you may also want to purchase shipping insurance. NovaCam is not responsible for return shipments that are lost, delayed, damaged, or delivered to the wrong address.
6. Return Address
If your return is approved, our support team will provide the correct return address. You must send the product only to the return address provided by our support team. Returns sent to the wrong address may not qualify for a refund. You may be required to provide a shipping receipt and tracking number after sending the product back.
Important: Do not return your product to the address shown on our website unless our support team confirms that it is the correct return address for your order.
7. Refund Processing Time
Once your returned item is received and inspected, we will notify you whether your refund has been approved. If approved, your refund will be issued to the original payment method used at checkout. Refunds are normally processed within 5–7 business days after the returned item reaches the approved return location and passes inspection.
After we issue the refund, it may take an additional 3–20 business days for the money to appear in your bank account, card, PayPal account, or payment provider balance. The exact timing depends on your payment provider.
8. Defective, Damaged, or Incorrect Products
If your product arrives damaged, defective, or different from what you ordered, contact us as soon as possible at:
customer@supportdesk.biz
Please send your order number and clear photos or videos showing the issue. After reviewing your case, we may offer a replacement, refund, store credit, or another suitable solution. For defective products, we may not require you to return the item in every case. However, this will depend on the issue and the decision of our support team.
9. Replacements
If your item is confirmed to be defective or damaged on arrival, we may arrange a replacement after reviewing the photos, videos, and order details. Replacement approval is subject to inspection and verification by our support team. We do not replace items that were damaged due to misuse, accidents, improper installation, unauthorized repairs, water exposure, or failure to follow product instructions.
10. Non-Refundable Items
Certain items may not qualify for a refund, including:
Products returned after the 30-day return period;
Products damaged by misuse or customer negligence;
Products missing accessories or major parts;
Products returned to the wrong address;
Products returned without contacting support first;
Products purchased during clearance, outlet, final-sale, or heavily discounted promotions, unless required by law.
11. Gift Cards, Store Credit, and Vouchers
If an order was purchased using a gift card, voucher, or store credit, any approved refund may be returned as store credit or a replacement voucher instead of cash. Refunds can only be issued to the original payment method used for the purchase, unless our support team confirms another option.
12. Orders Returned Without Approval
Products returned without approval from our support team may be rejected. If we receive an item that does not qualify for a refund, we may either discard it or return it to you at your own expense. We are not responsible for items sent to us without following the official return process.
13. Order Cancellations
You may request to cancel your order within 12 hours after placing it. To request cancellation, email us at: customer@supportdesk.biz
Please include your order number and the email address used at checkout. Orders are processed quickly, so cancellation is not guaranteed.
If your order has already been processed, packed, shipped, or handed to a fulfillment partner, we may not be able to cancel it. In that case, you may need to wait for delivery and request a return according to this policy.
14. Important Notes
Return and refund requests are time-sensitive. You must contact us within the stated timeframes to remain eligible. The customer is responsible for following the return instructions provided by our support team. NovaCam reserves the right to deny refunds for returns that do not meet this policy. If there is any misunderstanding or conflict about a return, this Return & Refund Policy will apply.
15. Contact Information
For return, refund, replacement, or cancellation requests, contact us here:
NovaCam
Email: customer@supportdesk.biz