Returns & Refunds Policy

Return window

You may request a return within 30 calendar days after confirmed delivery. Contact us before sending anything so we can provide the correct instructions and return destination. Unapproved returns may be delayed or refused where permitted by law.

Return condition

Items should be unused, complete and returned with included parts and original packaging where reasonably possible. We may decline items damaged through misuse, missing substantial components or returned outside the stated window, except where consumer law provides otherwise.

Damaged, incorrect or defective items

Contact us promptly with the order number, a description and clear photographs. If the claim is approved, we will arrange an appropriate remedy and cover reasonable return costs when required.

Change-of-mind returns

For an eligible change-of-mind return, the customer is responsible for tracked return shipping. Original shipping charges are not refundable unless required by law or the order was incorrect or defective.

Refund processing

Approved refunds are issued to the original payment method after the returned item is received and inspected or after another remedy is approved. Financial institutions may require additional time to post the credit. We do not issue refunds to a different payment method.

Non-returnable items

Personalized items, gift cards, final-sale items clearly identified before purchase, and goods made non-resalable through use may be excluded except when defective or where law requires a remedy.

Contact details

Chongqing Jierui Xunchuang Technology Co., Ltd.
No. 11, Building 1, No. 2 Xianghe Road, Wujia Town, Rongchang District, Chongqing, China
Email: service@novalqen.com
Telephone: +86 13322987298
Website: https://novalqen.com