Refund policy

At Novalisia (operated by GANGFA INTERNATIONAL (HONG KONG) LIMITED), customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below.

Return Eligibility

You may return most items within 30 days of delivery for a refund, provided that:

The item is unused, unworn and in its original condition.
All original tags, labels and packaging are included.
The item shows no signs of use, damage, washing or alteration.
We reserve the right to refuse returns that do not meet these conditions.

How to Initiate a Return

To request a return, please contact our customer support team at Email: info@novalisia.com
Please do not send items back without contacting us first, as return instructions must be provided before shipment.

Returns Address

Warehouse And Returns Centre:
7 Box RdUnit 3, 1/7 Smeaton Grange Rd, Smeaton Grange NSW 2567

Return Shipping Costs

Customers are responsible for return shipping costs for unwanted items or change-of-mind returns.

Please note:

Returned products are sent to our international returns centre in Australia.

International return shipping costs may be higher than domestic shipping costs.

Return shipping fees are non-refundable.

Before returning an item, please contact our support team. In many cases we may be able to provide an alternative solution without requiring an international return.

Incorrect, Defective or Damaged Products

If you receive:

A defective item
A damaged item
An incorrect item

Please contact us within 48 hours of delivery and include photographs where possible.
If the issue is confirmed, we will provide an appropriate solution, which may include:

Replacement of the item
Refund
Return shipping assistance where applicable

Customers will not be charged return shipping costs where the error is due to our mistake.

Non-Returnable Items

The following items cannot be returned:

Personalised or custom-made products
Perishable products
Products returned more than 30 days after delivery
Products not in their original condition
Products damaged through misuse or improper handling

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, colour or size, please return the original item (if eligible) and place a new order through our website.

Order Cancellation

Orders may be cancelled within 24 hours of purchase.
If an order has already been processed or shipped, cancellation is no longer possible and the standard return procedure will apply.