Last Updated: October 15, 2026

Eligibility

Request a return within 30 calendar days of delivery. For change-of-mind returns, items must be unused, in original condition, and accompanied by proof of purchase and original packaging where applicable.

Customized products, items clearly identified as final sale before purchase, and products damaged through customer misuse are generally excluded from change-of-mind returns.

These conditions do not remove mandatory rights concerning faulty or misdescribed goods.

Starting a Return

Email service@novellaen.com with your order number, product details, and reason for return. Include photographs when reporting damage or defects.

Wait for approval and return instructions before sending anything. Our business address is not automatically the return destination.

Shipping Costs and Product Problems

Customers pay return shipping for change-of-mind returns.

For damaged, defective, incorrect, or materially misdescribed goods, contact us for assessment and an appropriate remedy, including return assistance, replacement, or refund.

Refunds

Following receipt and inspection, approved refunds are processed within 5–10 business days to the original payment method. Bank posting times may vary.

Contact

Company: Hangzhou Qianhejin Technology Co., Ltd.
Email: service@novellaen.com
Telephone: +86 571 57892989
Business Address: Room 301-018, Building 9, No. 1390 Cangxing Street, Cangqian Subdistrict, Yuhang District, Hangzhou, Zhejiang Province, China