At Novapro Sports, we want to ensure that your online shopping experience is enjoyable in terms of product range, price, and delivery.
We understand that there could be situations where you might want to return/exchange your purchase and we would be happy to facilitate the same as explained below:
For Tents, Wetsuits and all other products:
- Customers are responsible for the postage of returning goods with registered mail, unless we have made an error on your order. This includes returns due to incorrect sizing of wetsuits. Customers are responsible for returning the items to us in their re-sellable condition as per how you received them. Thus, we strongly advise to choose postage with tracking when returning. In the case where we don't receive your returns due to packages being lost in transit, we are not responsible for your package and no refunds will be made.
General Conditions for Returns (All Products):
- All exchanges, returns & cancellations must be in its original condition, packaging and with tags (if applicable) for a full refund less admin & restocking fee of 20% or A$12.00, whichever is higher.
- Exchange, refunds & cancellations must be made within 30 days of receipt of the product.
- Postages are non-refundable.
- Faulty goods need to be returned to us in its original packaging with proof of purchase for refunds or exchanges within 30 days of purchase.
- Ensure we are notified first of any returns so that we may lodge a case ID internally and allocate your return parcel to the correct processing department or it may be lost during a return.
- If your item is damaged in transit, incomplete, or you received a wrong item, please send us at least one clear image of your item and its damaged packaging (including the box you received in) prior to fully opening it to firstname.lastname@example.org quoting your order ID number. Our customer service will contact you for further action. Keep the item unused, and in its original condition until further clarification with us. Once item is used, our return policy will be voided and no longer applies to your order.
- Please note that it is the customer's responsibility to check the goods upon arrival and notify us if there is a problem, as we strictly do not refund, replace or exchange after 30 days.