Introduction
This policy outlines the procedures and customer rights relating to returns, exchanges, and refunds. Statutory consumer rights always apply to products that are faulty, damaged, or not as described. All returns and refunds are subject to our Terms of Service.
Return & Exchange Window
Returns and exchanges are accepted within 30 days of receiving the order. Requests made after this 30-day period cannot be accepted.
Return & Exchange Conditions
Items must be returned in their original, unused, and unwashed condition. All components, accessories, manuals, and original packaging must be included and remain undamaged. Products that have been worn, altered, damaged, washed, or customized cannot be returned. Items displaying signs of use beyond an initial inspection will be considered non-returnable.
Requesting a Return or Exchange
To request a return or exchange, contact our customer support team at info@novarano.com within the applicable return period. Please provide your order number, details of the relevant item or items, the reason for your request, and photographs where applicable. Returns sent without prior approval will not be accepted.
Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, or incorrect, customers should contact us at info@novarano.com and provide:
Nova Rano will offer either a free replacement or a full refund in accordance with applicable consumer rights.
Refunds
Customers will be informed whether their refund has been approved or rejected after the returned item has been inspected. Approved refunds will be issued to the original payment method within 7 days. The time required for the funds to appear may vary depending on the payment provider.
Exchanges
If an exchange is requested, further instructions will be provided once the request has been approved. The replacement item will be shipped after the returned product has been received, inspected, and approved. If the requested replacement is unavailable, a refund will be issued instead.
Return Shipping
Return instructions and the applicable return address will be provided after the request has been approved. Nova Rano covers the return shipping costs for defective or incorrect items. For all other eligible returns, the customer is responsible for the return shipping costs. No restocking fees are charged.
Order Cancellations
Orders may be cancelled by contacting our customer support team at info@novarano.com before processing begins. Once an order has been processed, it can no longer be cancelled. In such cases, the order may be returned by following the return procedure described above.
Abuse & Fraud Prevention
Nova Rano reserves the right to refuse a return or exchange if abuse, repeated misuse, or fraudulent activity is reasonably suspected.
Company Details
Nova Rano is owned and operated by Christiaans Ecommerce LLC, a company registered in the United States.
Store Name: Nova Rano
Company Name: Christiaans Ecommerce LLC
Company Number: 2025-001846281
EIN Number: 38-4379832
Phone: +1 720-796-3270
Email: info@novarano.com
Business Address:
3000 Lawrence Street
Denver, CO 80205
United States
Customer Service:
Monday–Friday: 08:00–18:00 (GMT-05:00) New York Time
Saturday and Sunday: 10:00–16:00 (GMT-05:00) New York Time
Average response time: Within 24 hours.
