Refund and Returns Policy

Last updated: August 10, 2025

At Novapew, we care about the craft and usability of every piece we make. If something isn’t right, this Return & Refund Policy explains how we’ll help. The terms below apply to orders shipped to the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal.

Policy Overview

Category Detail
Return Period 30 days from the date you receive the product
Returns due to Novapew’s fault Free ($0) — damaged, defective, or incorrect item; a prepaid return label is provided
Returns on Customer Request Customer pays return shipping (change of mind, wrong fit/style, no longer needed)
Refund Processing Within 7 business days to the original payment method
Re-Import Fee None ($0)
Applicable Market U.S., U.K., FR, DE, AU, ES, CA, IT, BE, PT

1. General Conditions for Returns

Our furniture is handcrafted from kiln-dried wood and designed for everyday living (seating, storage, lighting, timepieces, bedroom pieces, and sofas). To keep things fair for everyone, returns are accepted under these conditions:

  • Return Window: Submit your return request within 30 days of delivery.

  • Condition: Items must be new, unused, unassembled, and unaltered. Signs of use (scratches, dents, stains, odors, pet hair, drill holes, cut cords, tampered clock movements, removed tags) render the item ineligible.

  • Packaging: Return in original packaging with foam inserts, protectors, hardware/screws, tools, manuals, accessories, cable ties, and movement protectors (for clocks). If original packaging is unavailable, you must securely repackage at your cost.

  • Proof of Purchase: Provide your order number, invoice, or confirmation email.

  • Assembly Status: Items fully assembled, mounted, wired, or installed are not eligible unless the issue is a verified manufacturing defect or shipping damage. (Examples: sofas fully assembled; headboards mounted; lighting hard-wired; clocks with movement covers removed.)

These conditions apply in all ten supported countries listed above.

2. Return Procedures by Case

A. Returns Due to Novapew’s Fault

We take responsibility if your item is:

  • Damaged in Transit (e.g., cracks, crushed corners, chipped finishes).

  • Manufacturing Defect (e.g., misaligned joinery, warped panels beyond tolerance, drawers not tracking, clock movement faults, unstable legs/frames).

  • Incorrect Item Delivered (wrong size/finish/model).

Costs & Solutions

  • Return is free. We provide a prepaid return label and can arrange carrier pickup where available.

  • You may choose:

    • A replacement (subject to stock/lead time), or

    • A full refund, including any original shipping fee charged at checkout.

This applies across all covered countries; minor differences in carrier service may occur by destination.

B. General Returns (Change of Mind)

If the item doesn’t fit your space or style:

  • Eligibility: Within 30 days, unused, unassembled, in original packaging.

  • Shipping Costs: Customer covers return shipping; these costs aren’t refundable. Use tracked and insured service.

  • Inspection: We assess returned items for condition and completeness. Only items that pass inspection are refunded.

  • Refund Amount: Product price only, excluding the original shipping fee.

3. Non-Returnable Items

Gift Cards (digital/physical).

Final Sale / Clearance items.

Used / Assembled / Installed items (e.g., mounted headboards, wired light fixtures, clocks with tampered movements, sofas unwrapped and used).

Custom or Made-to-Order items (custom dimensions, finishes, carvings, upholstery, or special electrical specs), unless defective or damaged on arrival.

4. Return Process

Step 1 — Request
Email [email protected] within 30 days of delivery. Include:

  • Order number

  • Reason for return

  • For defects/damage: clear photos or a short video of the item and packaging (inside and outside)

Step 2 — Instructions
Our team replies within 1–2 business days with return instructions. If it’s our fault, we’ll include a prepaid return label.

Step 3 — Pack & Send
Repack with original foam and protectors. For clocks, re-fit any movement locks/protectors. If the box is missing, use sturdy, shock-resistant packaging.
Ship to: Novapew — Returns Department 2407 Curtis Ave, Redondo Beach, CA 90278, USA

5. Refund Processing

  • Timing: Within 7 business days after the return is received and inspected.

  • Method: Refunded in USD to the original payment method (credit card, PayPal, etc.). Store credit available on request.

  • Bank Timelines: Your bank/card provider may take up to 7 additional business days to post funds.

6. Restocking Fee

No restocking fees. Eligible returns receive the full refundable amount once they pass inspection.

7. Order Processing & Shipping Times (Summary)

Processing: 1–2 business days (Mon–Fri, excluding U.S. public holidays).

Transit Estimates:

  • United States: 5–6 business days

  • Europe & United Kingdom (FR/DE/ES/IT/BE/PT): 6–8 business days

  • Canada & Australia: 7–10 business days

Order Cut-Off: Orders before 2:00 PM PST process the same business day; later orders start next business day.

For delivery details, see our Shipping Policy.

8. Contact Us

If you have questions about shipping, cancellations, or returns—or need help with an order—our team is ready to assist.

Address: 2407 Curtis Ave, Redondo Beach, CA 90278

Phone: +1 (310) 995-6505

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM PST