Refunds and Returns

At NovaMarket, we want every purchase to be a good experience. If something isn't right, we'll fix it without complications.

Satisfaction Guarantee

All our products come with a 30-day satisfaction guarantee, counting from the date you receive your order. Additionally, in accordance with the Federal Consumer Protection Law (LFPC), any product has a minimum 90-calendar-day warranty against manufacturing defects.

When does a return apply?

We accept returns when:
• The product has a manufacturing defect or arrived damaged
• You received a different item than the one you ordered
• You are not satisfied with the product within the first 30 calendar days

Return conditions:

• The product must be in suitable condition (no damage from misuse or excessive use)
• It is recommended to keep the original packaging
• The request must be made within the corresponding period

How to request a return?

1. Write to us via WhatsApp with your order number and a brief description of the reason
2. If the problem is visible, send us a photo of the product
3. We will indicate the steps for the return based on the case
4. Once we receive and verify the item, we will process your refund or replacement

Refund times:

• Cash on delivery (COD) orders: bank transfer in 3 to 5 business days
• Orders paid by card: refund to the same card in 5 to 10 business days depending on your bank

Bonus for failure to deliver:

If NovaMarket fails to deliver within the promised timeframe without justified cause, you are entitled to a 20% bonus on the price paid, in accordance with Mexican regulations.

Items not eligible for return:

• Products with evident damage due to misuse
• Products that have been modified or altered by the customer

Have questions? Write to us on WhatsApp; we respond quickly.

Last updated: May 2025