Refusionspolitik

LAST UPDATED: January 20, 2026

This Refund Policy applies to all purchases made via https://novalightmask.com and is operated by Novalight LLC.

BUSINESS IDENTITY

  • Legal Business Name: Novalight LLC
  • Registered Address: 1840 Grant Park Lane, Los Altos, CA 94024, United States
  • Support Email: info@novalightmask.com
  • Support Phone: +1 650 206-5574

1. RETURN & REFUND PERIOD

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. Additionally, our products are backed by a 1-year manufacturer's warranty for any technical defects.

Items that are defective, damaged, or incorrect are eligible for return or replacement even if opened or used.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Items that are defective, damaged, or incorrect are eligible for return or replacement even if opened or used.

3. DAMAGES AND ISSUES

Please inspect your order upon receipt.

  • Damaged Items: If the product arrives severely damaged, we will provide a full refund or a free replacement.
  • Minor Issues: For minor cosmetic issues (scratches/stains), we may offer a partial refund or replacement based on our inspection.
  • Incorrect Items: If you receive the wrong size, color, or a product with missing accessories, please contact us immediately for a replacement or a missing part shipment.

4. RETURN SHIPPING & ADDRESS

To ensure the fastest processing of your return, all physical returns must be sent to our dedicated logistics and returns facility.

Authorized Return Center: 1840 Grant Park Lane, Los Altos, CA 94024, United States

Note: This Guangdong facility is the designated returns processing center for Novalight LLC. For all legal or corporate inquiries, please refer to our registered Los Altos address.

Return Shipping Cost: Customers are responsible for paying their own shipping costs for returning their item. Shipping costs are non-refundable.

5. REFUND PROCESS

Once we receive and inspect your return, we will notify you if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.

6. LOST OR MISSING ORDERS

An order is considered lost if it has not arrived within 60 days of the shipping date. In such cases, you are entitled to a full refund or a one-time free replacement.

Customers must contact us within 7 days of the estimated delivery date to initiate a lost order investigation.

7. CUSTOMER SUPPORT

For any questions regarding returns or to start a return process, please contact us:

  • Novalight LLC 
  • 1840 Grant Park Lane, Los Altos, CA 94024, United States
  • Phone: +1 650 206-5574
  • Email: info@novalightmask.com 
  • Business Hours: Monday - Friday | 9:00 AM - 5:00 PM (PST - Pacific Standard Time)