Refund policy

At NovaPop, we strive to provide quality products and reliable service to our wholesale partners. Please review our wholesale return and refund policy carefully before placing an order.

Wholesale Orders

All orders placed through NovaPop Wholesale are considered wholesale purchases and are subject to the terms outlined below.

Damaged or Defective Products

If your order arrives damaged or contains defective merchandise, you must notify NovaPop within 7 days of delivery.

To process a claim, please provide:

Order number
Product SKU(s)
Quantity affected
Photos of the product
Photos of the original packaging and shipping carton

Approved claims may be resolved through:

Replacement merchandise
Store credit
Refund at NovaPop’s discretion

Shipping Damage

Any visible shipping damage should be noted with the carrier upon delivery whenever possible.

Claims related to shipping damage must be reported within 7 days of receipt.

Returns

Due to the nature of wholesale merchandise, NovaPop does not accept returns for:

Unsold inventory
Seasonal inventory
Customer preference
Ordering mistakes
Slow-moving products
Changes in market demand

Returns may be authorized only for:

Incorrect items shipped
Manufacturer defects
Approved quality issues

All return requests require prior written authorization from NovaPop.

Unauthorized returns will not be accepted.

Return Authorization

If a return is approved:

Products must be unused and in original packaging.
Return requests must be submitted within 14 days of delivery.
Customer is responsible for return shipping costs unless the error was caused by NovaPop.
Returned products must be received before credits or refunds are issued.

Refunds

Approved refunds will be processed to the original payment method or issued as store credit.

Shipping charges are non-refundable unless the error was caused by NovaPop.

Refund processing may take 5–10 business days after inspection and approval.

Order Cancellations

Orders may be canceled prior to shipment.

Once an order has shipped, it cannot be canceled.

Custom orders, special orders, and private label orders are non-cancelable and non-refundable once production has begun.

Product Variations

Due to manufacturing processes, slight variations in color, appearance, packaging, dimensions, or texture may occur and are not considered defects.

Limitation of Liability

NovaPop’s liability is limited to the purchase price of the affected merchandise. NovaPop is not responsible for indirect, incidental, or consequential damages resulting from the use, resale, or inability to sell products.