Return & Refund

Last updated: February 25, 2026

At Novora The Label, we want you to be satisfied with your purchase. If something isn’t right, we offer a clear and transparent 30-day return policy.

This policy applies to customers located in Australia, New Zealand, the United Kingdom, the United States, and Canada.

1. 30-Day Return Period

You may request a return within 30 days of receiving your order.

For customers residing in jurisdictions where mandatory consumer protection laws provide a statutory withdrawal period (including the United Kingdom), those statutory rights remain unaffected. Our 30-day return policy includes and does not limit any legally required withdrawal rights.

2. Return Conditions

To be eligible for a return:

  • Items must be unused, unworn, and unwashed
  • Items must be in original condition
  • All original tags must remain attached
  • Items must be returned in original packaging where reasonably possible

Items showing signs of wear, washing, damage, alteration, or misuse may be refused.

For hygiene reasons, certain items (such as underwear or accessories) may be excluded where clearly indicated on the product page.

Sale items are eligible for return unless explicitly marked as non-returnable.

No restocking fees apply.

3. How to Request a Return

Step 1 – Contact Us
Email support@novorathelabel.com within 30 days of receiving your order.
Please include:

  • Your order number
  • The email used for purchase
  • The reason for return

Step 2 – Approval
Once approved, you will receive detailed return instructions and the designated return address.

Returns sent without prior approval may not be processed.

Step 3 – Ship the Item
After approval, the item must be shipped within the 30-day return period calculated from the delivery date.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer in all cases, including but not limited to:

  • Change of mind
  • Incorrect size selection
  • Style preference
  • Exchanges
  • Sale items

As returns are processed through our international fulfilment partner, return shipping may involve international postage.

If the item is confirmed to be defective, damaged upon arrival, or incorrectly delivered, we will provide an appropriate solution in accordance with applicable consumer protection laws. This may include reimbursement of reasonable return shipping costs where legally required.

We strongly recommend using a trackable shipping service. We are not responsible for returns lost in transit.

Original shipping fees are non-refundable unless required by law.

5. International Returns & Customs

Returns must be sent to our designated international return facility:

Return Address (only after approval):

5th Floor, Elevator 4, Building 3
No. 12 Huaxia 3rd Road
Qiaotou Town, Dongguan City
Guangdong Province, China
Zip code: 523000
Recipient: Huhui

Customers are responsible for:

  • Return shipping costs
  • Any applicable customs duties
  • Import taxes
  • Clearance fees

If unpaid customs charges are incurred or the return is refused by customs authorities, any resulting costs may be deducted from the refund where legally permitted.

6. Refund Processing

Once your return has been received and inspected, you will be notified of the approval status.

If approved:

  • Refunds are issued to the original payment method
  • Processing time: typically 1–2 business days after approval
  • Funds may take 5 business days to appear depending on your bank or payment provider

Refunds are issued in the original transaction currency.

Currency conversion differences, bank charges, and third-party transaction fees are non-refundable unless required by law.

7. Exchanges

Exchanges are available for a different size, colour, or product if in stock.

To request an exchange, follow the same return approval procedure and specify the desired replacement item.

Shipping costs for replacement items are the responsibility of the customer unless the exchange is due to a confirmed defect or incorrect shipment.

8. Damaged or Defective Products

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Photo evidence may be required to process the claim.

Where a defect is confirmed, we will provide a replacement or refund in accordance with applicable consumer protection laws.

9. Legal Notice

Nothing in this policy limits your statutory rights under applicable consumer protection laws, including but not limited to:

  • Australian Consumer Law
  • New Zealand Consumer Guarantees Act
  • United Kingdom Consumer Rights Act 2015
  • Applicable U.S. state consumer laws
  • Canadian federal or provincial consumer legislation

10. Contact Information

If you have any questions about your return or need help with the process, please contact our customer care team. We’re here to help.

Novora The Label

Address: 37 William Street, Bathurst NSW 2795, Australia
Business Registration Number: 80637434
VAT Number: NL003474062B10

E-mail: support@novorathelabel.com

Customer Service Hours: Mon–Sat 9:00–20:00 AEST/AEDT
Response Time: Within 24 hours