At Nova By Designs, we want our customers to always have an enjoyable experience. From first glance to post purchase, we are here to help. If you’re not happy with your purchase, we will do our best to make things right, which is why we offer a comprehensive exchange or return program for the first 7 days after delivery. Please be sure to familiarize yourself with the return and exchange policy before completing your order.
TO RETURN UNOPENED ITEMS
Please contact Customer Service at NovaByDesigns@gmail.com within 7 days of delivery to obtain a return authorization number.
WHITE GLOVE DELIVERY (Available within 70 miles of a showroom)
- Package is delivered directly to the selected room.
- Items are unwrapped and packaging is removed by the delivery team.
- Delivery up to two flights of stairs included.
- Customer signature is required. If refusing the order for return, please notify the delivery team at the time of delivery.
- Assembly not included.
All freight is delivered to the curb or end of driveway outside the requested delivery address
- You will be responsible for transport beyond that point
- Customer must be present to receive the order.
- Assembly, unpacking, and removal of packaging not included
10% of Subtotal with a minimum of $99 Shipping is calculated from the product subtotal before applicable taxes and discounts are applied. Shipping charges are non-refundable once items have left our warehouse.
Orders in stock take approximately up to 3 business days to be set up for shipment at which point you will receive an email notification. Due to an increase in order volume and current precautions at the warehouses, please note that order processing may take 1-2 weeks. Thank you for your patience whilst we put the safety of our customers and staff first. Once the delivery company has picked up the order you will receive an email with the tracking information.
- Returned items will be inspected within 3 days of receiving the merchandise to ensure new condition.
- Any items returned in new condition with original packaging will incur a return shipping fee which will be deducted from the refund amount.
- Any items returned in new condition without the original packaging will incur up to a 35% restocking fee and a return shipping fee, which will be deducted from the refund amount.
- Damages incurred during return shipping due to insufficient packaging will not be eligible for a refund.
- Return shipping is the same rate as our basic shipping fee.
- The original shipping or delivery charges are non-refundable.
- Refunds generally take between 7 to 10 business days to be credited after the merchandise has been inspected.
- For any assistance, the Customer Service Department can be reached at NovaByDesigns@gmail.com Monday-Friday 9:30 am to 6 pm Eastern time.
IMPORTANT DETAILS FOR SCHEDULING YOUR DELIVERY APPOINTMENT
The carrier will call you 24-48 hours before delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to help the transport of your purchase.
- Delivery teams are only able to deliver Monday-Friday during standard business hours, and they we provide a 2 to 4 hours delivery window.
- Inform a modani representative if you have any circumstances that could affect the delivery (additional fees may apply): ◦ Very narrow driveway ◦ Dead-end street ◦ Ferry for island locations, etc. (fees may apply) ◦ The driver will need to park in a specific place ◦ Delivery to a side door or garage entrance.
- Please make sure not to miss your delivery appointment or else you will incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs
NON-REFUNDABLE / FINAL SALE ITEMS
All items purchased on clearance, marked as Final Sale, or marked as Floor Samples, cannot be returned.
REPORTING ORDER DAMAGES:
We package our products to remain intact during transit, however, unexpected incidents may happen resulting in damage. If in the unlikely event items arrive in less than perfect condition, please email us email@example.com within 3 days of delivery. Customer service will be able to provide assistance.
For a full refund, the product must be returned in the original packaging. Customers will be responsible for all shipping costs related to the return of the order. If assembly services have been requested, the customer is still responsible for retaining the original packaging in the event of a return. Save original packaging in case of a return.
Returns will only be accepted if the product is in new, unused condition. Products that have damages, scratches, assembly marks, or anything deemed as used by the sole discretion of Nova By Designs, will not be eligible for return.