All sales at Nova Hair Dept are final by default. Returns are accepted only in limited circumstances. Please read this policy in full before reaching out.
Overview
Due to the hygiene-sensitive nature of hair products and the limited-edition structure of our weekly drops, all sales are considered final. We do not accept returns for change of mind, texture preference, incorrect length selection, or any other reason outside of the specific eligible circumstances listed below.
We take quality seriously. If something is wrong with your order — we want to know and we will make it right. If your situation qualifies, the process is simple: email us first, always.
Return Eligibility
A return or replacement will only be considered if all of the following conditions are met:
- The item arrived visibly damaged, defective, or materially different from what was described
- You received the wrong product
- You contact us via email within 48 hours of confirmed delivery
- The item has not been worn, used, altered, or washed
- The item is returned in its original packaging with all tags intact
- You have photo or video evidence of the issue at the time of unboxing
Returns that do not meet every condition above will not be accepted, and the item will be returned to you at your expense.
Worn or Used Items
We inspect every return upon receipt. If an item is determined to have been worn, installed, washed, cut, colored, heat-styled, or otherwise used in any way, the return will be immediately voided and no refund will be issued.
No exceptions. An item returned in worn or used condition will not be refunded under any circumstances. The item will be shipped back to you at your cost. Sending a worn item does not entitle you to a refund or store credit.
Signs we consider evidence of wear or use include but are not limited to:
- Hair that has been washed, conditioned, or wet
- Signs of heat styling — flat iron marks, curl patterns from tools
- Knots, tangles, or matting inconsistent with original packaging condition
- Adhesive residue, lace that has been cut or applied
- Odors from styling products, heat, or environment
- Missing or tampered original packaging or tags
We understand that you may need to inspect your unit before accepting it — brief, careful inspection with the hair in its original state is fine. The moment the unit is installed, worn, or styled, it is considered used and is no longer eligible for return.
How to Initiate a Return
To begin the return process, you must email us first. Do not ship anything back without receiving written authorization from us — unauthorized returns will be refused at the door and returned to sender.
Refunds
If your return is approved after inspection, a refund will be issued to your original payment method. Please allow:
- 3–5 business days for inspection after we receive your item
- 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer
Original shipping charges are non-refundable. If you received free shipping on your order, the actual cost of outbound shipping may be deducted from your refund.
Refunds will not be issued for items that arrive worn, used, altered, or without original packaging. No partial refunds will be given for partially used sets.
Exchanges
We do not offer direct exchanges. Due to the limited-unit nature of our weekly drops, the same product may no longer be available by the time a return is processed. If your return is approved and the original item is still in stock, we may offer a replacement at our discretion.
If a replacement is not available, a refund to your original payment method will be issued instead.
Contact Us
All return requests must be initiated by email. Please do not DM us on social media for return inquiries — email is the only way to open a case and receive authorization.
- Email: hello@novahairdept.co
- Subject line: Return Request — Order #[your order number]
- Response time: 2–3 business days