Returns & Refunds Policy

Last updated: 25 October 2026

We want you to be completely happy with your NOVO EST purchase. If something isn’t right, we’re here to help.

14-day returns

You can return most items within 14 days of delivery for a refund or exchange, as long as they are:

• Unused and in the same condition you received them
• In their original packaging, with all parts and accessories included
• Accompanied by your order number or proof of purchase

For hygiene reasons, opened vacuum storage bags cannot be returned unless they are faulty.

Damaged, faulty or wrong items

If your item arrives damaged, faulty, or is not what you ordered, contact us within 48 hours of delivery with your order number and photos. We will arrange a free collection and send a replacement or give you a full refund, including any delivery charge.

How to start a return

1. Contact us by WhatsApp, phone or email with your order number and the reason for the return.
2. We will confirm your return and arrange a collection or drop-off.
3. Once we receive and inspect the item, we will let you know whether your refund or exchange is approved.

Return shipping

For change-of-mind returns, a collection fee of AED 20 is deducted from your refund. Returns of damaged, faulty or incorrect items are free.

Refunds

• Approved refunds are processed within 5–10 business days.
• Card payments are refunded to the original card.
• Cash on Delivery orders are refunded by bank transfer to an account you nominate.
• The original delivery fee is non-refundable unless the item was damaged, faulty or incorrect.

Exchanges

If you would like a different item, we can exchange it subject to stock availability. Contact us and we’ll arrange it.

Contact us

• Phone / WhatsApp: +971 54 312 5090
• Email: contact@novoest.store
• Address: Office 823, Adel Ahmed Al Wahedi Bldg, Al Mararr, Dubai, United Arab Emirates