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Returns Policy

Returns/Refund 

Returns will only be accepted if the product is in its unused/new condition or if it has a manufacturer defect or if it arrived damaged. Products that have damages caused by the customer includes: scratches, assembly marks, water marks, or any other damage will not be eligible for a return.

Novo Home Furnishings & Decor will refund your item if for any reason you are not satisfied. All returns are allowed within (30) days from the order date. 20% restocking fee plus home pickup fee will be applied for any returned items. Items must be unopened, good, resalable condition, and in the original factory packaging the same way it was received. 35% restocking fee plus home pickup fee will be applied for any opened returned items but without the original factory packaging. Novo Home Furnishings & Decor reserves the right to refuse returns of items that are not in the condition it was received: Damage or misuse of customer. Novo Home Furnishings & Decor will schedule a pickup date with an estimated time window of 8 hours (1pm - 9pm) for the items you would like to return. We will pickup at the next available opportunity. Refund amount are made electronically back to the same payment method used to make the purchase. Refund process take usually 5-15 business days to complete. 

     

    *Mattresses and sofas are strictly non-returnable and non-refundable. We understand the importance about sanitary and health issues therefore, we do not restock any used mattresses and sofas back into our warehouse. 

     

    Refund Process

    • Customer contacts Customer service to initiate return process and schedules pickup date with an estimated time window of 8 hours (1pm - 9pm)
    • Returned items will be inspected within 5 days of receiving the merchandise into the warehouse, to ensure that they are in new condition.
    • Any items returned unopened in new condition with its original packaging will incur a 20% restocking fee plus any applicable home pickup fees which will be deducted from the refund amount.
    • Any items returned opened in new condition but without its original packaging will incur a 35% restocking fee plus any applicable home pickup fees which will be deducted from the refund amount.
    • Damages incurred during return shipping due to insufficient packaging will not be eligible for a refund.
    • The original shipping or delivery charges are non-refundable.
    • After we have inspected the returned goods, it generally takes 5-15 business days for a refund to be credited back to you.
    • For any assistance, call our Customer Service Department at (626) 598-3020, Monday through Friday, 9:00 am to 5 pm Central Time or email us at info@novohomefurnishings.com. 

     

    Exchange 

    Exchanges will only be accepted if the product is in its unused, new condition and its original factory packaging. Opened packaging will not be eligible for exchange. Item must be equal to or less than the product original purchase price. 

    Novo Home Furnishings & Decor will exchange your item for same, similar or different product but Item must be equal to or less than the product original purchase price. All exchanges are allowed within (15) days from the purchase date. 20% restocking fee plus home pickup and/or re-delivery fee will be applied for any exchanged items. Items must be unopened, good, resalable condition, and in the original factory packaging the same way it was received. All items must be in the original factory packaging the same way it was received. Novo Home Furnishings & Decor will schedule a pickup date with an estimated  time window of 8 hours (1pm - 9pm) of the items at the next available opportunity. 

     

     Exchange Process:

    • Customer contacts Customer service to initiate exchange process and schedules pickup date with an estimated time window of 8 hours (1pm - 9pm)
    • Customer will be invoiced 20% restocking fee plus home pickup and/or re-delivery fee. Invoice payment must be made prior to delivering new order. 
    • Returned items will be inspected within 5 days of receiving the merchandise into the warehouse, to ensure that they are in new condition. Any damage or misused discovered during inspection will result in a higher restocking fee. 

     

     

    Cancellation:

    All cancellations must be confirmed with a Novo Home Furnishings & Decor Customer Service Representative only. Deposits or down payments will not be refunded under any circumstance.  Refund amount are made electronically back to the same payment method used to make the purchase. 20% - 35% restocking fee and storage fees (if applicable) will be applied depending on the situation. 

     

    Cancellation Fees:

    • Deposits or down payments made will not be refunded. 
    • Orders cancelled 14 days or less prior to delivery date will incur a 20% restocking fee. Delivery charges are non-refundable. 
    • Orders cancelled 15 days or more prior to delivery date will incur a 20% restocking fee and storage fees. Delivery charges are non-refundable.
    • Orders cancelled upon delivery or truck in route will incur a 35% restocking fee. Delivery charges are non-refundable.
    • Orders will be automatically cancelled if customers fails to answer calls, text, or emails from our delivery team to arrange the delivery date within 15 days of the purchase date. Customer will incur a 35% restocking fee and storage fees. Delivery charges are non-refundable.
    • Special orders cannot be canceled. 

     

     

    Non-Refundable / Final Sale Items

    Any Item that have been used or assembled or without factory packaging will not qualify for a return/refund and exchange policy.

     

    Missing Parts

    Any missing parts must be reported to us within (15) days from your purchase date. We will ship you the missing part free of charge. 

     

     

    Damage

    To report a damage please click here to see our delivery policy.

     

     

     Important Notice

    *US made products may include domestic and foreign materials. Plywood, MDF and other materials may be used. Digital photography has been used to capture color samples in real life high resolution images posted on our web site. Images may vary in color due to print process or personal perceptions. We are not responsible for color variations. In addition, the color settings on any computer monitor may be altered. Try looking at our web site from at least two devices such as computers and/or phones and try adjusting your color settings in your computer to the default. Dimensions are based on assembled products provided for estimates only. Mattress, beddings, electronics and all other accessories are not included. Designs, constructions and materials are subject to change without notice.

     

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