Thank you for choosing Novagenix for your sports supplement and clothing needs. We are committed to providing you with high-quality products and exceptional service. Please read our Refunds & Returns Policy carefully to understand your rights and obligations.
1. General Policy
- This policy applies to products purchased directly from Novagenix through our official website or authorized sales channels.
- Proof of purchase (e.g., order number or receipt) is required for any refund or return request.
2. Non-Returnable Items
- Supplements, Vitamins & Food Items: Due to hygiene and safety regulations, these products are non-returnable. We only offer refunds or replacements for these items in the event of a manufacturing defect or if the items were damaged upon arrival.
- Any opened, partially used, or tampered-with product will not be eligible for return, exchange, or refund.
3. Clothing Returns
- Eligibility: Clothing may be returned within 14 days of delivery if the item is unworn, unwashed, with tags attached, and in its original packaging.
- Condition of Items: To be eligible for a return, items must be in the same condition as when you received them. No signs of wear, washing, or alteration will be accepted.
- Return Shipping: You are responsible for any shipping costs associated with returning clothing items unless the product arrived damaged, incorrect, or defective.
4. Refunds for Supplements, Vitamins & Food Items
- Manufacturing Defect or Damage: If you receive a damaged or defective supplement, vitamin, or food product due to a manufacturing issue, please contact us within 7 days of delivery. We will review your claim and determine if a replacement or refund is warranted.
- Proof of Damage: Clear photos or other evidence may be required to support your claim.
5. Refund Process
- Inspection: Once your return or refund request is received, our team will inspect the item or evidence provided to ensure it meets our return/refund criteria.
- Approval/Rejection: If approved, we will initiate your refund through your original payment method within 10 business days. If your request is rejected, we will notify you with an explanation.
- Partial Refunds: In some cases, a partial refund may be issued if the item has sustained damage outside of manufacturing errors.
6. Exchanges
Clothing Exchanges: If you wish to exchange a clothing item for a different size or color, please initiate a return and place a new order for the replacement item.
- Non-Returnable Products: Exchanges are not available for supplements, vitamins, and food items unless the item was damaged or defective due to manufacturing error.
7. Shipping Costs
- Original Shipping Fees: Shipping fees from the original order are non-refundable unless the return is due to our error.
- Return Shipping Costs: You are responsible for the return shipping costs, except in cases where the product is damaged or defective due to our error. We recommend using a trackable shipping service or purchasing shipping insurance.
8. Contact Us
For any questions or concerns regarding our Refunds & Returns Policy, please reach out to our customer service team via:
- Email: info@novagenix.co.za
- Website: www.novagenix.co.za
We appreciate your understanding and cooperation. Thank you for choosing Novagenix—we strive to ensure you receive only the best in sports supplements and clothing!