Refund and Returns Policy

Effective Date: February 7, 2025

At Novo Heat Plus, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a straightforward refund and return policy to ensure a hassle-free experience.

1. Returns

We accept returns on eligible products within 30 days of the date of delivery, provided the following conditions are met:

  • The item is unused, in new condition, and in its original packaging.
  • The item has not been damaged, altered, or subjected to misuse.
  • The return request is submitted within 30 days from the delivery date.

Non-Returnable Items

The following items are not eligible for return:

  • Opened, used, or damaged products.
  • Personalized or custom-made items.
  • Clearance or sale items.

If you wish to return an item, please contact our customer service team at contact@novoheatplus.com or (518) 677-3868 to receive return instructions. You will be responsible for the return shipping costs, unless the return is due to a defective or incorrect item.

2. Refunds

Once your return is processed and inspected, we will issue a refund to your original payment method. Refunds will be issued within 7-10 business days after we receive the returned item. The amount refunded will exclude any shipping charges paid at the time of purchase unless the return is due to a product defect or error on our part.

Partial Refunds

If the returned item shows signs of use or damage that were not reported during the return process, we reserve the right to issue a partial refund. This will be determined based on the condition of the product when received.

3. Exchanges

If you receive a defective or incorrect product, we will be happy to offer you an exchange for the same or a similar item. Please contact us immediately to arrange for the exchange process. Shipping costs for exchanges due to our error will be covered by us.

4. How to Initiate a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Contact Us: Reach out to our customer service team within 30 days of receiving your order at contact@novoheatplus.com or (518) 677-3868 to request a return authorization.

  2. Pack the Item: Return the product in its original packaging, ensuring it is securely packed to avoid damage during return shipping.

  3. Ship the Item: Once your return is authorized, send the product to our return address:

    • Novo Heat Plus
    • 403 Ashgrove Rd, Cambridge, New York (NY), 12816

  4. Receive Your Refund or Exchange: After we receive and inspect the item, we will process your refund or arrange for an exchange, depending on your preference.

5. Damaged or Defective Items

If your product arrives damaged or defective, please contact us within 7 days of receiving your order. We will provide you with a prepaid return shipping label and issue a full refund or send a replacement product at no extra charge.

Please note that damage claims made after the 7-day period may be subject to additional review.

6. Cancellations

If you wish to cancel an order, please contact us as soon as possible. We are able to cancel orders that have not yet shipped. If the order has already been processed and shipped, please follow our return procedure once you receive the item.

7. Contact Us

If you have any questions about our Refund and Return Policy, or need assistance with a return, please contact us:

We are committed to ensuring your satisfaction and will be happy to assist you with any concerns.

This Refund and Return Policy is effective as of February 7, 2025. Thank you for choosing Novo Heat Plus.