Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We are not responsible for claims related to packages marked as "Delivered" by USPS or other carriers. Once the package is confirmed as delivered by the carrier, we are unable to file claims or guarantee replacement, as delivery confirmation indicates that the order has reached the address provided. In such cases, we recommend checking with neighbors, your local post office, or building management for further assistance.
If a package is returned to us due to an incorrect, incomplete, or undeliverable address provided during checkout, Nova Lane is not liable if you have entered your address incorrectly.
Due to the nature of the product (phone cases), if an incorrect address is provided at the time of purchase, the courier will charge a reshipment fee. This fee will be passed on to the customer. If the customer chooses not to have the order redelivered and requests a refund instead, we will deduct 40% of the order value to cover labor, handling, shipping and other associated costs. If the parcel is successfully delivered to your incorrect address we are unable to get our item back. Nothing can be done in this scenario. Please visit the address to see if you could retrieve your parcel back from the address.
In the events of a return, NovaLane does not cover cost for shipping returns as we have provided free shipping. If your return request is approved, we’ll provide you with the return address and detailed instructions. To keep things simple and cost-effective, we ask customers to arrange and pay for their own return shipping. This allows you to choose the courier service that best suits your budget and convenience—we don’t want to choose the most non cost-effective option for you.
We do not accept returns or refunds due to change of mind. Due to the nature of our product, once a phone case has been opened or used, it cannot be reused or resold to other customers. If you are unsatisfied or experience an issue with your order, you may request a return within 30 days of the delivery date. To qualify, the item must remain unopened and unused so it can be returned in original condition. Unfortunately, we cannot accept returns for items that have been opened or used.
Items sent back without prior return approval will not be accepted.
You can always contact us for any return questions at novalanecases@gmail.com
Order Processing
Please do make sure your order details are correct.
Nova Lane will not be responsible for your mistakes. Customers are liable for wrong information submitted and Nova Lane will not do exchanges/replacements/refunds for these mistakes due to the nature of the product. Please check your order details before placing an order or contact us ASAP within 24 Hours if you have entered the incorrect details.
Processing Time: All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
Order Confirmation: You will receive an email confirmation once your order has been placed, and have within 24 Hours to check if your order is correct before the case is made and shipped. Once your order is shipped, you will receive a shipping confirmation email with tracking information. After your order has been shipped no changes to address can be made as Nova Lane has already paid for your shipment.
Please email novalanecases@gmail.com if you have any concerns/questions.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Our policy requires customers to thoroughly inspect their phone cases for any damages or malfunctions within 48 hours of receiving the product. If any issues are identified, customers must contact our customer service team within this 48-hour window to report the problem. Failure to do so will result in the forfeiture of the right to a replacement or refund. Please note that after this period, we will not be able to accommodate requests for replacements or refunds due to damages or malfunctions discovered. Nova Lane will be able to track the details of the delivery and monitor the day and time collected.
At Nova Lane, we stand by the quality of our products and offer a 30-day policy for any defects or issues reported within this period and it will be assessed to see if it is defective by us. If a product arrives damaged or has a manufacturing defect, customers can reach out to us within 30 days of receiving their order for assistance.
After the 30-day period, we are unable to determine the cause of any damages, as they may result from regular wear and tear, accidental impact, or other external factors. Due to this, we are unable to offer replacements or refunds beyond this timeframe.
We appreciate your understanding and support. If you have any questions, feel free to contact our customer service team.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. This right does not apply if it contradicts any of the above sections.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at novalanecases@gmail.com.