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Q1: What is your standard return window?

A: We want you to buy with absolute confidence. Nova Matrix offers a 30-Day Money-Back Guarantee. You can request a return or exchange within 30 days from the physical delivery date of your order.


Q2: What are the conditions for returning an item?

A: To qualify for a full refund, your item must be unused, unaltered, in its original packaging, and in the same pristine condition that you received it. It must include all original hardware accessories, internal padding, manual documentation, and any complimentary promotional gifts.


Q3: How do I initiate a return or exchange?

A: The process is simple:
  1. We highly recommend inspecting your package within 48 hours of receipt.
  2. Email our global care team at support@novamatrx.com with your Order Number.
  3. Attach clear photos or a short video of the product alongside your delivery note.
  4. Our team will audit the request and provide your Return Merchandise Authorization (RMA) and warehouse address details within 12 business hours.


Q4: Who pays for the return shipping fees?

A:
  • If the item is defective: If the return is due to a verified manufacturing defect or a shipping error on our part, Nova Matrix will cover all return logistics costs.
  • For personal preferences: If you change your mind or choose to return the item for personal reasons, you will be responsible for covering the return shipping fees to our regional fulfillment centers \(located in North America and Europe\).


Q5: How are partial refunds calculated if I return only part of a bundle or group purchase?

A: If you return only a portion of an order that received a volume or group discount, your refund will be calculated using this formula:

Refund Amount per Product = Actual Amount Paid − Discount Deduction

The original promotional discount is distributed proportionally across the entire order. Your final refund will reflect the exact portion of the total payment allocated to that specific item after this distribution.


Q6: Can I cancel my order or change my address if it has already shipped?

A:
  • Before Dispatch: Contact us immediately at support@novamatrx.com for a full cancellation and instant refund.
  • After Dispatch (In Transit): Once an order leaves our warehouse, we cannot cancel it or safely modify the address. We recommend contacting the carrier (FedEx/UPS/DHL) to request a delivery interception. If that fails, please accept the delivery first and contact us to process a standard return. Please do not refuse the delivery directly, as unapproved package rejections may get lost and void your refund.


Q7: How long does it take to receive my refund?

A: Once your return package arrives at our processing warehouse, it will undergo a sequential inspection. Once approved, your refund will be automatically credited back to your original payment method (Credit Card, PayPal, or Shopify Payments) within 7–14 business days. You will receive an automated email confirmation the moment the transaction goes through.