After-Sales Policy

At Nova Matrix, we engineer premium cooling hardware designed to deliver absolute precision and performance. We stand behind the craftsmanship of our products and are committed to providing an exceptional post-purchase experience.

Please review our comprehensive Return, Refund, and Warranty policies below. If you have any questions, please reach out to our global support team at support@novamatrx.com.
Q1 30-Day Money-Back Guarantee (Returns & Exchanges)

We want you to be completely satisfied with your cooling experience. If you change your mind, you can request a return or exchange within 30 days from the date of delivery.

  • Condition of Items: To be eligible for a standard return, items must be in their original packaging, unused, unaltered, and in the same pristine condition that you received them, including all original accessories, gifts, and documentation.
  • Inspection Windows: We highly recommend inspecting your packages within 48 hours of receipt. If you notice any transit damage or missing components, please contact us immediately with clear photos of the product and the delivery note.
  • Return Shipping: Unless the return is due to a verified manufacturing defect or a shipping error on our part, customers are responsible for covering the return shipping fees to our regional fulfillment warehouses (located in North America and Europe).
Q2 1-Year Limited Warranty (Hardware & Tech Protection)

Every Nova Matrix appliance is backed by a 1-Year Limited Technical Warranty starting from the date of purchase.

  • What is Covered? This warranty covers all manufacturing defects in materials, active compressor parts, thermal management boards, and workmanship under normal, non-commercial home use.
  • What is Not Covered? This warranty does not cover damages resulting from:Commercial use, improper operation, drop accidents, or unauthorized technical modifications.Voltage & Power Mismatches: Using a North American model (110V–120V) on a European power grid (220V–240V) without a certified industrial voltage transformer, or vice versa.
  • Our Solution: If a verified hardware defect occurs within the warranty period, Nova Matrix will, at our discretion, either (1) send free replacement parts with technical guidance, (2) replace the unit with a brand-new product, or (3) issue a partial/full refund depending on the usage period.
Q3 Order Cancellations & In-Transit Interceptions
  • Before Dispatch: If you wish to cancel an order, please contact us immediately. Once approved, we will issue a full refund to your original payment method.
  • After Dispatch (In-Transit): If your order has already left our warehouse, cancellation is no longer feasible. We recommend tracking the shipment and contacting the local carrier (FedEx, UPS, or DHL) directly to request a delivery interception.
  • Unsuccessful Interceptions: If interception fails, please accept the physical delivery and contact us to initiate a standard return. Do not refuse the delivery, as abandoned or unapproved return packages may get lost and invalidate your refund.
Q4 How Partial Refunds are Calculated for Group Purchases

If you participated in a group purchase or a bulk discount tier and choose to return only some of the items in that specific order, your refund per item will not be the full retail price. It will be precisely calculated as follows:

Refund Amount per Product = Actual Amount Paid - Discount Deduction

  • Discount Deduction: The original volume discount (e.g., 5% or 10% off) is applied proportionally across the full order. The final refund reflects the exact portion of the total payment allocated to that specific item after this distribution.
  • Promotional Gifts ("Buy X, Get Y"): If the returned item qualified for a free promotional gift, the gift must be returned unused along with the main product. If you wish to keep the gift, its retail value will be deducted from your final refund amount.
Q5 30-Day Price Protection Policy

We want you to buy with absolute confidence. All Nova Matrix orders are automatically backed by our 30-Day Price Protection Policy. If the listed price of the exact product model drops on novamatrx.com within 30 days of your original purchase, simply email us at support@novamatrx.com. We will gladly audit the transaction and refund the exact price difference directly to your original payment method.

Q6 How to Initiate a Claim (Step-by-Step)
  • Step 1: Send an email to support@novamatrx.com with the subject line: "Return/Warranty Claim - [Your Order Number]".
  • Step 2: Attach clear photographs or a short video clip showing the issue, along with a picture of your delivery note/shipping label.
  • Step 3: Our dedicated customer care team will audit your request and reply with a solution or a Return Merchandise Authorization (RMA) along with warehouse address instructions within 12 business hours.
  • Step 4: Once your return is received and inspected at our sequence warehouse, your refund will be processed and automatically applied to your original credit card or payment gateway within 5–7 business days.
Q7 Cross-Border & Regional Compliance Notes
  • European Union & UK Customers: In compliance with EU consumer protection laws, you retain a statutory 14-day right of withdrawal for online purchases. Our 30-day global guarantee expands upon this right to offer you extra peace of mind.
  • Logistics Liabilities: Please ensure your shipping address is 100% accurate before placing an order. Nova Matrix is not liable for delivery failures or delays resulting from inaccurate address details modified post-dispatch.