Returns & Refunds
You have 30 days from delivery to return any product ordered from Novanaturis. Below you will find our return terms, required actions, shipping responsibility, and refund timelines.
Conditions
Customers may return non-hygiene acoustic devices and unopened hygiene products within exactly 30 days from the date of confirmed delivery. All products must remain unused, non-inserted into ear canals, enclosed in original brand packaging, and complete with all silicone sleeves, charging cables, user manuals, and intact protective safety seals.
Return process
- Submit a written return request citing your order confirmation number to [email protected] within 30 days of physical delivery.
- Receive official Return Merchandise Authorization (RMA) instructions along with designated international return depot instructions.
- Pack products securely in protective shipping boxes with all original contents, components, and seals intact to avoid transit damage.
- Undergo warehouse technical and hygiene inspection upon receipt, after which the purchase refund is issued within 3-10 business days via the designated bank account.
Who pays return shipping
When an ear care device arrives damaged, malfunctioning, or mispicked, we shoulder the transport by sending a prepaid label or booking a pickup. For voluntary returns, you cover carrier costs; we make no additional deductions.
Refund timing and method
Your refund processes within 3 business days of successful product verification. Cash-on-delivery purchases are settled via direct bank transfer to your designated account; wire payments return to the source bank account. Financial institutions generally clear funds within 1-5 business days.
Scenarios and resolutions
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Proper replacement shipped, wrong unit retrieved | None |
| Parcel lost | Replacement dispatch or complete refund following carrier tracking check | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of product price | Return shipping only |
Exchanges
To swap a model or accessory, send back the current item per our protocol and submit a fresh order; we reimburse the initial purchase upon arrival. If the replacement stems from our error, we ship the new item at our expense.
Cancelling an order
You may void an order without penalty before it leaves our warehouse. Submit your request with the order reference to [email protected]. Once a parcel dispatches, our standard return terms take effect.
Questions about this policy
Email [email protected] or phone +1 (512) 461-7762 during Mon-Fri 09:45-17:45. Our team answers all inquiries within one business day.
- Merchant
- Novanaturis LLC
- Registered address
- 1601 E 5th St., Austin, TX 78702, United States
- [email protected]
- Phone
- +1 (512) 461-7762
- Working hours
- Mon-Fri 09:45-17:45
- Registration
- EIN: 31-2085619