Returns & Exchange Policy

Returns & Exchanges Policy

Novira Lifestyle & Trends

Effective Date: 01.11.2026

1. Our Returns Policy

At Novira Lifestyle & Trends, we aim to deliver the correct products in satisfactory condition.

As a general store policy, we consider returns or exchanges when a customer receives:

• An incorrect product
• A damaged product
• A defective product

All requests are reviewed according to the evidence provided, the circumstances, and applicable consumer protection laws.

2. Returns Not Normally Accepted

We do not generally accept returns or exchanges for:

• Change of mind
• Incorrect size selected by the customer
• Personal preference after purchase
• Products that have been used or damaged by the customer

Exceptions may be made where required by applicable law or expressly agreed by Novira Lifestyle & Trends.

3. Reporting a Problem

Customers are requested to contact us within 24 hours of receiving their order if the product is damaged, defective, or incorrect.

Please provide:

• Order number
• Customer name
• Description of the problem
• Clear photographs of the product
• An unboxing or package-opening video, where available

An unboxing video is strongly recommended because it can help us investigate delivery-related damage or incorrect items.

If an unboxing video is unavailable, we will consider other relevant evidence.

The preferred 24-hour reporting period does not remove any rights or remedies available under applicable law.

4. Return Request Review

After receiving a complaint, our support team will review the available information.

We may request additional photographs, product details, or other reasonable evidence.

If a return or exchange is approved, we will provide further instructions.

Customers should contact us before sending an item back so that return arrangements can be confirmed.

5. Refunds and Exchanges

Depending on the problem, product availability, and applicable law, an eligible customer may receive an appropriate remedy, such as:

• Replacement of the incorrect or defective item
• Exchange where suitable
• Refund of an eligible payment
• Another remedy agreed with the customer or required by law

Refund arrangements and expected processing times will be communicated after the request has been reviewed and approved.

6. Return Delivery Charges

Return delivery charges depend on the reason for the return.

Where the return concerns an incorrect, damaged, or defective product, we will review responsibility for shipping costs and provide instructions consistent with applicable consumer rights.

Customers will be informed of any applicable return delivery charges before sending the item back.

7. Cash on Delivery Advance Fee

For COD orders, approved customers pay the delivery charge in advance through bank transfer.

The remaining product amount is payable upon delivery.

If a delivery-related refund issue arises, the treatment of the advance delivery fee will depend on the circumstances, including whether delivery services have been used and whether the issue was caused by the seller or another party.

Any legally required refund will be provided.

Customers may contact our support team for a case-specific review.

8. Order Cancellation

Customer-requested cancellation is generally not accepted after order placement.

This condition does not override legal remedies for non-delivery, damaged, defective, or incorrect goods.

9. Contact Us

For return, exchange, refund, or damaged-product enquiries, contact:

Novira Lifestyle & Trends Vavuniya, Sri Lanka

Email: noviralifestyles@gmail.com

WhatsApp: +94 78 780 8581