Refund policy

Returns & Refund Policy

At EGNOVA, customer satisfaction is important to us, and we strive to ensure every order meets our quality standards. Because many of our products are made-to-order or customized specifically for each customer, we maintain a structured return and refund process to fairly handle all requests. We offer a 30-day return policy, meaning customers have 30 days after receiving their item to request a return. To be eligible for a return, products must be in the same condition they were received, including being unworn, unused, unwashed, with original tags attached, and in the original packaging. Proof of purchase or the order confirmation is also required. To initiate a return, customers must contact our support team at egnova7@gmail.com with their order number and, where applicable, clear photos showing any defects, damages, printing issues, or incorrect items received. Once a return request is reviewed and approved, we will provide return instructions, including the correct return address and, when applicable, a return shipping label. Returns sent without prior authorization may not be accepted.

We encourage customers to inspect their orders immediately upon delivery and contact us promptly if an item arrives defective, damaged, misprinted, or incorrect so we can evaluate the issue and provide an appropriate resolution. In cases involving manufacturing defects or production errors, EGNOVA may offer a replacement, store credit, or refund at no additional cost. Depending on the situation, customers may not be required to return the defective product. However, we do not accept returns or provide refunds for issues caused by incorrect sizing, color selection, shipping information errors submitted by the customer, or changes of mind after production has begun. Because many of our products are custom-made or personalized, custom items, special orders, sale items, gift cards, personal care products, hazardous materials, flammable liquids, and certain hygiene-related goods are non-returnable unless they arrive damaged or defective.

Orders may only be canceled and fully refunded while they are still in the “In Review” or pre-production stage. Once production has started, cancellations may no longer be possible due to the made-to-order nature of our business. For exchanges, the quickest method is to return the original item after approval and place a separate order for the replacement product desired. Customers within the European Union are entitled to a 14-day cooling-off period, allowing them to cancel or return eligible orders within 14 days of delivery, provided the item remains unused, unworn, in original condition, and accompanied by proof of purchase.

Once a returned item is received and inspected, customers will be notified regarding the approval or denial of their refund. Approved refunds will be issued back to the original payment method within approximately 10 business days, although processing times may vary depending on the customer’s bank or credit card provider. If more than 15 business days have passed since a refund was approved and no payment has been received, customers should contact us at egnova7@gmail.com for assistance. EGNOVA reserves the right to refuse returns that do not meet the conditions outlined in this policy, including items returned outside the eligible return window, products showing signs of wear or misuse, or items intentionally damaged after delivery.

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