Nova Hair Returns, Refunds & Quality Guarantee
We stand behind the quality of our hair and inspect every order before it ships. This policy explains how we handle inspection, quality claims, and returns.
Inspection before shipment
We inspect every order before shipment and can send photos or videos of the actual products for your approval. We encourage you to review the hair, length, weight, colour, texture, lace, and construction before approving shipment, so that any concern is resolved before the order leaves our factory.
Change-of-mind returns
Human-hair products are hygienic items and are often customized to your specification. For these reasons, change-of-mind returns are generally not accepted. Please confirm all details carefully before approving your order.
Quality claims
If a product does not match the confirmed specifications or appears defective, please contact us promptly, and before washing, colouring, cutting, installing, wearing, or otherwise altering it.
To review a claim, we ask you to provide clear, unedited photos and videos. If a factory defect or specification error is verified, we may offer one of the following for the affected item:
- Repair
- Remaking
- Replacement
- Partial or full refund
What is not covered
Damage caused by improper installation, maintenance, bleaching, colouring, chemicals, excessive heat, or unauthorized alterations is not covered.
Product lifespan
Any stated product lifespan is an estimate, not a guarantee. How long hair lasts depends on installation, washing, heat styling, chemical processing, maintenance, and storage.
How to raise a claim
Message us on WhatsApp at +84 36 216 7992 or email info@novahairfactory.com, and include your name, invoice number, and a clear description of the issue along with your photos and videos.