At Novahug, we strive to ensure that every order meets our high standards of quality. To ensure a professional experience for both parties, please inspect your items immediately upon arrival.

1. Eligibility for Returns & Exchanges
You may request a return or exchange if you encounter the following issues within 48 hours of delivery:
• Damaged Products: Items arrived with structural defects or transit damage.
• Mismatched Goods: You received the wrong item(s) compared to your order confirmation.
Procedure: Please take clear photos of the defective part and the shipping label, then contact us at sales@eshine.group immediately.

2. Important: Size & Measurement Disclaimer
Please be advised that all product dimensions listed on our website are manually measured. A deviation of 3-5 cm is considered normal and within the acceptable industry range. Requests for returns, refunds, or exchanges based on size discrepancies within this 3-5 cm margin will NOTbe accepted.

3. Shipping Costs for Returns
If the return is due to an error on our part (damaged or wrong items), Novahug will bear the freight for returning the product and shipping the reordered product. *Note: The maximum total freight amount borne by Novahug shall not exceed USD 10.00.

4. Non-Returnable Situations
Refunds or exchanges cannot be applied for in the following situations:
• Purchased the Wrong Product: Self-mistake during the purchasing process.
• Measurement Variations: Size differences within the 3-5 cm manual measurement error margin.
• Partial Stock Issues: Individual goods are out of stock and requesting a refund for other goods in the same order.
• Shipping Delays: Delivery time is delayed due to third-party shipping problems or customs.
• Human Error: Damage caused by improper use, disassembly, or demolition by the consumer.
• Subjective Expectations: Dissatisfaction with the Quality, Color, or Packaging that differs from personal expectations.
• Force Majeure: Delays caused by circumstances beyond our control, including but not limited to war, natural disasters, or other acts of God, shall not be grounds for compensation or claims.

5. Final Decision
Novahug reserves the right to make the final decision on all return and refund requests to maintain a fair trading environment.

Contact Us: sales@eshine.group