novosgrove Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At novosgrove, your satisfaction guides everything we do. We take pride in the freshness of our grocery offerings and the lasting quality of our kitchenware, and we want every purchase to meet your expectations. Should something fall short, our return and refund process is designed to be straightforward, honest, and fair from start to finish.

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Return Window

• Non-Perishable Grocery & Kitchenware: You may return these items within 30 days of the delivery date. To qualify, products must be unused, unopened, and resalable in their original condition, with all original tags attached and the original packaging completely intact.
• Perishable Items: For reasons of food safety, quality control, and public health regulations, perishable goods — including fresh produce, dairy, frozen items, prepared foods, and other short-shelf-life products — cannot be returned physically. If a perishable item reaches you damaged, spoiled, expired, or otherwise compromised in transit, you qualify for an immediate full refund or a free replacement; simply provide clear photo evidence within 48 hours of delivery.

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Non-Returnable Items

The items listed below cannot be returned under any circumstances:

• Final sale items (clearly labeled "Final Sale" during checkout);
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Items harmed by improper storage, mishandling, or failure to follow the product's care instructions on the customer's part;
• Return requests submitted after the 30-day window without prior written approval from novosgrove.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (We provide a prepaid shipping label)	None ($0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer's Responsibility (Or choose a $7.95 prepaid label, deducted from your refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Send an email to our customer support team at [email protected] including your Order Number, the item(s) you want to return, and your reason for returning them. If the item arrived damaged or spoiled, please attach clear photos showing the problem and its packaging.
2. Receive RMA & Instructions: Our team will review your request and, within 1 business day, provide a Return Merchandise Authorization (RMA) number together with shipping instructions.
3. Pack Securely: Place the item(s) in protective packaging. Mark your RMA number clearly on the outside of the shipping box — never write directly on the original product packaging.
4. Ship Back: Send the package using a trackable shipping service to the return address included in your RMA email.

Note: Packages sent without a valid, pre-approved RMA number may face significant processing delays or be refused when they arrive.

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Refund Processing & Timelines

• Inspection & Processing: After your return reaches our facility, we will inspect it within 1–2 business days.
• Refund Credit: Once approved, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your bank or credit card issuer may require an additional 3–10 business days before the refunded amount appears on your statement.
• Shipping Cost Refunds: Original shipping charges are not refundable, except when the return results from a novosgrove error (for example, a damaged item or the wrong item shipped).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or with spoiled perishables, please let us know right away:

• Perishable Items: Reach out within 48 hours of delivery.
• Non-Perishable Items: Reach out within 7 days of delivery.

Please include clear photos of the affected items and the shipping package. We will promptly issue a full refund or ship a free replacement at no additional cost to you.

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Contact Us & Merchant Details

If you have questions about a return, the status of your refund, or how our return process works, please contact our support team directly:

• Official Business Name: novosgrove
• Customer Support Email: [email protected]
• Customer Support Phone: 13053169782
• Physical Business & Return Address: 9330 Jamaica Dr, Miami, FL 33189, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST