Return and Refund Policy
Effective Date: November 8, 2026
COMPANY NAME: Fuzhou Xinyuncheng Information Technology Co., Ltd.
COMPANY ADDRESS: Unit 1007, Building 9, Zone 2, Dingsen Central Park, No. 1 Guotai Road, Fengcheng Town, Lianjiang County, Fujian Province, China
Postal Code: 350500
Email: service@novapik.store
Contact Phone Number: +1(276)252-1779
Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time
Novapik is owned and operated by Fuzhou Xinyuncheng Information Technology Co., Ltd.
At Novapik, we want you to feel confident when choosing camera accessories and equipment for your photography, video production, and creative projects. This Return and Refund Policy explains our voluntary return process, product-issue procedures, return-shipping responsibilities, refund procedures, and other conditions applicable to purchases made through our online store.
Whether you have purchased a camera cage, monitor accessory, tripod, quick-release plate, battery adapter, charger, or another camera accessory, we aim to provide a clear and consistent process when you need assistance with a return or refund.
Nothing in this policy is intended to exclude, restrict, or waive any mandatory consumer right or remedy that cannot lawfully be excluded or limited.
1. 30-Day Return Period
Novapik offers a 30-day voluntary return period for eligible products.
You may submit a return request within 30 days after the date your order is delivered.
To begin a return, please contact our customer support team before sending any product back.
Email: service@novapik.store
Please include the following information:
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Your order number
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The product name
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The reason for your return request
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Any additional information reasonably needed to review your request
Return requests submitted after the 30-day voluntary return period may not qualify under our standard voluntary return program.
This period does not replace or shorten any mandatory consumer right or remedy available under applicable law.
2. Voluntary Return Eligibility
For a voluntary return based on a change of mind, personal preference, ordering the wrong product, selecting an unsuitable accessory, or another non-quality-related reason, the product should generally meet the following conditions:
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The return request is submitted within the applicable 30-day period.
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The product is unused and unmodified.
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The product has not been damaged after delivery.
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The product remains in substantially the same condition as when received.
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All included parts, cables, adapters, mounting components, and accessories are present.
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The original packaging is retained where reasonably possible.
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A valid order number or other proof of purchase is available.
For Novapik products, this may include camera cages, NATO top handles, ergonomic side handles, field monitors, monitor mounts, monitor sun hoods, travel tripods, fluid video heads, quick-release plates, battery adapter plates, battery chargers, and dummy battery DC coupler kits.
For example:
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A camera cage should be returned with its supplied screws, mounting components, and included accessories.
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A NATO handle should include its original mounting and locking components.
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A field monitor should include its supplied cables, mounting accessories, and other included components.
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A tripod or fluid video head should be returned with its supplied plates, handles, locks, and accessories.
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A battery charger or DC coupler kit should include its supplied cables, connectors, and other included components.
These conditions apply to voluntary returns. They do not remove remedies available for products that arrive damaged, defective, incorrect, incomplete, or otherwise qualify for protection under applicable law.
3. Return Authorization
Please contact Novapik and obtain return instructions before sending any item back.
To help us review your request, please provide:
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Your full name
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Your order number
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The product name
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The reason for the return
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Photographs or video when the product is damaged, defective, incorrect, or incomplete
If your return is approved, our customer support team will provide the applicable return instructions and the authorized return address.
Do not automatically send a returned product to the company address listed at the beginning of this policy. The authorized return address may differ from our registered company address.
Once your return request is approved, please dispatch the authorized return within 3 days, following the instructions provided by our customer support team.
Returns sent without prior authorization or to an incorrect address may experience processing delays. Any handling of such returns remains subject to applicable law.
4. Damaged, Defective, Incorrect, or Missing Items
Please inspect your Novapik order promptly after delivery.
If your order arrives damaged, defective, incorrect, or missing a product or included component, please contact us within 7 days after delivery so we can review the issue promptly.
Email: service@novapik.store
Where reasonably possible, please provide:
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Your order number
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The product name
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A clear description of the issue
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Clear photographs or video showing the affected product
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Photographs of the shipping package, where relevant
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A photograph of the shipping label, where relevant
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Details of any incorrect or missing item or component
For camera accessories, useful photographs or videos may show:
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Damaged camera cage frames, mounting holes, or locking mechanisms
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Loose or defective NATO mounting connections
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Damaged monitor screens, display abnormalities, or faulty buttons
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Defective monitor mounting joints or adjustment mechanisms
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Damaged tripod legs, fluid head components, or quick-release plates
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Missing screws, mounting plates, cables, or supplied accessories
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Defective battery contacts or damaged charger slots
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Damaged DC connectors, exposed wiring, or faulty power cables
For electrical and power-related products, please discontinue use if you notice unusual heating, damaged cables, exposed conductors, burning smells, or other potentially unsafe conditions. Do not attempt to modify or repair the product before contacting our customer support team.
Please retain the product and relevant packaging until our team has completed its initial review or confirmed that disposal is appropriate.
Depending on the circumstances, an appropriate resolution may include:
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A replacement product
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A replacement component
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Reshipment of a missing item
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An exchange, where available
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A partial refund
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A full refund
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Another remedy required by applicable law
Where an issue is attributable to Novapik or the product as supplied, we will provide appropriate instructions and cover applicable reasonable return-shipping or handling costs, as required by the circumstances and applicable law.
The 7-day reporting period helps us investigate delivery-related or immediately apparent issues efficiently. It does not eliminate any mandatory statutory right or remedy that may remain available after that period.
5. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Seller-Responsibility Returns
If a product arrives damaged, defective, incorrect, or otherwise affected by an issue attributable to Novapik, we will provide the appropriate return instructions and cover reasonable return-shipping costs where applicable.
The available resolution will depend on the nature of the issue, the product, and applicable law.
Voluntary and Non-Quality Returns
If a return is requested because of:
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A change of mind
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Personal preference
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Ordering the wrong camera accessory
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Selecting an incompatible mounting accessory
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Choosing an unsuitable product
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Another non-quality-related reason
The customer is responsible for the return-shipping cost.
Please contact us before arranging a return so that you can receive the correct instructions.
Original Shipping Charges
For a voluntary non-quality return, the original US$2.99 standard shipping charge, where paid, is generally non-refundable.
Where a return results from a damaged, defective, incorrect, incomplete, or other seller-responsibility issue, the original shipping charge will be handled as appropriate under the circumstances and applicable law.
Nothing in this section limits a refund or other remedy that must be provided by law.
6. Return Packaging and Tracking
Please package returned camera accessories securely to reduce the risk of damage during transportation.
Where applicable, please ensure that:
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Camera cages, handles, and metal mounting components are protected against scratches and impact.
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Tripods, fluid video heads, and mounting plates are packed securely to prevent movement during transit.
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Monitors and other screen-related products are protected with appropriate cushioning.
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Small mounting screws, quick-release components, and accessories are contained so they are not lost during transit.
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Battery chargers, adapters, and power cables are packed separately where appropriate to prevent damage to connectors.
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All required components and accessories are included.
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The package is addressed to the authorized return destination supplied by our customer support team.
For battery-related products, please follow applicable carrier requirements for battery transportation and packaging. Do not include loose batteries unless specifically authorized and permitted by the relevant carrier.
If you arrange and pay for the return shipment yourself, we recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return has been completed.
For returns arranged directly by Novapik, follow the specific shipping instructions provided by our team.
7. Products That May Not Qualify for Voluntary Return
Unless a product arrived damaged, defective, incorrect, or is otherwise returnable under applicable law, the following may not qualify for a voluntary return:
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Products materially used or worn beyond what is reasonably necessary for inspection
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Products modified or altered after delivery
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Products damaged through improper use, installation, cleaning, storage, or maintenance
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Products returned with essential components, mounting hardware, cables, or accessories missing
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Products returned in a materially different condition from that in which they were received
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Products subject to a lawful return restriction clearly disclosed before purchase
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Products specifically marked as final sale, where permitted by law
For camera cages, mounting handles, and quick-release plates, missing screws, unauthorized drilling, altered mounting interfaces, or damage caused after delivery may affect eligibility for a voluntary return.
For monitors and monitor accessories, physical damage, unauthorized disassembly, missing cables, or damage caused by improper handling after delivery may affect eligibility.
For tripods and fluid video heads, damaged locking mechanisms, altered components, missing quick-release plates, or avoidable damage after delivery may affect eligibility.
For battery chargers, battery adapter plates, and dummy battery coupler kits, cut cables, modified connectors, missing power accessories, or damage caused by improper electrical use may affect eligibility.
Original packaging is preferred where reasonably possible. However, the absence of packaging alone will not automatically eliminate a legal remedy where applicable law provides otherwise.
These exclusions do not apply where they would unlawfully restrict a consumer's rights regarding defective, damaged, incorrect, or non-conforming products.
8. Exchanges and Replacements
If you would like a different product or camera accessory, one option may be to return the eligible original product and place a new order.
Direct exchanges are subject to:
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Product availability
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Inventory levels
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Return eligibility
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Compatibility requirements
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The circumstances of the request
If you receive a damaged, defective, incorrect, or incomplete product, please contact us within 7 days after delivery so we can review the issue and determine an appropriate resolution.
A replacement product, replacement component, or exchange remains subject to availability where relevant. Any mandatory remedy under applicable law remains unaffected.
For compatibility-related concerns, please provide your camera model, accessory model, mounting configuration, or relevant product specifications so we can better understand the issue.
9. Return Inspection
Once an authorized return reaches the designated return location, the returned product may be inspected to confirm:
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That it matches the purchased product
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That the included parts and accessories are present
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The product's physical and functional condition
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Whether the product has been materially used or modified
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Whether damage occurred after delivery
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Whether mounting components, connectors, or cables have been altered
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Whether the return meets the applicable voluntary return requirements
We will notify you of the result after the inspection.
For voluntary returns, if the product has been materially used, modified, damaged after delivery, or returned with missing components in a way that reduces its value, the return may be declined or an appropriate deduction may be considered where permitted by applicable law.
No deduction should be applied to loss of value caused by an original defect, transportation damage, an incorrect product, seller error, or another issue for which Novapik is responsible.
10. Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
Approved refunds are generally submitted within 5–10 business days after the authorized returned product has been received and inspected.
After we submit a refund, your bank, credit-card issuer, payment provider, or other financial institution may require additional time before the funds appear in your account.
The date on which the funds become available may therefore differ from the date on which the refund is submitted.
Any currency-conversion differences, foreign transaction charges, banking fees, or payment-provider fees imposed by third parties may be outside our control, subject to applicable law.
If you have not received your refund more than 15 business days after we confirmed that it was approved, please:
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Check your original payment account.
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Contact your bank or card issuer to ask whether the refund is pending.
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If the funds are still missing, contact us at service@novapik.store with your order number and refund details.
We will review the available information and assist with the inquiry.
11. Partial Refunds
Where permitted by applicable law, a partial refund or other appropriate adjustment may be considered for a voluntary return if handling after delivery has materially reduced the product's value.
Circumstances may include:
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Use beyond what is reasonably necessary to inspect the product
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Damage occurring after delivery
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Missing mounting hardware, cables, or accessories
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Unauthorized alterations
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Improper cleaning, storage, or maintenance
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Returning a product in a materially different condition from that originally delivered
Any decision will depend on the circumstances, the condition of the product, and applicable law.
This provision does not apply to loss of value caused by an original defect, shipping damage, an incorrect product, missing components attributable to the original order, or another issue for which Novapik is responsible.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Email: service@novapik.store
Cancellation requests should be submitted within 48 hours after placing the order. Submitting a request within this period does not guarantee cancellation.
Orders may enter processing, packing, fulfillment, or shipment before a request can be reviewed. Once these stages have begun, we may be unable to cancel or modify the order.
If an order is successfully cancelled before shipment after payment has been collected, the applicable refund will generally be issued to the original payment method.
Once an order has shipped, it will generally need to be handled under the return procedures in this policy, subject to applicable law.
Nothing in this section limits any mandatory cancellation or withdrawal rights available under applicable law.
13. Refused, Unclaimed, or Undeliverable Packages
Customers are responsible for providing accurate and complete shipping information and for receiving or collecting their orders where required.
A package may be returned to the sender because of circumstances such as:
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Refusal of delivery
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Failure to collect a package
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An incorrect or incomplete delivery address
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Repeated unsuccessful delivery attempts
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Failure to complete required customs procedures
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Other delivery circumstances attributable to the recipient
If your package is returned or cannot be delivered, please contact us so we can review the circumstances.
For customer-caused delivery failures, an approved refund may exclude non-refundable shipping costs or additional carrier charges where permitted by applicable law.
If the delivery failure resulted from an error for which Novapik is responsible, we will review the situation and provide an appropriate resolution.
14. Lost Packages
If your tracking information stops updating for an unusual period, or you reasonably believe that your shipment has been lost, please contact our customer support team.
Email: service@novapik.store
Please provide your order number and tracking information, where available.
We may review the available shipping records, tracking updates, delivery scans, shipping address information, and carrier investigation results.
If a shipment is confirmed lost before delivery, an appropriate resolution may include a replacement or refund, depending on the circumstances and applicable law.
A package marked as delivered may require additional investigation before a replacement or refund can be determined.
15. Bundles, Promotional Items, and Gifts
If an order includes a promotional item, bundled product, gift, or another benefit linked to a purchase, the related item may also need to be returned as part of an eligible voluntary full-order return.
Where permitted by applicable law, failure to return a required promotional item may affect the amount of an otherwise eligible voluntary refund if the promotional terms clearly provide for that result.
This provision does not reduce remedies available for products that arrived damaged, defective, incorrect, or incomplete.
Any applicable promotion-specific conditions will be subject to the terms disclosed when the offer was made and mandatory consumer rights.
16. Return Fraud and Abuse
We may review a return or refund request more closely where there is reasonable evidence of:
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Returning a different product from the one purchased
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Falsified return documentation
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Misleading photographs or other evidence
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Intentional product damage
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Fraudulent payment activity
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Repeated misuse of the return process
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Unauthorized product substitutions or component exchanges
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Other fraudulent conduct
Any decision will be based on the circumstances and remains subject to applicable consumer-protection laws and mandatory legal rights.
This section is not intended to prevent legitimate returns or valid claims concerning defective, damaged, incorrect, or incomplete products.
17. Mandatory Consumer Rights
Our 30-day voluntary return policy is an additional store policy. It does not replace or restrict mandatory rights provided by applicable law.
Depending on the law that applies to your purchase, you may have additional rights relating to:
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Defective or damaged products
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Incorrect or non-conforming goods
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Repairs or replacements
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Refunds
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Cancellation or withdrawal rights
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Other statutory remedies
If applicable law grants a right that cannot legally be waived or restricted, that right continues to apply regardless of any shorter period or different condition stated in this voluntary return program.
Where this policy conflicts with a mandatory consumer-protection requirement, the applicable legal requirement will prevail to the extent required by law.
18. Policy Updates
We may update this Return and Refund Policy when reasonably necessary to reflect changes in our products, store operations, return procedures, customer-support practices, or applicable legal requirements.
When this page is updated, we will revise the Effective Date shown at the beginning of the policy.
The policy applicable to an order will generally be the version in effect when the order was placed, unless applicable law requires otherwise.
We encourage customers to review this page periodically for the latest information.
19. Contact Us
For assistance with a return, damaged product, replacement, exchange, cancellation, or refund, please contact us before sending any product back.
Brand: Novapik
COMPANY NAME: Fuzhou Xinyuncheng Information Technology Co., Ltd.
COMPANY ADDRESS: Unit 1007, Building 9, Zone 2, Dingsen Central Park, No. 1 Guotai Road, Fengcheng Town, Lianjiang County, Fujian Province, China
Postal Code: 350500
Email: service@novapik.store
Contact Phone Number: +1(276)252-1779
Customer Support: Monday through Friday, 9:00 AM–6:00 PM Pacific Time
Novapik is owned and operated by Fuzhou Xinyuncheng Information Technology Co., Ltd.
For return or refund inquiries, please include your order number whenever possible so our team can review your request more efficiently.
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