Refund policy

Refund Policy

Last updated: April 18, 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, with its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@getnovavo.com with your order number. If your return is accepted, we'll send you instructions on how and where to send your package.

Please note: return shipping costs are the responsibility of the customer. Returns must be sent to the following address:

[RETURN ADDRESS]

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@getnovavo.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item arrives damaged or defective, we will cover the cost of return shipping and send a replacement at no cost. Please include a photo of the damage where possible.

Legacy Book access after refund

When a refund is processed, the associated Novavo Legacy Book account is closed. Any recordings, stories, or books stored in the account will no longer be accessible. If you wish to keep copies of anything stored in your Legacy Book, please do so before requesting a return.

Exceptions / non-returnable items

The following items are non-refundable:

  • Shipping Protection (optional upsell of $7.99) — non-refundable once purchased.
  • Gift cards — non-refundable.

Please contact us if you have questions about your specific situation.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period

If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As with standard returns, your item must be in the same condition that you received it, in its original packaging, with your receipt or proof of purchase. Return shipping costs are the responsibility of the customer, except where local law requires otherwise.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we've approved your return, please contact us at support@getnovavo.com.