Return Policy

1. Return & Trial Policy for Professionals

Clinical & Personal Use (60-Day Trial)

  • Eligibility: If you purchase a NovaaLab product for direct use within your clinic, or for your own personal use, you are eligible for our 60-day risk-free trial period.

  • Process: If you are not satisfied with the product's performance within 60 days of the purchase date, contact our dedicated Professional Support team via live chat, phone, or at support@novaalab.com to initiate a return.

  • Condition: To receive a 100% refund, the item must be returned in its original packaging and in the same structural condition in which it was received. Returns initiated after 60 days from the purchase date are not eligible for a refund or exchange.

Resale Items & Third-Party Transactions

  • Policy Authorization: If you purchase NovaaLab products to resell directly to your patients or clients, the return policy is strictly determined by the agreement between you (the reseller) and your customer.

  • Manufacturer Limitation: NovaaLab acts solely as the manufacturer and is not a party to any secondary resale transactions. NovaaLab will not accept standard "buyer's remorse" or trial returns directly from your retail customers.

2. B2B Shipping, Refunds, & Exchanges

  • Return Shipping: The professional partner is responsible for paying all return shipping costs. Shipping costs are non-refundable. If a refund is issued, any return shipping costs absorbed by NovaaLab will be deducted from your final credit.

  • Shipping Insurance: For all returns valued over $75, you must use a trackable shipping service or purchase shipping insurance. NovaaLab cannot guarantee or assume liability for return shipments lost in transit.

  • Defects & Damage Exchanges: We replace items immediately if they arrive defective or damaged. If you receive a damaged unit for clinic use, notify us at support@novaalab.com to arrange a swift swap.

  • Refund Processing: Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund. Approved refunds will be automatically credited to your original method of payment or corporate account within a few business days.

3. Comprehensive 2-Year Professional Warranty

All hardware purchases made through the NovaaLab Professional Program include a 2-year manufacturer warranty covering defects in materials and workmanship.

  • Full Transferability: This 2-year warranty is fully transferable to your end-customer at the point of resale, serving as a powerful value-add for your practice.

  • Warranty Timeline: To protect your profit margins, the end-customer receives a full 2-year warranty starting from the exact date they purchase the device from you, rather than the date you purchased it wholesale from NovaaLab.

  • How End-Customers File a Claim: If a device faces a manufacturer defect, the end-customer can contact NovaaLab support directly to fulfill the warranty. To activate the claim, they must provide a valid proof of purchase (receipt/invoice) explicitly showing they bought the item from an authorized NovaaLab Professional partner.