novagrove Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At novagrove, your satisfaction drives everything we do. We take pride in the freshness of our grocery offerings and the quality of our kitchenware, and we want you to feel confident every time you shop with us. Should your order fall short of your expectations, our return and refund process is designed to be straightforward, transparent, 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, items must be unused, unopened, and in resalable condition, with all original tags attached and the original packaging completely intact.
• Perishable Items: For reasons of food safety, quality assurance, and health regulations, perishable goods — including fresh produce, dairy, frozen items, prepared foods, and other short-shelf-life products — cannot be sent back to us. That said, if a perishable item reaches you damaged, spoiled, past its expiration date, 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 following items cannot be returned under any circumstances:

• Final sale items (clearly labeled as "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 novagrove.

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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 (Prepaid shipping label provided by us)	None (USD 0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a USD 7.95 prepaid label fee deducted from refund)	None (USD 0)

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How to Initiate a Return

1. Submit a Request: Send an email to our customer support team at support@novagrove.homes with your Order Number, the item(s) you want to return, and the reason for the return. If the item arrived damaged or spoiled, please include clear photos of the issue 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 instructions for shipping the item back.
3. Pack Securely: Wrap the item(s) carefully 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: Hand the package to a carrier using a trackable shipping method, addressed to the return address included in your RMA email.

Please note: packages that arrive without a valid, pre-approved RMA number may face significant processing delays or be refused upon receipt.

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Refund Processing & Timelines

• Inspection & Processing: After your return reaches our facility, our team 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 unless the return resulted from a novagrove error (for example, a damaged item or an item shipped incorrectly).

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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.

Kindly include clear photos of the affected items and the shipping package. We will promptly arrange a full refund or 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 a refund, or how our return process works, our support team is ready to assist you directly:

• Official Business Name: novagrove
• Customer Support Email: support@novagrove.homes
• Customer Support Phone: 17742099974
• Physical Business & Return Address: 1 ROUTE 6A, YARMOUTH PORT, MA 02675, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST