Return & Refund Policy

Last Updated: August 20, 2026

Returns for Novicao tissue boxes, holders, and related home accents. Seller: Ningbo Jiuyue Daily Necessities Co., Ltd.（宁波玖悦日用品有限公司）.

Business days = Monday–Friday, excluding U.S. federal holidays.

How long you have

Change of mind: ask within 30 days of delivery.

Damage, defect, or wrong item: tell us within about 7 days of delivery, with photos of the product and packaging.

What we accept

Usually yes (after we approve):

  • Wrong color, pattern, or style shipped by mistake
  • Transit damage, manufacturing defect, or missing parts with photos
  • Listing that does not match what arrived
  • Unused holder in original condition for an approved change of mind

Usually no:

  • Used boxes with tissue residue, stains, odors, or surface scratches from daily use
  • Missing lids, bases, or inserts that were included in the original package
  • Returns after the window closes
  • Parcels mailed with no approval
  • Final-sale items (unless the error was ours)

Ask first, then ship

  1. Email service@novicao.com or call +1 302-309-4790 with order number and reason.
  2. Attach photos for damage or defects (corners, PU surface, opening, packaging).
  3. Wait for written OK and packing notes.
  4. Ship only to the place named in that message; keep tracking.

Unapproved parcels may be refused or returned at your cost.

Where to send the return

The approval email lists the destination. When the Newark returns address is used:

Novicao Returns
11 Polly Drummond Shpg Ctr
Newark, DE 19711
United States

Not a public retail counter. Do not send returns without approval.

Who pays the return label

Our fault: we cover reasonable return postage when applicable; product refund; outbound shipping you paid may be included; no restocking fee; replacement if stock allows.

Your preference: you pay return postage; product price refunded after inspection; original shipping non-refundable; no restocking fee.

When money comes back

After inspection, approved refunds are usually submitted within 5–10 business days to the original payment method. We email when we submit. Banks often need another 5–10 business days to show the credit.

Inspection fails

If the holder shows use, stains, or is incomplete versus what was approved, we contact you. Options may include sending it back at your expense or closing the request without a refund.

Bank disputes

Message us before a chargeback. Product and shipping issues are often fixed faster directly.

Return desk

Email: service@novicao.com
Phone: +1 302-309-4790
Typical reply: 1–2 business days

Hours: Monday – Friday, 9:00 AM – 5:00 PM ET

Seller
Ningbo Jiuyue Daily Necessities Co., Ltd.
（宁波玖悦日用品有限公司）

Factory address (China)
Taoyuan Village, Hengjie Town, Haishu District,
Ningbo, Zhejiang 315181, China

U.S. mailing & returns
11 Polly Drummond Shpg Ctr
Newark, DE 19711
United States