Shipping Policy

At NovaLumix, we aim to provide a seamless shipping experience for our customers. Please review our shipping policy outlined below:

• Complimentary Shipping: We offer complimentary shipping on most items within the continental United States via UPS.
• Signature Requirement: For security purposes, most orders will require a customer's signature upon delivery.
• Expedited Shipping: Expedited shipping options are available for an additional shipping fee. If you require expedited shipping, please contact us BEFORE placing your order.
• Shipping to Non-Contiguous US Territories and Internationally: Shipping to Alaska, Hawaii, Puerto Rico, other US territories, and international destinations is available for an additional shipping fee. The shipping cost will be calculated based on your order, and any extra shipping charges will be communicated to you after the order is placed.
• PO Boxes and APOs: Please note that we cannot ship to PO boxes or to APO addresses.

Warranties and Product Coverage

NovaLumix is committed to ensuring the quality and reliability of our products. Please review our warranty policy below:

• Manufacturer Warranty: All new items purchased from NovaLumix come with a full one-year manufacturer warranty. Please contact us directly for the terms and conditions of product warranties if the product is not a NovaLumix brand.

 

Return Policy

Return Process

At NovaLumix, we understand that sometimes items may need to be returned. We strive to ensure your satisfaction with our products, and our return policy is designed to facilitate a smooth and hassle-free experience for you.

Eligibility for Return

Most items purchased from NovaLumix can be returned for a refund or replacement within 30 days of delivery, provided they are in the same condition as when they were shipped. This includes all original packaging, accessories, and documentation. If it has been more than 30 days since delivery, we are unable to process the return. However, please note that most items come with a comprehensive manufacturer's warranty that covers any product defects.

Return Due to Shipping Damage

In the unfortunate event of shipping damage, it is essential to notify NovaLumix within 24 hours of delivery to be eligible for a return or replacement. We may request photos of the damaged items before granting the Return Merchandise Authorization (RMA).

Restocking Fee

Items returned in a condition different from their original delivery state may incur a 15% restocking fee. Additionally, items returned for discretionary reasons, such as buyer's remorse or incorrect purchases, may also be subject to a restocking fee of up to 15%. NovaLumix retains the right to deduct the shipping costs from the refund. Please note that items lacking their original packaging cannot be accepted for return.

Transaction Fee

If you cancel an order or request a refund through a credit card transaction, a transaction fee will apply. Please note that this fee was initially part of the transaction, but the refunded amount will not include this fee. We appreciate your understanding in this matter.

Items Not Eligible for Return

• Software
• Items returned in a different condition than they were delivered (missing contents, accessories, documentation, and/or damaged packaging)
• Items that are considered for “personal use” (headphones, in-ear monitors, instrument mouthpieces, harmonicas, etc.)
• Special Orders
• Discontinued products
• Close-out sales

We strongly recommend that you check your order upon receiving it to ensure it is in proper working order.

Contact Us

To initiate a return, please contact NovaLumix Customer Service with your order number and a description of the issue at hand for a Return Merchandise Authorization (RMA). NovaLumix will not be held responsible for returns or shipments sent without an RMA number or NovaLumix shipping label.

For further assistance or inquiries, please reach out to our dedicated customer support team.

Contact Information:

• Email: info@novalumix.com
• Customer Service Hotline: +1 (714) 696-9678

We appreciate your business and thank you for choosing NovaLumix.