Refund Policy
15-Day Money-Back Guarantee
We want you to love your Novixa. If you're not happy with your purchase, contact us within 15 days of delivery and we'll refund you as set out below.
How to request a refund
- Email us at contact@hellonovixa.com with your order number and the reason for your request.
- We'll reply within 1–2 business days with the return address and instructions.
- Once we receive the item, we'll refund the full product price to your original payment method within 5–10 business days.
Conditions
- Requests must be made within 15 days of the delivery date.
- Items should be returned complete (burner, lid and stand). Please make sure the burner is completely empty of fuel, clean and cool before packing — we cannot accept items containing fuel.
- Return postage is paid by the customer, unless the item arrived faulty, damaged or incorrect.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or incorrect, email us a photo within 15 days of delivery and we'll send a free replacement or a full refund.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits those rights.