Refund policy
15-Day Money-Back Guarantee
We want you to love your Novixa. If you're not happy, you can ask for a full refund within 15 days of delivery.
How to get a refund
- Email us at help.novixa@gmail.com with your order number.
- We'll reply within 1–2 business days with the return address.
- Send the item back in its original packaging, clean and with no fuel inside.
- Once we receive it, we refund you to your original payment method within 5–10 business days.
Conditions
- The item must be returned complete (burner, lid and stand).
- For safety, items must be empty and free of fuel.
- Return shipping is paid by the customer, unless the item is faulty or we sent the wrong item.
- Original shipping was free, so nothing is deducted from your refund.
Damaged, faulty or wrong item
Send us a photo within 7 days of delivery. We'll send a free replacement or a full refund — your choice. You don't need to return a damaged item unless we ask.
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. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This guarantee is in addition to those rights.
Cancellations
You can cancel your order free of charge before it ships. Email us as soon as possible.