Return / Replacement / Refund Policy

Return / Replacement / Refund Policy – Novelia

Only if the books are damaged will our Return/Replacement/Refund policy be applicable. It is valid for three (3) days from the date of delivery. We are unable to offer you a refund or exchange after 3 days have passed since delivery.

The customer is required to record a brief video of the order being unpacked. The unpacking video is mandatory if the customer wants to claim a return, replacement, or refund.

Customers without the unpacking video will not be eligible for any refund from us.

Damages Covered Under Return/Refund/Replacement Policy:

  • Severe spine damage due to which pages are coming apart
  • In-transit damage (corner bends, minor dents, or cover scratches are not covered)
  • More than 2 pages misprinted
  • More than 2 pages torn
  • More than 2 pages missing
  • Smudges making pages unreadable (more than 2 pages must be affected)

Note:
Box sets like Harry Potter / Lord of the Rings include outer boxes which are delicate and may get damaged in transit. Our policy does not cover damage to the outer box. If the books inside are damaged, it will be covered under our policy.
No Return/Replacement for Mystery Boxes.

Missing Book / Wrong Book Delivered

A reshipment or refund will be granted in cases of:

  • Missing Book
  • Wrong Book Delivered

This also requires a proper unpacking video.

Return / Replacement Process Time:

7–14 working days.

Refund Policy:

  • For prepaid orders, refunds will be made to the original payment method.
  • For COD orders, refunds will be made via UPI/Bank Transfer in the customer’s name.
  • For COD refunds, we may request your UPI ID via SMS/email/call to process the refund.
  • Our courier partner will pick up the returned book from your doorstep. We will bear the return shipping cost.

Special Cases:

  • If a package is returned to us by the courier or not delivered due to courier reasons, customers will receive a full refund.
  • If the customer refuses to accept the order and it is returned to us, shipping charges will be deducted from the refund.
  • If the customer provides an incorrect contact number or wrong PIN code and the parcel is returned, shipping charges will be deducted.

Customers are requested to email us at:
Novelia.in@gmail.com
to claim returns/refunds/replacements.
(You may update this email to your Novelia support email if needed.)

Order Cancellation Policy

Cancellation by Customer:

  • If the cancellation request is received before the order is processed, we will cancel the order and refund the full amount.
  • Orders cannot be cancelled once shipped. In such cases, a replacement request can be initiated after delivery.

Refunds for prepaid orders will be made to the original payment method.
For COD orders, refunds will be processed as store credit.

Cancellations by Novelia:

In some cases, Novelia may cancel orders and issue a full refund due to:

  • Stock issues with the latest edition
  • Product found damaged before dispatch
  • Delivery issues at customer location (e.g., lockdowns, strikes)

Wrongly Marked “Delivered” Shipments:

Sometimes courier partners mark shipments as “Delivered” even though customers have not received them. In such cases, customers must inform us immediately — preferably on the same day the shipment is marked delivered — so we can raise a dispute with the courier.

Note:
We can raise a POD (Proof of Delivery / Receiver Signature) dispute only within 3 days of delivery status update. After that, we may not be able to obtain POD from the courier.

Late or Missing Refunds:

If you haven’t received your refund:

  • Check your bank statement again.
  • Check your email for refund confirmation from Razorpay.
  • If still not received, contact us immediately.

Novelia reserves the right to decide the compensation method. Refunds will be processed immediately if the issue is found to be genuine.