Thank you for shopping with Virtual Novoads Limited. We value your trust and aim to ensure your satisfaction with every product and service we deliver. Please read our Refund and Returns Policy carefully to understand your rights and our procedures regarding returns, exchanges, and refunds.
1. General Policy
This Refund and Returns Policy applies to purchases made through our online shop as well as digital services rendered by Virtual Novoads Limited, including but not limited to branding, web development, marketing, and strategic support.
If you are not completely satisfied with your purchase, we’re here to help.
2. Physical Products (Shop Items)
2.1 Returns
You may return physical products purchased from our shop within 14 calendar days of receiving your order. To be eligible for a return, the item must meet the following conditions:
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It must be unused, in its original packaging, and in the same condition you received it.
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Proof of purchase (receipt or order confirmation) must be provided.
Please contact us before returning any item so we can provide instructions and a return authorization.
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect due to our error.
2.2 Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, contact us at [email protected] with a description and photographs of the damage.
2.3 Non-returnable Items
Certain items are not eligible for return or refund:
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Gift cards or downloadable products
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Custom or personalized products (unless defective)
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Sale items marked as “final sale”
3. Digital Services
Due to the nature of digital services, including branding, development, consulting, and marketing, we do not offer refunds once work has commenced or deliverables have been provided.
However, we are committed to working closely with clients to address concerns and achieve satisfaction. If you have an issue with the service delivered, please contact us directly so we can assess the matter and propose a solution.
Note: Refunds for digital services may be considered only in exceptional cases, and solely at our discretion.
4. Refund Process
If your return is approved, we will initiate a refund to your original method of payment. Refunds may take 5–10 business days to process depending on your bank or card issuer.
In case of delayed or missing refunds:
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Double-check your bank account
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Contact your credit card provider
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If you’ve done all of this and still have not received your refund, please contact us at [email protected]
5. Cancellations
5.1 Physical Product Orders
You may cancel your order for physical items before it has been shipped. Please email us immediately at [email protected] with your order number.
5.2 Digital Services
For digital services, cancellations must be requested before any work has commenced. Once a project has started, the full project fee (or milestone-based billing, if applicable) becomes due according to your service agreement.
6. Contact Information
If you have any questions about this Refund and Returns Policy, please contact us:
Company Name: Virtual Novoads Limited
Address: Suite C, Level 7, World Trust Tower, 50 Stanley St, Central, Hong Kong
Email: [email protected]
Phone: +371 200-61-671