Within 30 calendar days.
Submit the request within 30 calendar days after confirmed delivery.
Returns & Exchanges
Review the return conditions, costs and required steps before sending anything back. Always wait for written approval, the correct return address and shipping instructions.
30-Day Hassle-Free Returns
Our 30-Day Hassle-Free Returns promise means you may request a return for an eligible product purchased directly from novsight.com—even when there is no product defect—within 30 calendar days after confirmed delivery. The return must be approved before shipment, and the product must meet the conditions below. For non-quality returns, the customer is responsible for return shipping. Final Sale and certain oversized products follow separate rules.
Start here
Which situation best matches yours?
Choose a common situation to see the relevant eligibility, cost expectations and next step before opening a request.
Shipping or delivery problemWrong or missing item, missing parts, arrival damage, failed delivery or an address issue. Some reports must be made within 7 days.
Product is unopenedA non-quality return is usually possible within 30 days if the order is complete and undamaged. Customer-paid return shipping normally applies.
Opened, but not installed or usedOpening the package alone does not disqualify the return. Keep every product, accessory, document, package and required gift.
Installed, tested or usedOnly a brief, damage-free test may still qualify as a non-quality return. Longer use, quality issues and oversized products follow different rules.
Product does not work normallyThis may be a quality or warranty case rather than an ordinary 30-day return. The available solution depends on review and region.
Final Sale or oversized productFinal Sale items and rooftop tents, side awnings or other oversized items have separate eligibility, warranty and shipping-cost rules.
Cancel an order or resolve failed deliveryThe key cutoff is the carrier’s actual acceptance—not label creation. Address errors, refusal and failed delivery may create customer-paid costs.
01 · Eligibility
What can be returned?
The 30-day return window applies to non-quality returns for orders placed directly on novsight.com. Product-quality claims follow the applicable warranty rules and are not limited by this 30-day window unless a special rule is stated below.
Complete and undamaged.
Return the product, accessories, documents, packaging and any required gifts.
Opening alone does not disqualify a return.
An opened, test-fitted or briefly tested product may still qualify if it is undamaged and complete.
novsight.com orders only.
Amazon, Walmart, eBay, dealer and retail orders must be handled by the original seller.
Unopened and unused
A complete, undamaged product normally qualifies for a non-quality return when the request is submitted within 30 calendar days after confirmed delivery. The customer normally pays the return shipping.
Opened, but not installed or used
Opening the package alone does not make the item ineligible. Return the complete product, accessories, documents, packaging and any required promotional gifts. Keeping the original packaging in good condition helps the warehouse complete inspection more quickly.
Installed, tested or used
A damage-free product that was only test-fitted or briefly tested may still qualify. Longer normal use does not automatically qualify as a non-quality return. Actual inspection and repacking costs may apply, while damage, missing contents and required missing gifts are assessed separately. If the product was used and then stopped working, review the product-quality rules instead of assuming it is an ordinary 30-day return.
Inspection and repacking costs
There is no automatic fixed restocking fee. If a returned product was test-fitted, tested or needs additional repacking, the actual inspection and repacking cost may be deducted and will normally not exceed 10% of that returned product’s actual paid amount. Separate deductions for damage, missing parts, missing packaging or missing gifts are not subject to that 10% limit.
Sale items, Final Sale items and oversized products
Regular sale or discounted products remain eligible under the ordinary rules unless the product was clearly marked Final Sale or non-returnable before checkout. Final Sale products are not eligible for non-quality returns or ordinary exchanges. If a Final Sale product cannot function normally because of an inherent product issue, contact NOVSIGHT within 30 calendar days after confirmed delivery. After review, NOVSIGHT may provide a replacement or refund without requiring the original item to be returned. Final Sale products do not carry product warranty coverage after that 30-day period.
Rooftop tents, side awnings and other oversized products follow additional installation, use and two-way shipping-cost rules. Review the oversized-product section before requesting a return.
Final Sale costs: NOVSIGHT covers an approved replacement product and replacement shipping. Any import duties on the Final Sale replacement are the customer’s responsibility. An approved refund includes the product’s actual paid amount and the delivery shipping actually paid for that product. Activated shipping-protection fees and original import duties are not refunded.
02 · Request process
Request first. Ship only after approval.
Submit the Return Request.
Provide the order number, requested resolution and any photos, videos or other supporting files needed for review.
Wait for NOVSIGHT’s written instructions.
We will confirm eligibility, the correct return address, shipping responsibility, any approved costs and the next steps.
Give the approved parcel to the carrier within 7 calendar days.
Keep the tracking number and shipment receipt until the case is completed. If more than 7 calendar days pass, contact NOVSIGHT again; the approval, address instructions and unused label expire.
Wait for receipt and inspection.
Inspection is completed within 7 calendar days after the warehouse receives the identifiable return. If inspection is passed, NOVSIGHT initiates the approved refund or exchange that day.
Initial response to a Return RequestWithin 48 hours
Approved return handed to the carrierWithin 7 calendar days
Warehouse inspection after receiptWithin 7 calendar days
Refund initiated after inspection passesThat day
Refund received in the accountDepends on the bank or payment provider
If the 7-day shipping deadline is missed: Contact NOVSIGHT and wait for a new review. Do not use the old address or label. For a customer-caused delay, actual label, carrier reservation, cancellation or handling costs already incurred may be deducted. A non-quality return requested again after the 30-day return window may be declined unless NOVSIGHT approves a written exception.
03 · Return shipping and address
Where the return goes and who pays.
Approved return destinations
- Approved returns from the United States, Canada and Australia may be sent to the designated receiving address in the corresponding country.
- Approved returns from other countries are returned to the country from which that order was originally shipped.
- The exact address is provided after approval. Do not use a public, historical or previously issued return address.
Non-quality returns
The customer is responsible for return shipping. If you arrange your own carrier, you pay the carrier directly and NOVSIGHT does not charge a second return-shipping fee. If NOVSIGHT creates a prepaid label at your request, the label’s actual cost is deducted from the refund or exchange settlement.
Loss or damage while returning an item
If you arrange the carrier, you are the shipper and must handle loss, damage or delay directly with that carrier. Use a trackable service, consider insurance and keep the shipment receipt. Insurance is recommended but not required. If NOVSIGHT provides the return label, NOVSIGHT handles the carrier claim, and you must provide the shipment receipt or first carrier-acceptance record when requested.
Unauthorized or incorrectly addressed returns
NOVSIGHT does not initiate a refund until the item is actually received, identified and inspected. Actual costs caused directly by an unauthorized return, an incorrect address or failure to follow the instructions may be deducted, including return transportation, redelivery or forwarding, address correction, storage, customs duties or other applicable taxes, and carrier handling fees.
04 · Cancellations and failed delivery
What happens before and after carrier acceptance.
Cancellation before the carrier receives the parcel
A cancellation is treated as unshipped only when NOVSIGHT receives the cancellation request before the carrier’s actual acceptance record. Creating a shipping label alone does not mean the parcel has been accepted. If the cancellation succeeds before carrier acceptance, the product amount, paid delivery shipping and shipping-protection fee are refunded.
After the carrier receives the parcel
The order can no longer be directly canceled. In the United States, the customer may refuse the parcel or receive it and request a return. Outside the United States, refusal is generally not recommended; receive the parcel and contact NOVSIGHT. Customer-caused non-quality return shipping remains the customer’s responsibility unless NOVSIGHT agrees otherwise in writing. Activated shipping-protection fees are non-refundable.
Incorrect address, unclaimed parcel or failed delivery
A parcel returned because of an incorrect or incomplete customer address, failure to collect it, refusal to pay customer-responsible taxes, or repeated failed delivery is not an unshipped cancellation or a product-quality issue. After NOVSIGHT receives and inspects the item, NOVSIGHT may approve reshipment or refund. Reshipping costs and applicable import duties are normally the customer’s responsibility, although the customer may contact NOVSIGHT to discuss the case.
A refund may deduct actual original delivery, return transportation, address-correction, storage, customs or carrier-handling costs. Activated shipping-protection fees are not refunded.
05 · Product and delivery issues
Quality issues, order errors and arrival damage.
If the parcel arrived with the wrong item, missing contents or transit damage, use the rules in this section. If the parcel was not delivered because of an address, collection, tax-payment or repeated-delivery issue, review failed-delivery responsibility first.
Product-quality issues
Official-site warranty service is available to the original purchaser. Submit the order number or valid original proof of purchase and the supporting information requested for review. For U.S. orders, NOVSIGHT may approve repair, replacement, exchange or refund. Outside the United States, the customer may state a preference for replacement, exchange or refund, while NOVSIGHT retains final approval. High-value products may need to be returned and inspected.
If NOVSIGHT requires an approved return for a confirmed product-quality issue, NOVSIGHT covers the approved return cost. For an approved ordinary-product replacement, NOVSIGHT covers the replacement product, shipping and applicable replacement import duties. An approved quality refund includes the product’s actual paid amount and the delivery shipping actually paid on the original order. Activated shipping-protection fees are not refunded; import duties paid when the original order entered the destination country are not refunded or reimbursed.
Not an inherent product-quality issue: ordering the wrong model or specification, incompatibility, incorrect installation, collision, modification, improper use or other customer-caused damage.
Wrong item, missing item or missing accessories
Contact NOVSIGHT within 7 calendar days after confirmed delivery and provide the order information and requested supporting files. If NOVSIGHT confirms an order-fulfillment error, NOVSIGHT covers the approved correct product or accessory, delivery shipping, applicable import duties and any required return cost. NOVSIGHT decides whether the final resolution is replacement, exchange or refund.
Damage that existed when the parcel arrived
Report the damage within 7 calendar days after confirmed delivery. Keep the product, outer packaging, shipping label, photos, videos and other supporting files. If active Seel coverage was purchased, the preferred route is to submit the claim through Seel’s confirmation email. Without Seel, contact NOVSIGHT for review. When pre-delivery transit damage is confirmed, NOVSIGHT decides whether to replace or refund and covers approved replacement shipping, applicable replacement import duties and any required return cost.
See the Worry-Free Delivery policy for coverage and claim details.
06 · Exchanges, partial returns and gifts
How exchanges and partial returns are calculated.
Non-quality exchanges
The original item must be returned and pass inspection before the replacement is sent. The customer pays the original item’s return shipping; NOVSIGHT covers approved replacement shipping and applicable replacement import duties. If the new item costs more, the customer pays the difference. If it costs less, NOVSIGHT refunds the difference. Approval and product availability are required, so an exchange cannot be guaranteed in advance.
Partial returns, bundles and promotional gifts
- An approved request may return only part of an order when the returned item meets the applicable conditions.
- The refund is based on that item’s allocated, post-discount actual paid amount—not its original list price or the entire order value.
- A bundle that was not sold as separable items must normally be returned as a complete set unless NOVSIGHT approves a written exception.
- If a partial return means the retained order no longer qualifies for a promotional gift, NOVSIGHT may require the gift to be returned.
- If a required gift is missing, not returned or damaged, its value shown when the order was placed may be deducted.
07 · Oversized products
Rooftop tents, side awnings and other oversized items.
Non-quality returns
Request the return within 30 calendar days after confirmed delivery. The oversized item must be complete, uninstalled and unused outdoors. An installed or outdoor-used oversized item is generally not eligible for a non-quality return unless NOVSIGHT approves a written exception.
The customer pays both the actual original oversized shipping cost and the actual return shipping cost, even when the order originally displayed Free Shipping. NOVSIGHT will disclose the estimated outbound and return costs before the customer confirms the return. The carrier does not have to be selected by NOVSIGHT, but the service must be trackable and suitable for safe oversized transport.
Quality issues and local repair
The standard resolution may be replacement parts or a pre-approved local-repair reimbursement. NOVSIGHT makes the final decision after review. If NOVSIGHT requires an approved return for a confirmed quality issue, NOVSIGHT covers the approved oversized return cost. Installation or normal use alone does not remove quality-claim eligibility.
Any repair cost that NOVSIGHT is expected to pay must be approved in writing before the repair. Submit an estimate first; NOVSIGHT will confirm a maximum reimbursement. After repair, provide the official invoice and proof of payment, plus post-repair photos or videos if requested. Reimbursement is limited to the lower of the eligible amount actually paid or the approved maximum.
Excluded customer-caused conditions: incorrect installation, failure to follow use or maintenance instructions, vehicle collision, modification, improper use, weather beyond the stated product limits or other customer-caused damage.
08 · Refunds and payment adjustments
What is refunded and where it goes.
Refund amount
After an approved return is received and passes inspection, the refund is calculated from the returned item’s actual paid amount. Original delivery shipping for a non-quality return is not refunded. The actual cost of a NOVSIGHT-created return label and any approved deductions for missing, damaged or incomplete contents may be deducted.
Original payment method
Refunds are normally returned to the original payment method. If the original card or account is closed, invalid or rejects the refund, first contact the bank or payment provider. If an original-method refund objectively fails, NOVSIGHT may verify the purchaser and order before arranging another method allowed by law and the payment channel. Refunds are not sent to an unrelated third-party account. Verification and payment-provider processing time are outside NOVSIGHT’s same-day refund-initiation timing.
Gift cards, points and coupons
- The gift-card or store-credit portion returns to the original balance and is not converted to cash.
- Points used for the purchase return to the original member account; points earned from the refunded purchase are removed.
- Used promotion codes and coupons are not returned or reissued.
- Cash and other paid portions return to the original payment method.
- If a promotion displayed separate terms before checkout, those displayed terms apply.
Shipping protection
Seel shipping protection is refunded only when the order is successfully canceled before the carrier actually receives the parcel. Coverage becomes active after carrier acceptance and cannot then be canceled. An activated protection fee is not refunded for a return, exchange, refund or refused delivery.
09 · Written approvals and legal rights
Keep the official record until the case is complete.
Return approvals, return addresses, fee agreements, deadline exceptions and other special arrangements must be confirmed through NOVSIGHT’s official support email, website live chat, Return Request ticket or another verifiable official customer-service record. Unconfirmed verbal discussions, ordinary social-media comments or third-party promises do not serve as return approval or a fee waiver. NOVSIGHT may verify the record and the order to which it applies.
Orders placed before the current policy took effect are generally handled under the policy shown when the order was placed. Product-specific or promotion-specific rules clearly displayed before checkout remain effective.
This policy does not exclude or limit consumer rights that cannot be waived under applicable local law. If a mandatory legal requirement conflicts with this policy, the mandatory requirement controls. Other arrangements remain subject to this policy and NOVSIGHT’s approval.
Choose the right next step
Ready to submit a request?
Use Return Request for a cancellation, return, refund or exchange inquiry. Use Warranty Request if you want troubleshooting, repair, replacement or another warranty solution.