Refund policy
1. RETURN WINDOW
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.
Submit your request within 30 calendar days after confirmed delivery. Product-quality claims are handled under the applicable warranty rules and are not limited by this 30-day window.
Orders placed on Amazon, Walmart, eBay, or through a dealer or retail store must be handled by the original seller.
2. REQUEST FIRST — SHIP ONLY AFTER APPROVAL
Wait for written approval, the correct return address and shipping instructions before sending anything back.
We do not publish a fixed return address. An unauthorized return, a return sent to an old or incorrect address, or a return that does not follow the approved instructions may have actual costs deducted — including return transportation, redelivery or forwarding, address correction, storage, customs duties or other applicable taxes, and carrier handling fees.
To submit a request, use our Return Request form and provide the order number, requested resolution and any photos, videos or other supporting files needed for review. Start a request before sending anything back.
3. WHAT CAN BE RETURNED
To qualify for a non-quality return, the product must be complete and undamaged. Please return the product, accessories, documents, packaging and any required gifts.
Opening the package alone does not disqualify a return. An opened, test-fitted or briefly tested product may still qualify if it is undamaged and complete. Keeping the original packaging in good condition helps the warehouse complete inspection more quickly.
Longer normal use does not automatically qualify as a non-quality return. If a product was used and then stopped working, review the product-quality rules instead of assuming it is an ordinary 30-day return.
Exchanges are not accepted on products that have been altered from their original state.
4. RETURN SHIPPING COSTS
Non-quality returns (change of mind, wrong model ordered, no longer needed): 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.
Quality issues, wrong item, missing parts or transit damage: approved returns are free — NOVSIGHT covers the return shipping cost. Photos or videos must be provided to prove the issue. Without supporting evidence, NOVSIGHT cannot cover the return shipping fee and it will be borne by the buyer.
If you arrange the carrier yourself, 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. If NOVSIGHT provides the return label, NOVSIGHT handles the carrier claim.
5. WHERE THE RETURN GOES
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.
6. INSPECTION AND REFUND TIMELINE
- Initial response to a Return Request: within 48 hours
- Approved return handed to the carrier: within 7 calendar days
- Warehouse inspection after receipt: within 7 calendar days
- Refund initiated after inspection passes: that day
- Refund received in your account: depends on your bank or payment provider
If more than 7 calendar days pass before you hand the parcel to the carrier, contact NOVSIGHT again — the approval and the address instructions may have expired. Do not use the old address or label.
7. REFUND AMOUNT
After an approved return is received and passes inspection, the refund is calculated from the returned item's actual paid amount — not its original list price or the entire order value.
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.
Original delivery shipping for a non-quality return is not refunded. Activated shipping-protection fees and original import duties are not refunded.
Refunds are normally returned to the original payment method. Gift-card or store-credit portions return to the original balance and are 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.
If your original card or account is closed, invalid or rejects the refund, first contact your bank or payment provider. If that does not resolve it, email us and we will arrange an alternative refund method where possible.
8. EXCHANGES AND PARTIAL RETURNS
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.
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.
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.
9. CANCELLATIONS
A cancellation is treated as unshipped only when NOVSIGHT receives your cancellation request before the carrier's actual acceptance record. Creating a shipping label does not mean the order has shipped — the key cutoff is the carrier's actual acceptance.
If the carrier has already accepted the parcel, the order can no longer be directly canceled. In the United States, you may refuse the parcel, or receive it and request a return. Outside the United States, please receive the parcel and submit a return request.
A parcel returned because of an incorrect or incomplete address, failure to collect it, refusal to pay customer-responsible taxes, or repeated failed delivery attempts is not treated as a quality issue. A refund may deduct actual original delivery, return transportation, address-correction, storage, customs or carrier-handling costs.
10. FINAL SALE ITEMS
Products clearly marked Final Sale or non-returnable before checkout 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.
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.
11. OVERSIZED PRODUCTS
Rooftop tents, side awnings and other oversized products follow additional installation, use and two-way shipping-cost rules.
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 you confirm the return.
Quality issues and local repair: the standard resolution may be replacement parts or a pre-approved local-repair reimbursement. If NOVSIGHT requires an approved return for a confirmed quality issue, NOVSIGHT covers the approved oversized return cost. Any repair cost that NOVSIGHT is expected to pay must be approved in writing before the repair — submit an estimate first, and NOVSIGHT will confirm a maximum reimbursement. After repair, provide the official invoice and proof of payment, plus post-repair photos or videos if requested.
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.
12. PRODUCT AND DELIVERY ISSUES
If the parcel arrived with the wrong item, missing contents or transit damage, contact NOVSIGHT within 7 calendar days after confirmed delivery and provide the order information and requested supporting files.
Not an inherent product-quality issue: ordering the wrong model or specification, incompatibility, incorrect installation, collision, modification, improper use or other customer-caused damage.
For 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. If NOVSIGHT requires an approved return for a confirmed product-quality issue, NOVSIGHT covers the approved return cost. See the Warranty Policy for full details.
13. WRITTEN APPROVALS AND LEGAL RIGHTS
Return approvals, return addresses, fee agreements, deadline exceptions and other special arrangements must be confirmed through NOVSIGHT's official support email, which serves as the official record. Keep that record until the case is complete.
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 also apply where relevant.
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 legal requirement prevails.
14. QUESTIONS
Email service@novsight.com and we'll get back to you within one business day. You can also use our Return Request form for a cancellation, return, refund or exchange inquiry, or our Warranty Request form for troubleshooting, repair or replacement.
Prefer to call? 1-888-862-9850, Monday–Friday, 9:00 AM – 5:00 PM Pacific Time.