Refund policy
## Returns
We want you to enjoy every session on the water. You may request a return within **30 days after your order is delivered**.
To be eligible for a return, the product must:
- Be unused, unassembled, and in the same condition in which it was received;
- Show no signs of water exposure, impact, modification, misuse, or improper charging;
- Include all original parts, accessories, manuals, protective materials, and packaging; and
- Be accompanied by your order number or other proof of purchase.
For safety and quality-control reasons, a watercraft that has been operated in water is not eligible for a change-of-mind return. This does not limit any rights you may have if the product is defective, damaged, or not as described.
To start a return, contact **[verchpouncey@gmail.com]** before sending any item. If your return is accepted, we will provide return instructions and the correct return address. Items sent back without prior authorization may not be accepted.
## Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. Contact us within **7 days of delivery** if an item is damaged in transit, defective, or incorrect. Include your order number and clear photos or video showing the product, packaging, shipping label, and issue.
After assessment, we may offer troubleshooting, a replacement part, a replacement product, store credit, or a refund, as appropriate. We will cover reasonable return-shipping costs when we confirm that an item is defective, damaged in transit, or incorrectly supplied.
Damage caused by collision, water intrusion resulting from improper sealing, use in salt water without proper maintenance, unauthorized modification, incorrect charging, normal wear, or failure to follow the product instructions is not considered a manufacturing defect.
## Non-Returnable Items
The following items cannot be returned for change of mind:
- Products used or tested in water;
- Products showing impact, water, heat, or modification damage;
- Opened batteries, chargers, electronic components, or spare parts, unless defective;
- Gift cards;
- Clearance or final-sale items clearly marked as final sale; and
- Items returned without required components or original packaging.
## Return Shipping
Customers are responsible for return-shipping costs for change-of-mind returns. Original shipping charges, expedited shipping fees, customs charges, duties, and taxes are non-refundable unless required by law or the return results from our error.
Use a tracked and adequately insured shipping service. NOVA VELORA is not responsible for a return parcel lost or damaged before it reaches the designated return facility.
**Return address:** [FULL RETURN ADDRESS — DO NOT USE A SUPPLIER ADDRESS WITHOUT PERMISSION]
## Refunds
We will inspect your return and notify you whether the refund is approved. Approved refunds are issued to the original payment method within **10 business days** after inspection. Your bank or card provider may require additional time to post the refund.
If more than 15 business days have passed since we approved your refund, contact **[verchpouncey@gmail.com]**.
## Exchanges
The fastest way to obtain another finish or model is to return the eligible item and place a new order after your return is approved. Defective-item replacements are handled directly by our support team.
## Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellation after fulfillment has begun. Once shipped, the order is subject to this Return and Refund Policy.
Nothing in this policy excludes or limits consumer rights that cannot legally be excluded in the customer’s jurisdiction.
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