Refund policy

OVERVIEW

Novusbox Returns and Warranty Policy

We strive to provide you with the highest quality wooden bin storage boxes built to last. Should a defect occur despite our best efforts, we offer a comprehensive warranty starting from the day your product is delivered.

30-Day Return Policy (For Unused Items)

If you are not entirely satisfied with your Novusbox purchase and wish to return it, you may do so within 30 days of delivery, provided the following criteria are met:

  • The product has not been used or assembled.

  • The product is returned in its original packaging.

  • The product is in a resalable condition.

Detail Description
Return Cost The cost to return the item to our warehouse is the customer’s responsibility.
Refund Processing Refunds will be processed within 10 working days after we have received the item and verified it meets the above criteria.
Store Credit For refund amounts less than R250 (or equivalent), a store credit will be issued instead of a cash refund.

Six Months Limited Warranty

Coverage Details

All our wooden bin storage boxes and any included accessories are covered by a 6 months warranty starting from the date of ownership. This warranty covers defects in materials or workmanship.

Warranty Service

If a defect is discovered during your warranty period, please contact our Product Department directly by emailing sales@novusbox.co.za. We aim to respond within 24 hours.

If a defect is confirmed, we will, at our sole discretion:

  1. REPAIR the defect, or

  2. REPLACE the entire product.

  3. Should we be unable to repair or replace, we will offer a FULL REFUND.

We will cover the cost of collecting the defected product and delivering the replacement part/product to you.

Packaging Requirement for Returns

  • This warranty is only valid for goods returned in the original packaging.

  • Should we receive the returned item not in the original packaging, we will hold the item for one week. The customer must cover the courier charge to have the item returned to them. If the fee is not received, we reserve the right to sell the item as a second-hand unit and transfer the net funds to the customer.

What the Warranty DOES NOT Cover

Our warranty does not cover issues resulting from:

  • Normal wear and tear (e.g., weathering of wood over time).

  • Misuse or failure to follow assembly/care instructions.

  • Improper maintenance.

  • Alterations or modifications made by the customer.

  • Rust or corrosion on metal components (which may be caused by gross negligence or failure to assemble).

  • Personal opinion dissatisfaction pertaining to functionality, features, or aesthetics.

  • Products used in rental operations or commercial settings.

The warranty is only valid for the original owner of the purchase. We do not accept the transfer of warranty to subsequent owners.

After Warranty Period

Should you experience any defective or broken issues even after the 6 months warranty period has expired, please do not hesitate to contact our product team. We will gladly discuss possible solutions and replacement parts that may be available for purchase.

Cancellation Policy (Pre-Orders)

If you have pre-ordered a product and wish to cancel, a 20% cancellation fee will be deducted from your refund to cover handling and administrative costs.

Note: We cannot accept cancellation, refund, or credit for any promotional or heavily discounted item you have purchased or pre-ordered.

System Error & Pricing

Please be advised that should errors or omissions occur on pricing or product availability due to a system error, we reserve the right to cancel and fully refund transactions.