Refund policy
Last updated: September 12, 2026
At Nova Vivid, we want you to be happy with your purchase. If you receive an incorrect, damaged, or defective item, please contact us and we’ll be happy to help.
1. Return Eligibility
Because our products are personal-use hair products, we can only accept returns when the item is:
- Unworn and unused.
- Unwashed, unstyled, and free from any odors, makeup, or other signs of use.
- In its original packaging and condition.
- Returned with all original tags, accessories, and materials.
- Requested within 14 days of delivery.
For hygiene and safety reasons, wigs that have been worn, washed, brushed extensively, cut, colored, styled, or otherwise altered may not be eligible for return.
2. Damaged or Incorrect Items
Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Clear photos or videos showing the problem.
- Photos of the packaging when applicable.
If the issue is confirmed, Nova Vivid may offer a replacement, refund, or other appropriate resolution.
3. How to Request a Return
Before sending anything back, please contact us at +1 202-255-6319 with your order number and reason for the return.
Do not send an item back without receiving return instructions from us first. Unauthorized returns may not be accepted.
4. Return Shipping
Unless the item is defective, damaged, or incorrectly sent, the customer is responsible for return shipping costs.
If the return is due to an error on our part or a confirmed defective product, we will provide appropriate instructions regarding return shipping.
5. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund to your account.
Original shipping charges are generally non-refundable unless the return is due to an error or confirmed issue with your order.
6. Non-Returnable Items
For hygiene reasons, we generally cannot accept returns of:
- Wigs that have been worn or used.
- Wigs that have been washed, cut, colored, or chemically treated.
- Wigs that have been altered or styled.
- Items returned without their original packaging or accessories.
- Items returned after the applicable return period.
7. Exchanges
We do not guarantee direct exchanges. If you need a different product, color, or style, you may need to return the eligible item and place a new order.
8. Cancellations
If you need to cancel an order, contact us as soon as possible. Because orders may be processed quickly, we cannot guarantee that a cancellation will be possible after an order has been processed or shipped.
9. Contact Us
If you have questions about returns or refunds, please contact Nova Vivid:
Phone: +1 202-255-6319
Website: novavivid.shop
We’re happy to help with any questions regarding your order or our return process.