To ensure your request is processed as quickly as possible you are responsible for the following when returning your products ;

1. package your products safely and securely for protection during transit;
2. clearly mark your return reference number on the outside of the parcel; and
3. include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could result in its decline altogether.

You can return a product to us, provided:

• it is undamaged and unused, with the original labels and stickers still attached;
• it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable) and in sellable condition;
• it is not missing any accessories or parts;
• you log a return on the Website within 30 days of payment or collection by you of the unwanted product; and
• it is not one of the products listed below.

– provided the product is not:

• a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies, and wipes;
• a disposable product which has been used;
• an intimate product, which for hygienic and public health reasons may not be returned; or
• a product which has been personalised for you or made to your specifications; or
• a flatpack product that has been assembled after delivery.

Once your return request has been logged, we will arrange a courier to collect the item from you at at your preferred address.

If you return a product that does not comply with the terms above, your return request will not be accepted and we may hold you liable for the cost of collecting the product from you and the cost of having the product returned to you given that the return was not accepted.

You may, at Nova Moon’s sole discretion, be responsible for the payment of the postage/shipping for products which are returned. Such cost may be deducted from your refund.

After collection, you will receive an email confirming that we have received your return. Your returned item will then be inspected to ensure quality assurance for purposes of a refund, after which the cost of the item, less the return shipping charge, will be credited to the same payment method you used for purchase of the item.

Please note that we only refund to the payment method that you originally used. Under no circumstances will any goodwill credit you may receive from us, be refunded.

No items may be returned without prior written authorisation from Nova Moon. Nova Moon will issue a returns form or returns authorisation number once the return has been authorised, which needs to accompany the return. The absence of this form or returns authorisation number may lead to a return not being processed, for which Nova Moon will not be held liable.

Nova Moon will not be liable for any items lost in transit or items incorrectly handed over to couriers who are not instructed by Nova Moon where no prior written authorisation has occurred. The customer will be liable for courier charges of return items incorrectly handed over.

C.  Late Returns

In the event that you fail to log a return of your purchase within the required 30 days, a return will not be accepted.

We do not accept returns or exchanges for any reason 30 days after delivery.

D.  Faulty Goods

Products are classified as faulty if they are received by you damaged or are defective.

The following does not constitute a defect, and will not be eligible for a refund, replacement or repair:

• faults resulting from normal wear and tear;
• damage arising from negligence, user abuse and misuse, or incorrect usage of the product;
• damage arising from electrical surges or sea air corrosion;
• damage arising from a failure to adequately care for the product;
• damage arising from unauthorised alterations to the product;
• where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit the customer.

It is your responsibility to personally inspect packaging on delivery and note any damage on the receiving ticket before signing for it. If you have not opened the package please write the words “unchecked” next to your name on the waybill. In assessing whether an item is defective or not, Nova Moon may rely on its suppliers or independent assessment centres for feedback. In these cases, Nova Moon’s supplier feedback will be final.

Please report any shortages or damages to us within 3 days from the time of receiving your products in writing via e-mail to info@novamoon.co.za. Please explain the problem or defect and include any photographs if possible so that we may best assist you. It may be that only a replacement part is required instead of shipping the complete product back to us, which will be issued at our own discretion.

Please note that damaged items as a result of wear and tear are not considered to be faulty. Please contact us within 3 days of receiving your order if your item has been delivered in a faulty state. Queries placed outside of this timeframe may not qualify for a refund. If we do receive notification within this time frame (3 days), we will process an exchange for any faulty item received. 

Nova Moon will not entertain any claims of breakages, missing or damaged parts and accessories if this notification is not received within 3 days of the goods being delivered. Replacements can only be made once we have determined that there was a manufacturer defect or damage caused during transit.

If you do receive a faulty item, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed. If the pick up is agreed and you, the customer are not at the premises when the courier arrives, you will be charged for an unavailability charge as well as the price of the pick up. Any future pick up’s will be at the customer’s cost.

Please feel free to contact us with any queries on info@novamoon.co.za.