Refund policy

Returns & Exchanges

We offer a 30-day return window, giving you 30 days from the date of delivery to request a return.

To qualify for a return, the filtered shower head must be unused, in its original condition, and returned in the original packaging, including all components. Proof of purchase is required.

To initiate a return, please contact us via the Contact Us section of our website. Once your return request is approved, we will provide a return shipping label along with clear instructions on how and where to send your item.

Please note that returns must be approved before being sent. Items returned without prior authorisation will not be accepted.

Returns should be sent to the following address: Support@novoshp.com



Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned. This includes installed or used showerheads, opened filter cartridges, and any custom or personalized components. We also cannot accept returns for products that have come into contact with water, contain filtration materials, or fall under hazardous or pressurized categories.
If you’re unsure whether your showerhead or filter is eligible for return, please reach out to us — we’re happy to help.


Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.