Refund policy
Refund & Return Policy – Novel Memories
Canada Orders
We accept returns and exchanges for both defective and non-defective products within 30 days of delivery.
Eligibility conditions:
- Item must be unused, unworn, and in original packaging
- Proof of purchase required
Return methods:
- In-store return at: 134 Kent Street, Unit 140C, Charlottetown, PE C1A 8R8, Canada
- Return by mail (return label provided upon approval)
Restocking fee:
A restocking fee applies to non-defective returns.
Refund processing time:
Approved refunds are issued to the original payment method within 10 business days after inspection.
United States Orders
For US orders, we accept returns only if the product is defective, damaged, or incorrect.
- Return request must be made within 30 days of delivery
- Proof of purchase required
- Return shipping label provided after approval
- Refund processed within 10 business days after inspection
Non-defective items are not eligible for return or exchange for US orders.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item arrives defective, damaged, or incorrect, contact us immediately at:
📧 contact@novelmemories.ca
We will evaluate the issue and provide a replacement or refund as appropriate.
Non-Returnable Items
The following items are not eligible for return:
- Personalized or custom-made products
- Perishable goods
- Personal care / beauty products
- Sale items
- Gift cards
How to Request a Return
Email us at contact@novelmemories.ca with:
- Order number
- Reason for return
- Photo (if defective/damaged)
Returns sent without prior approval will not be accepted.
Refund Timing Notice
Once approved, refunds are issued within 10 business days.
Your bank or card provider may take additional time to post the refund.
EU 14-Day Cooling-Off Notice
If your order ships into the European Union, you may cancel or return your order within 14 days of delivery for any reason, in accordance with EU consumer protection law.