Returns & Refunds Policy
Last updated: 17 August 2026
We want this to be simple to understand before you buy, not something you have to dig for after. Here's exactly how returns and refunds work, in plain terms.
At a glance
- Change-of-mind return window
- 30 days from delivery
- Faulty / damaged item window
- 7 days from delivery
- Who pays return shipping (faulty item)
- We do — free of charge
- Who pays return shipping (change of mind)
- You, unless we made an error
- Refund method
- Back to your original payment method, or bank account for manual EFT
- Refund processing time
- 5-10 business days after we receive and inspect the item
- How to start a return
- Email sales@novamarts.co.za with your order number
30-day change-of-mind returns
If you're not satisfied, you may return most items within 30 days of delivery for a refund or exchange, provided the item is unused, in its original packaging, and in resellable condition. This window is calculated from the date your order is marked as delivered, not the date you ordered it.
Faulty or damaged items — 7-day guarantee
If an item arrives damaged or develops a fault, contact us within 7 days of delivery with photos of the issue. We will arrange a replacement, repair, or full refund — including return shipping costs, at no extra cost to you. This applies to new, refurbished and pre-owned items alike.
What can and can't be returned
Eligible for return
- Items unused, in original packaging, in resellable condition
- Electronics with all original accessories, manuals and packaging included
- Any item that arrives faulty, damaged, or not as described
- Any item different from what you ordered (wrong model, colour, spec)
Not eligible for return
- Opened car seats or used baby products, for hygiene and safety reasons (unless faulty)
- Items without proof of purchase (order number or invoice)
- Items returned outside the 30-day (or 7-day faulty) window
- Items missing original accessories, manuals, or packaging where required
How to start a return — step by step
- 1Email sales@novamarts.co.za with your order number, the item(s) you'd like to return, and the reason.
- 2We reply within 1 business day with return instructions and, for faulty items, a prepaid return label. For change-of-mind returns, you arrange and pay for return shipping using a trackable method — we can't guarantee receipt of returns sent without tracking.
- 3Once we receive and inspect the item, we'll confirm whether the return is approved and let you know by email.
- 4Approved refunds are processed within 5-10 business days — back to your card or Instant EFT via PayFast, or to your bank account for manual EFT payments.
Exchanges
If you'd like to exchange an item for a different size, colour or model, let us know when requesting your return and we'll do our best to arrange this, subject to stock availability (remember — we hold our own stock, so we can tell you honestly whether a replacement is available).
Questions about a return?
Visit our Contact page or email sales@novamarts.co.za — we respond within 1 business day.