Return and Refund Policy

Overview

This Return and Refund Policy forms part of our Terms and Conditions and applies to every purchase made on novabalanceproducts.com.

1. The 60-day window

Eligible physical products may be returned within 60 days of delivery, opened or unopened, for any reason. There is no restocking fee and you do not need to explain why.

2. What can be returned

Individual items and complete packages are both eligible. Where you bought a package, please return the package as a whole rather than part of it, and we refund the price you paid for it. A partly used topical — for example a Cooling Comfort Gel that did not suit you — can be returned within the 60-day window and is refunded in full.

For hygiene reasons we cannot resell returned items, and returns are accepted on the basis that the product is no longer fit for resale.

3. How to start a return

Email support@novabalanceproducts.com or call (800) 707-9928 with your order number, and we will send you a prepaid return label. Please contact us first — if an item is posted back without a label we may be unable to match it to your order.

4. Refunds

We issue the refund within one business day of the return arriving, to the original payment method. Your bank then typically takes a further 3–10 business days to post it, which is outside our control. Shipping charges already paid are refunded where the return is the result of our error.

5. Damaged or incorrect items

If something arrives damaged, faulty or not what you ordered, contact us within 30 days of delivery with your order number and a photograph where possible. We will replace the item or refund it in full, including any shipping charge, and we cover the cost of return postage.

6. Digital products

The Routine Wellness Digital Guide is delivered as an immediate download. Because it is delivered instantly and in full, it is not returnable once downloaded. If the download fails or the file is unusable, contact us and we will resend it or refund the $1.95 charge.

7. Recurring programme shipments

Comfort Balance Monthly shipments are covered by the same 60-day window as any other physical order. Cancelling the programme stops future shipments and charges but does not automatically refund a shipment that has already been sent — return it under this policy instead. Cancellation itself is governed by Section 6 of the Terms and Conditions, and must be received at least 48 hours before your next scheduled billing date to stop the next charge.

8. Cancelling an order before it ships

If your order has not yet shipped we can usually cancel it outright. Email support@novabalanceproducts.com with your order number as soon as possible. Once a parcel is with the carrier it has to be handled as a return instead.

9. Contact

Returns, refunds and cancellations are handled by:

support@novabalanceproducts.com
(800) 707-9928, Monday to Friday, 9am–6pm Mountain Time