Return Policy
Shop With Confidence
At Theranovae™, we are committed to providing thoughtfully selected products designed to bring comfort, convenience, and practical solutions into your everyday life.
We want every customer to have a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help.
Please review the information below regarding returns, replacements, and refunds.
1. Return Window
We offer a 30-day return period from the date your order is delivered.
To qualify for a return, the product must:
✔ Be returned within 30 days of delivery
✔ Be unused and in its original condition
✔ Include original packaging and accessories whenever possible
✔ Include proof of purchase
Items that do not meet these requirements may not be eligible for return approval.
2. Requesting a Return
To begin the return process, please contact our customer support team:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for your return request
- Photos of the product condition (if applicable)
Once your request has been reviewed and approved, we will provide instructions regarding the next steps.
Please do not send items back without prior authorization, as unauthorized returns may not be accepted.
3. Damaged, Defective, or Incorrect Items
We recommend inspecting your order immediately after delivery.
If you receive:
✔ A damaged product
✔ A defective item
✔ An incorrect product
Please contact us within 72 hours of delivery and provide clear photos showing the issue.
Our team will review the situation and work toward an appropriate solution.
4. Non-Returnable Products
Certain products cannot be returned, including:
- Personalized or custom-made products
- Gift cards
- Clearance or final-sale merchandise
- Products showing signs of use, damage, or alteration after delivery
Original shipping charges are generally non-refundable unless required by applicable law.
If you are unsure whether an item qualifies for return, please contact our support team before submitting a request.
5. Product Exchanges
At this time, we do not offer direct item exchanges.
If you would like a different product, style, or option, we recommend:
✔ Requesting a return for the original item (if eligible)
✔ Placing a new order for your preferred product
This helps ensure faster processing and availability.
6. European Union Customers
For orders delivered within the European Union, customers may have the legal right to withdraw from their purchase within 14 days of receiving the goods.
To qualify:
✔ The item must remain unused
✔ Original packaging must be retained
✔ Proof of purchase must be provided
This statutory right applies independently of our standard return policy.
7. Refund Processing
After your returned item arrives and has been inspected, we will notify you regarding the outcome of your refund request.
If approved:
✔ Refunds will be issued to the original payment method
✔ Processing typically takes 5–10 business days
✔ Financial institutions may require additional time to post funds to your account
If you have not received your refund after 15 business days following approval, please contact us for assistance.
8. Return Shipping
Customers may be responsible for return shipping costs unless the return is due to:
✔ A damaged product
✔ A defective item
✔ An incorrect shipment
Return instructions will be provided after approval of your return request.
Please do not mail products without receiving return authorization from our team.
9. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Orders may be eligible for cancellation if the request is received before processing begins.
Once an order has entered fulfillment or shipment preparation, cancellation may no longer be available.
Need Assistance?
Our customer care team is happy to assist with questions regarding returns, refunds, or order concerns.
Customer Support
Brand Name:
Theranovae™
Company Name:
Hangzhou Mucheng Muler Technology Co., Ltd.
Email:
service@theranovae.com
Support Hours
Monday – Friday
9:00 AM – 6:00 PM (EST)
Thank you for choosing Theranovae™.
We appreciate your trust and are committed to providing a smooth and reliable shopping experience from purchase to delivery.