1. What this policy covers
This refund and returns policy applies to orders placed via Nova on WhatsApp in Nigeria. Nova coordinates purchases and deliveries between you and our partner vendors, riders and dispatch companies.
2. When you may be eligible for a refund
You may be eligible for a refund or replacement where:
- Wrong item delivered: item is clearly different from what was confirmed in your order.
- Missing items: part of your order is not delivered and you are charged for it.
- Damaged on arrival: item arrives broken, spoiled or unusable at the time of delivery.
- Delivery failed: order cannot be completed due to an issue on Nova or our partner’s side.
- Double charge: you are mistakenly charged twice for the same order.
Note: In some cases, we may issue a partial refund (for example, missing items in a larger order).
3. When refunds are not available
We generally cannot offer refunds in the following situations:
- Change of mind after the order has been purchased from the vendor.
- Incorrect address or unreachable phone/WhatsApp number provided by the customer.
- Repeated delivery attempts where the customer is unavailable to receive the order.
- Items that cannot be returned for health or safety reasons once opened (for example, certain food, pharmacy or personal-care items), unless damaged on arrival.
- Normal wear, minor packaging dents or issues that do not affect use of the product.
4. Time window to report an issue
To help us investigate properly, please report any problems as soon as possible:
- Damaged, wrong or missing items: within 2 hours of delivery.
- Failed delivery or double charge: within 24 hours of the issue.
Reports made much later may be harder to verify and may not qualify for a refund.
5. How to request a refund or fix
If there is an issue with your order, please contact us first on WhatsApp so we can help.
- Open your chat with Nova on WhatsApp.
- Send a message with your order reference and a short description of the problem.
- Share clear photos or screenshots where helpful (e.g. damaged item, wrong item).
Our team will review your request, contact the rider or vendor if needed, and let you know the outcome. Where appropriate, we may offer:
- A replacement or re-delivery.
- A partial refund for the affected items.
- A full refund for the order (in limited cases).
6. How refunds are issued
Approved refunds are normally processed using the same method you used to pay for the order:
- Bank transfer: refund sent back to the account you paid from, or to a verified account you provide.
- Wallet / credit (if available): refund added as Nova credit for future orders.
Depending on your bank, it may take a few working days for the refund to reflect in your account after we process it.
7. Order changes and cancellations
Because we move quickly once an order is confirmed, cancellations are time-sensitive.
- Before purchase: If you cancel before we buy the items from the vendor, we may be able to cancel the order and refund you in full.
- After purchase: If items have already been bought or prepared (e.g. food orders), refunds may not be possible, or may be partial only.
8. Vendor and partner policies
Nova works with different vendors and dispatch partners, each of whom may have their own returns and exchange rules. Where relevant, we will follow the applicable vendor policy when assessing refunds or replacements and communicate this to you clearly.
9. Questions or support
If you have any questions about this policy or an ongoing refund request, you can reach us via:
- WhatsApp: message Nova in your existing chat.
- Email: admin@joinnova.live
This page is a general guide and may be updated as Nova grows and our services change.