Refund Policy
We've got you covered.
No hoops, no hassle.
If something isn't right with your order, we'll make it right. Here's exactly how it works.
Return window
30 days from delivery
Refund method
Original payment method
Processing time
3–5 business days
01 — Returns
Can I return my order?
Yes. If you're not satisfied with your purchase, you have 30 days from the date your order was delivered to request a return. Items must be unused, in their original condition, and where possible returned in the original packaging.
To start a return, email us at Info@plugnove.com with your order number and a brief description of the issue. We'll take it from there.
02 — Eligibility
What can and can't be returned?
Situation
Eligible?
Item arrived damaged or defective
✓ Yes — full refund or replacement
Wrong item received
✓ Yes — full refund or replacement
Item not as described on the site
✓ Yes — full refund or replacement
Change of mind (unused, original condition)
✓ Yes — within 30 days
Item has been used or opened
✗ Not eligible unless defective
Return requested after 30 days
✗ Not eligible
Item damaged due to misuse
✗ Not eligible
03 — Refunds
How and when will I get my refund?
Once we've reviewed and approved your return request, your refund will be processed back to your original payment method within 3 to 5 business days. You'll get an email confirmation once it's been issued.
💳 Bank processing times
After we issue your refund, it may take an additional 3–7 business days to appear in your account depending on your bank or card provider. This is outside our control but if you haven't seen it after 10 business days, reach out and we'll confirm the refund was sent.
04 — Damaged or Wrong Items
My item arrived damaged or isn't what I ordered.
That's on us and we'll sort it out quickly. Email Info@plugnove.com within 7 days of delivery with your order number and a photo of the item. We'll either send you a replacement or issue a full refund — whichever you prefer.
⚠️ Please report damage within 7 days
We're unable to process damage or wrong item claims made more than 7 days after the delivery date. We know that's a tight window, so we recommend checking your order as soon as it arrives.
05 — Order Cancellations
Can I cancel my order?
If you need to cancel, contact us as soon as possible at support@plugnove.com. We can cancel orders that haven't been dispatched yet — usually within the first 12 hours of placing them.
Once an order has shipped, we're unable to cancel it. In that case, you're welcome to return the item once it arrives and we'll process your refund from there.
06 — Return Shipping
Who pays for return shipping?
If the return is due to a defect, damage, or our error — we cover it. If you're returning an item simply because you've changed your mind, return shipping costs are the responsibility of the buyer.
We recommend using a tracked shipping method for returns. PlugNove is not responsible for return packages that are lost in transit without tracking.