Refund Policy
Refund & Return Policy
Last Updated: May 26, 2026
At Nova Cape Town, we value your trust when you place an order. By completing your purchase, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.
Return & Refund Eligibility
You may request a return or resolution within 14 days of delivery (based on tracking information).
All returns must be:
- Unworn, unwashed, and in original condition with tags attached
- Returned in original packaging
Our Refund Approach
Step 1 – Initial Response
When you contact us about a return or refund, we will first offer a 10% partial refund as goodwill (no return needed).
Step 2 – Resolution
If more help is needed, we will refer to our policy and offer a generous store credit or coupon (often higher value than a standard refund).
You can receive a coupon even without returning the item. If you send the item back with tracking, we will issue a better store credit.
Non-Returnable Items
- Lingerie, swimwear, and bodysuits (hygiene reasons)
- Items marked "Final Sale", "Clearance", or sale items 40%+ off
- Gift cards
Statutory consumer rights (e.g. EU/UK cooling-off period) are respected where required by law.
How to Request a Return
-
Contact Us
Email team@nova-capetown.com with your order number, photos of the item, and reason. We reply within 1-2 business days. -
Our Response
We will reply kindly and offer options such as 10% partial refund, store credit, or return instructions. -
Shipping the Return (if required)
Returns must be sent to our warehouse in China. Although our company operates from the United States (Florida), returns are processed efficiently from China for logistics reasons.
Customer is responsible for return shipping costs on change-of-mind returns. Please use a trackable service.
Damaged or Defective Items
Contact us within 48 hours of delivery with photos. We will offer replacement, full refund, or enhanced store credit, and may cover return shipping.
Sizing & "Not As Described" Issues
Slight variations (±1–3 cm) and color differences due to screens/lighting are normal and not considered defects. Fit and personal preference issues will be resolved with partial refund or store credit.
Chargebacks & Disputes
Please contact us first to resolve any issue. If a chargeback is opened, we will provide Shopify and your bank with the policy agreement, communications, and supporting evidence.
Worry-Free Delivery Insurance
We recommend adding our optional Worry-Free Delivery Insurance (powered by Seel) at checkout for extra protection.