At NOVA Importadora we want you to shop with complete confidence. This policy explains how to request a return, an exchange or a warranty repair.
1. Return window
You have 15 calendar days from the delivery date to request a return. Submit the request from your order page (Request a return) or contact us on WhatsApp or by email.
2. Product condition
- The item must be unused, in its original packaging, with all accessories, manuals and labels.
- Proof of purchase (order number) must be included.
- If the product arrived damaged, defective, incomplete or different from what you ordered, the return applies even if the package was opened. Report it within 48 hours with photos or video.
3. Items not eligible for change-of-mind returns
- Equipment that has been installed, used or modified.
- Products made or imported by special order for the customer.
- Opened supplies and consumables, for hygiene reasons.
This does not affect your legal warranty rights for manufacturing defects.
4. Process
- Send your request with the reason.
- We review it and reply within 3 business days with shipping or pickup instructions.
- When we receive the product, we inspect it and confirm the outcome.
- If approved, we issue a refund, an exchange or store credit, as you prefer.
5. Refunds
- Refunds are made to the same payment method used: card (Stripe or Payphone), PayPal, or bank transfer for orders arranged through WhatsApp.
- We process refunds within 5 business days of approval. Depending on your bank, it may take another 5 to 10 business days to appear.
- If the return is due to a defect, our error or a wrong item, we cover the shipping cost. For change-of-mind returns, return shipping is paid by the customer.
6. Warranty
Our equipment carries a warranty against manufacturing defects as stated for each product. The warranty does not cover damage from misuse, impacts, moisture, incorrect installation, power surges or repairs by third parties.
7. Contact
For any question about returns or warranty, contact us on WhatsApp or by email. This policy applies in accordance with Ecuador’s Organic Consumer Protection Law (Ley Orgánica de Defensa del Consumidor).