Returns & Exchanges

We want you to love your Truenova order. If something is not right, here is how our 30-Day Happiness Guarantee works.

The 30-Day Happiness Guarantee

Every order is covered by our 30-Day Happiness Guarantee. If you are not happy with your order, email us within 30 days of delivery and we will make it right, from a different size or colour to an approved return. The Nova Intimacy Pillow is covered by a 90-Day Money-Back Guarantee. Full terms are in our Refund Policy.

How to Start a Return or Exchange

  1. Contact us. Email info@truenovaclub.com with your order number, your full name, the item and the reason. Add photos if the item arrived damaged or incorrect.
  2. Let us help first. Many issues have a quick fix, such as a different size or colour, or a simple care tip. We reply within one business day.
  3. Wait for approval. If a return is the right option, we will email you the return address and step-by-step instructions. Please do not send anything back before you receive this email.
  4. Ship it back. Use a tracked shipping service and keep your tracking number until your refund is complete.

Conditions

  • The return is approved before the item is shipped back
  • The product is returned complete, including all covers, cases and included parts
  • The product is free from damage caused by misuse, accidents or neglect
  • Proof of purchase is provided, such as your order number or confirmation email

You are welcome to open and try your order at home. It does not need to go back in its original packaging, but please pack it securely.

Return Shipping

  • Change of mind: return shipping is paid by the customer.
  • Damaged, defective or incorrect item: we cover it. Please let us know within 7 days of delivery and include photos.

Exchanges

If an item arrives defective or incorrect, we will replace it free of charge. If you would prefer a different colour, size or product, contact us and we will arrange an exchange, subject to availability.

Refunds

Once your return arrives, we inspect it and email you the result. Approved refunds are issued to your original payment method within 5 business days. Your bank may take a further 5 to 10 business days to show the funds.

Questions?

Our Client Care team is here to help at info@truenovaclub.com. We reply within one business day.