Refund policy

This policy covers everything you buy from NovFort at novfort.com, whether you ordered a floor from the Designer or bought tiles by the piece.

Cancelling before your order ships

Our tiles travel by sea, straight from the factory to the US. You pay in full when you order, and your order arrives in 30–35 days from the day you order. Until your order ships you can cancel it for any reason and we refund every dollar, including any shipping you paid. Email contact@novfort.com with your order number.

If we can't deliver within 30–35 days, we'll tell you as soon as we know, and you can choose to wait for the new date or cancel for a full refund.

After delivery

We don't take change-of-mind returns once an order has been delivered, so please check your measurements in the Designer before you order. This doesn't affect your rights below.

Faulty, damaged or wrong items

If something arrives damaged, faulty or isn't what you ordered, email contact@novfort.com within 7 days of delivery if you can, with your order number and photos. We'll replace it or refund it, and we pay any freight involved. Reporting later doesn't remove your rights; it just makes a transport claim easier for us.

Nothing in this policy limits the rights you have under the law of the state where you live.

Our 15-year Quality Guarantee, set out in our Terms of service, comes on top of these rights.

How refunds are paid

Refunds are paid in US dollars to the card or payment method you used, usually within 5 business days of our approving them. Your bank may take a few more days to show them.

Contact

Email contact@novfort.com or WhatsApp +86 133 0661 6958.
NovFort Limited, a company incorporated in Hong Kong (company no. 81276802), Rm S045, 2/F The Capital, 61–65 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong.