Under the Consumer Protection Code you have up to 7 (seven) calendar days from the date of receipt of the merchandise to make the change request. To request the exchange simply send an email to with the subject "EXCHANGE" (in case of exchange) or "RETURN" (in case of return). It should appear in the email:
Buyer's full name;
Reason why the order is being exchanged or returned;
Product photos (if required)
After sending this e-mail, Novi has up to 30 (thirty) days to analyze the request and proceed with the necessary actions.
The cost of the freight exchange or return of the purchase is for the account of the buyer, except in case of exchange or return by default in the manufacture. In this case we are responsible to bear the costs of sending via the Post in the CAP modality.
Exchange (products purchased on the site)
In order to carry out the exchange, the product and its accessories must not show any signs of use. The merchandise, its packaging labels and accessories must be in perfect condition, without dirt or any kind of damage. They should also be free from odors other than the originals of the product (perfume, for example).
If the product is shipped and the above specifications are not appropriate, the package will be shipped back to the origin address and a new freight charge will be made.
If the required specifications are appropriate, Novi has up to 7 calendar days from the receipt of the product to send the code with the refunded amount. This code can be used to purchase any piece available on the site equal to or greater than the exchange, paying the difference. There will be no refund of the freight amount.
The restitution of values and carried out as follows:
Credit card: The return of the amount is made by the card administrator as a credit on the next invoice. In this case PagSeguro sends a confirmation email informing the date that the credit was sent to the administrator. The deadline may vary depending on the date your invoice is closed.
Online debit in checking account, Balance Payment, Ticket or Account Deposit: Charge made in the form of credit in the account Mercado Pago, and the client can use the balance for a new purchase or request the withdrawal of the value to your bank account.
There will be no refund of the freight amount.
Products purchased through our site may only be exchanged via website. Products purchased in other resellers or distribution channels, can only be exchanged via the respective sales channel.