Refund policy

Last Updated: September 2026

At BolaNova, customer satisfaction is important to us. We want you to feel confident when shopping with us. This policy explains our voluntary return policy and how we handle refunds, damaged or defective products, cancellations, and other return requests.

Nothing in this policy limits or excludes any consumer rights that cannot legally be limited or excluded under the laws applicable to your purchase.

1. Our 30-Day Return Policy

BolaNova offers a 30-day voluntary return policy for eligible products.

You may request a return within 30 days from the date your order is delivered.

For a voluntary return, the item should generally:

Be unused and in its original condition.
Include the original packaging and included accessories where reasonably possible.
Include your order number or other proof of purchase.

Certain products may be subject to additional restrictions for health, hygiene, safety, personalization, or other reasons permitted by applicable law.

This 30-day voluntary return policy does not replace or reduce any mandatory legal rights available to you.

2. How to Request a Return

Please contact BolaNova Customer Support before sending an item back.

Email:
support@shopbolanova.com

Please provide:

Your order number
Your name
The reason for the return
Photos or videos where relevant, particularly for damaged, defective, incorrect, or incomplete orders

After reviewing your request, we will provide return instructions and the appropriate return address where a physical return is required.

Please do not send an item to an address obtained from a third party or without receiving return instructions from BolaNova.

3. Return Shipping Costs

For voluntary returns, such as a change of mind or ordering the wrong item, the customer is generally responsible for return shipping costs.

Where an item is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable law, BolaNova will cover applicable return or replacement shipping costs as required by law and the circumstances of the case.

Original shipping charges are generally non-refundable for voluntary returns, except where applicable law requires otherwise.

4. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order when it arrives and contact us as soon as reasonably possible if there is a problem.

We recommend reporting visible shipping damage within 48 hours of delivery so that we can investigate the issue quickly and work with the carrier or fulfillment partner where necessary.

For damaged, defective, incorrect, or incomplete orders, please provide:

Your order number
A description of the problem
Clear photos or videos showing the issue

We may provide a replacement, repair, refund, price adjustment, or another appropriate remedy, depending on the circumstances and applicable law.

The 48-hour reporting recommendation does not remove or limit any legal rights you may have regarding defective, unsafe, damaged, or non-conforming goods.

For example, Nigerian consumer law provides protections for goods that are defective or fail required quality standards, including statutory remedies in applicable circumstances.

5. Order Cancellation

Can I cancel my order?

You may contact us at support@shopbolanova.com to request cancellation within 1 hour of placing your order.

We will make reasonable efforts to cancel your order before processing or shipment. However, cancellation cannot be guaranteed, even within the one-hour window, if fulfilment has already begun.

If your order has entered processing or has shipped, cancellation may no longer be possible. Any rights available to you under applicable consumer-protection laws remain unaffected.

6. Non-Returnable Products

Certain products may not be eligible for voluntary returns where permitted by applicable law, including:

Personalized or custom-made products
Gift cards
Perishable goods
Certain sealed health, hygiene, beauty, or personal-care products after the applicable protective seal has been opened
Hazardous materials or products that cannot lawfully be returned
Products clearly identified as Final Sale, where legally permitted

These exclusions do not override mandatory statutory consumer rights.

For example, EU law provides exceptions to the normal 14-day withdrawal right in certain circumstances, including certain sealed goods that cannot be returned for health or hygiene reasons once opened.

7. Exchanges

BolaNova does not generally offer direct exchanges.

Where a return is eligible, you may return the original item and place a new order.

Where an item is defective, damaged, incorrect, or otherwise subject to a statutory remedy, we will provide the remedy required by applicable law.

8. Refunds

Once an approved return has been received and assessed, we will notify you whether the refund has been approved.

Where a refund is approved under our voluntary return policy, we generally process it to the original payment method within 5–10 business days.

Your bank or payment provider may require additional time before the refund appears in your account.

If you have not received a refund within 15 business days after we confirm that it has been processed, please contact us.

Email:
support@shopbolanova.com

Mandatory refund timelines under applicable law will take precedence over the processing times stated in this section.

9. Shipping Delays

Delivery dates and timeframes provided by BolaNova are estimates and are not guaranteed unless expressly stated otherwise.

Delays can occur because of:

Customs processing
Carrier delays
Severe weather
Public holidays
High shipping volumes
Logistics disruptions
Other circumstances outside our reasonable control

Where possible, we will assist you with tracking information and available updates.

10. International Orders, Duties, and Taxes

For international orders, customs procedures, import duties, taxes, brokerage fees, or other charges may apply depending on the destination country and the applicable shipping arrangement.

Where applicable, information concerning duties and taxes will be provided at checkout or in the relevant shipping information.

Customers are responsible for providing accurate delivery and customs information.

Any mandatory consumer protections applicable in the customer's country remain unaffected by this section.

11. European Union Customers

Customers in the European Union have statutory consumer rights in addition to the voluntary 30-day BolaNova return policy.

For eligible online purchases, EU consumers generally have a 14-day right of withdrawal from receipt of the goods, without giving a reason, subject to statutory exceptions.

EU consumers also have a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract, subject to applicable EU and national law. Depending on the circumstances, remedies can include repair, replacement, a price reduction, or a refund.

Nothing in this policy is intended to restrict those rights.