Return policy

The trial begins on the day your Nova Carbon is delivered. If it is not the right fit, contact Customer Care within 30 days of delivery to request a return.

Eligible trial returns include a prepaid return label. The rollator must be returned in its original condition with its included parts, accessories, and packaging. Reasonable indoor inspection and fitting are allowed.

Email support@novadermlab.com with your order number and the reason for the return. We will confirm eligibility, provide packing instructions, and send the return label.

Refunds are issued to the original payment method after the returned product is received and inspected. Bank processing commonly takes 5 to 10 business days after a refund is issued.

Report shipping damage or missing parts promptly and include photos of the product and packaging so we can resolve the issue.

Import duties and taxes paid directly to a customs authority may not be refundable by Nova Carbon. Contact the relevant authority about any available refund process.