Return Policy

Last Updated: October 28, 2026

This policy explains standard returns, refunds, and assistance when a gardening or yard product arrives with a problem.

Zhengzhou Xumin Trading Co., Ltd. operates novessaqn and handles return requests for the store.

Nothing here limits mandatory consumer rights.

1. Return Request Window

You may request an eligible return within 30 calendar days after delivery.

Email service@novessaqn.com before the period ends. A request submitted on time remains timely even if our response arrives later.

Statutory rights concerning defects, misdescription, or another protected issue may continue beyond this standard period.

2. Preference-Based Returns

For a return because you changed your mind, selected an unsuitable size, or no longer need the product, the item should be:

• Unused, unassembled, and uninstalled.

• In its original condition.

• Free from customer-caused damage, staining, odors, and alterations.

• Complete with supplied components and accessories.

• Accompanied by original packaging where reasonably available.

Reasonable inspection does not automatically remove statutory rights.

For standard preference-based returns, avoid placing the product into routine outdoor use, filling it with soil or water, mounting it, or exposing it to substances that change its condition.

This does not prevent a remedy for a defect discovered during appropriate use.

3. Damaged, Defective, Incorrect, or Incomplete Goods

Contact us if an item arrives damaged, is defective, is the wrong product or option, lacks supplied components, or differs materially from the listing.

Provide your order number and an explanation. Photographs can help, but an unboxing video is not required.

If photographs are unavailable or unsafe to obtain, explain the circumstances so we can discuss another reasonable assessment method.

We will arrange an appropriate remedy, such as a replacement, missing component, return, or refund. Any mandatory right to a particular remedy remains applicable.

4. Starting a Return

Email service@novessaqn.com with:

• The order number or other proof of purchase.

• The item concerned.

• The reason for the request.

• Relevant photographs, where available.

We aim to respond within 1–2 business days.

Please obtain instructions before posting the item so it reaches a facility able to process it. This procedure does not invalidate a request submitted within the applicable period.

5. Return Destination: China

Our designated return facility is located in China. Returns from outside China require international shipping to China.

Customer support provides the complete return address and instructions before postage is arranged.

Our business address is not an automatically authorized return destination. Use it only if our team expressly confirms it.

International return postage may be substantial. Contact us before purchasing if information about the destination or shipping arrangements would affect your decision.

6. Return Postage and Fees

Preference-based returns: Customers pay return postage to China. No restocking fee applies.

Seller-error returns: We cover reasonable return costs for damaged, defective, incorrect, incomplete, or materially misdescribed goods for which we are responsible.

We may provide a prepaid label where available or agree on another suitable arrangement.

Contact us before purchasing postage for a seller-error return so we can arrange the method and any reimbursement. This does not restrict reimbursement rights required by law.

7. Preparing the Parcel

Pack the item securely and include the return reference supplied by our team.

For products used during assessment of a defect, contact us about safe packing and any necessary removal of loose soil, water, or other material. Do not undertake unsafe cleaning or dismantling to make a return.

A tracked service is recommended. Keep the postage receipt and tracking details until the request is resolved.

If the return is delayed or missing, contact us with available dispatch evidence.

8. Refund Amount

For an eligible return, we refund the amount paid for the returned item and applicable refundable taxes.

Original delivery charges are not refunded for preference-based returns unless required by law.

For seller-error returns, we refund the applicable original delivery charge associated with the affected item and cover reasonable agreed return costs.

We do not deduct a new outbound shipping charge from an order that originally qualified for free shipping, even if retained merchandise falls below US$39.

For a partial return from a discounted order, the refund reflects the amount actually paid for the returned item.

9. Refund Method and Timing

Approved refunds are issued to the original payment method within 5–10 business days after receipt of the returned item, including inspection within that period.

If no return is required, an approved refund is issued within 5–10 business days after approval.

Any legally required shorter deadline takes priority. Your payment provider may need additional time to display the credit.

We do not substitute store credit for a monetary refund unless you agree.

10. Exchanges and Cancellations

Contact us to ask whether a direct exchange is available. If not, we can explain the return-and-reorder process.

Submit cancellation requests as soon as possible. We try to assist before fulfillment begins, but cancellation may no longer be possible once processing is underway.

Dispatched orders follow this Return Policy. No separate fee applies to an ordinary cancellation we approve.

Approved pre-dispatch cancellations are refunded promptly as required by law.

11. Returns Support

Legal Company Name: Zhengzhou Xumin Trading Co., Ltd.

Brand Name: novessaqn

Business Address: No. 185, 11th Floor, Unit 2, Building 1, 869 Weilai Road, Guancheng Hui District, Zhengzhou City, Henan Province, China

Email: service@novessaqn.com

Phone: +86 371 6332 2785

Service Hours: Monday–Friday, 9:00 AM–6:00 PM, China Standard Time (UTC+8), excluding public holidays in China.