Refund policy

Your satisfaction matters to us. You have 30 days from the day you receive your order to request a return.

Supplements

Products must be returned sealed, unopened and in their original condition. For food safety reasons, we cannot take back an opened container, except in the case of a quality defect (see below).

Apparel and accessories

Apparel can be exchanged or refunded within 30 days if unworn, unwashed and with tags attached. Shakers and other accessories must be unused and in their original packaging.

Non-returnable items

Gift cards, single-serve formats and items marked as final sale.

How to return an item

1. Email info@novativelab.com with your order number and the reason for the return.
2. We will confirm the authorization and the return address. Packages sent without authorization cannot be processed.
3. Ship the package using a tracked service. Return shipping is paid by the customer, unless the product is defective or the error is ours.

Refunds

Once the return is received and inspected, the refund is issued to the original payment method within 10 business days. Original shipping fees are non-refundable. If the order qualified for free shipping and the return brings the total under the $100 threshold, the standard shipping fee ($15.99) will be deducted from the refund.

Defective or damaged product, or an error on our part

Email us within 7 days of delivery with photos and your order number. We will replace the product or refund it in full, and we cover the shipping costs.

Cancellations

An order can be cancelled as long as it has not shipped. Email us as soon as possible at info@novativelab.com.

This policy is in addition to, and does not limit, your rights under Quebec's Consumer Protection Act.