Refund policy

Thank you for shopping at Poppy Nova. We hope you love every purchase. If you're not completely satisfied, we're here to help. Please review our Return & Refund Policy before submitting a return request.

Return Policy

You may request a return within 30 days of receiving your order. To be eligible for a return, your item must:

  • Be unused, unworn, and unwashed.

  • Be in its original condition.

  • Include all original tags and packaging whenever possible.

  • Be free from stains, makeup, perfume, odors, pet hair, or any signs of wear.

⚠️ Note: Items returned that do not meet these conditions may not qualify for a refund.

Non-Returnable Products

The following items cannot be returned:

  • Final Sale items

  • Gift Cards

  • Swimwear with the hygiene liner removed

  • Bodysuits

  • Underwear & Lingerie

  • Earrings

  • Personalized or customized products

  • Beauty accessories

  • Items damaged due to improper use or normal wear and tear

How to Return an Item

To begin a return, please contact our Customer Support Team at studio@poppynova.com. Please include:

  1. Your Order Number

  2. Full Name

  3. Item(s) you wish to return

  4. Reason for the return

  5. Photos if the item is damaged, defective, or incorrect

After your request has been reviewed, we'll provide the return instructions and the correct return address. Please do not send any items back without receiving return authorization first.

Return Shipping Fees

  • Customers are responsible for return shipping costs unless the return is the result of an incorrect item received, a damaged item upon arrival, or a manufacturing defect.

  • Original shipping fees are non-refundable.

  • We recommend using a tracked shipping service, as Poppynova cannot be responsible for packages lost during the return process.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please notify us within 7 days of delivery. Please provide:

  • Your Order Number

  • Photos of the item

  • Photos of the shipping package

  • Photos of the shipping label

Our team will review your request and provide an appropriate solution as quickly as possible.

Refunds

  • Once your returned package has been received and inspected, you'll receive an email notifying you of the approval status.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.

  • Please note that your financial institution may require additional time before the refund appears in your account.

Order Cancellation

  • Orders may be canceled within 12 hours after they are placed.

  • Once an order has entered processing or has already been shipped, cancellation requests cannot be accepted.

Return Guidelines

To help ensure a smooth return process:

  • All returned merchandise must meet the return requirements outlined in this policy.

  • Items that have been worn, washed, altered, or damaged after delivery are not eligible for a refund.

  • Returns submitted without prior approval may be declined.

  • Returned items should be packaged securely to prevent damage during transit.

  • Poppynova reserves the right to refuse returns that do not comply with this policy.

Return Address

🚨 Important: The address displayed below is for business correspondence only and is not our return facility. Please contact our Customer Support Team before returning any merchandise to receive the correct return address.

Contact Us

Poppy Nova

  • Customer Support Email: 📧 studio@poppynova.com

  • Business Address: 1614 W Congress St, San Bernardino, CA 92410, United States (Business Address Only – Not a Return Address)

If you have any questions regarding our Return & Refund Policy, please contact studio@poppynova.com. Our Customer Support Team typically responds within 24–48 business hours.