Refund policy

NOVACHROME — RETURNS & REFUND POLICY

Last updated: 3 September 2026

YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If a product has a minor failure, we may choose to repair, replace or refund the item. Any remedy will be provided within a reasonable time and at no cost to you.

These rights apply regardless of anything else in this policy, including to products purchased on sale or at a discount.

THE 30-DAY TRIAL

Novachrome is built to be used, so we'd rather you actually used it before deciding.

You have 30 days from delivery to live with your order. Eat off it, put it through the dishwasher, use it every day. If it isn't right for you, we'll refund it.

This applies whether or not the item has been used, and whether or not you still have the original packaging. We only ask that it hasn't been damaged through misuse.

To start a return, email hello@novachrome.co with your order number and which items you'd like to return. Please contact us before sending anything back.

DO I NEED TO SEND IT BACK?

Often, no.

Orders under $100, and all international orders: you generally won't need to return anything. Once your return is approved we'll refund you and you can keep, donate or recycle the item. Sending it back usually costs more than the item is worth, so there's no sense in either of us paying for that.

Australian orders of $100 or more: we'll ask you to send the items back. Return postage for change-of-mind returns is at your cost, and we recommend a tracked service, as we can't refund an item that doesn't reach us.

Approved returns should be sent to:

NOVACHROME Returns
74A Pacific Parade
Bilinga QLD 4225
Australia

We'll confirm which of the above applies to your order when we approve your return, so please wait to hear from us before posting anything.

REFUNDS

Once your return is approved — and, where applicable, received — we'll confirm your refund.

Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may require additional time for the funds to appear in your account.

If more than 15 business days have passed since we approved your refund and you haven't received it, contact hello@novachrome.co.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty or different from what you ordered, please contact hello@novachrome.co within a reasonable time.

Include your order number, a description of the issue and, where possible, photographs showing the problem.

Please don't send the item back before contacting us.

We'll assess the issue and provide the remedy you are entitled to under the Australian Consumer Law. Where there is a major failure, you may choose between a refund or replacement.

In many cases we won't require the item to be returned. Where we do require a faulty, damaged or incorrect item to be returned, NOVACHROME will cover the reasonable cost of return postage.

This process is in addition to, and does not limit, your rights under the Australian Consumer Law.

WHAT THE 30-DAY TRIAL DOESN'T COVER

We can't accept change-of-mind returns for:

• Gift cards
• Items returned without an approved return request
• Items that have been damaged through misuse after delivery
• Requests made more than 30 days after delivery

Normal use — including dishwashing, daily use and ordinary marks from being used — does not affect your eligibility. That is the point of the trial.

These exclusions do not limit your rights under the Australian Consumer Law where an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

EXCHANGES

The quickest way to receive a different item is usually to return your original item for a refund and place a new order.

If you'd prefer to arrange a direct exchange, contact hello@novachrome.co and we'll assist you.

NEW ZEALAND CUSTOMERS

For orders supplied to consumers in New Zealand, rights may also apply under the Consumer Guarantees Act 1993, including guarantees relating to acceptable quality, fitness for purpose and correspondence with description.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded.

CANCELLING AN ORDER

Orders are generally dispatched within 1-3 business days.

If you need to cancel an order, contact hello@novachrome.co as soon as possible.

If your order has not yet been dispatched, we'll cancel it and issue a full refund.

If your order has already been handed to the carrier, it can no longer be cancelled before delivery and will instead need to be handled as a return under this policy.

CONTACT

NOVACHROME
Email: hello@novachrome.co
Website: novachrome.co
Bilinga QLD 4225, Australia

We aim to respond to enquiries within one business day.