Thanks for shopping in Novilla

Our store offers durable, high-quality products and we hope you have a pleasant shopping experience.
Our products are made of experienced designers, backed by a high-quality production team, and sustainable and safe materials. Our QA team members inspect each product before packing to ensure maximum customer satisfaction.

We offer a 45-day full refund policy, if you are not satisfied with the product, you can return it free of charge and get a refund within 5 business days after we receive it.
All shipping costs are covered by us.

Novilla sleep experts suggest giving your body at least 21 days to adjust to a new mattress.

In particular, mattress products are offered with a 100-day trial sleep experience. This ensures that you can fully experience and get used to your new mattress after receiving the product.
If there is any problem, please do not hesitate to contact us and we will try our best to meet your requirements.

Novilla is committed in doing our part for a better tomorrow. Decreasing our carbon footprint and lessening waste is important for sustainable development. We sincerely encourage you to donate your unwanted mattresses or dispose of inappropriate mattresses to nonprofit organizations such as The Salvation Army, Goodwill, Habitat for Humanity, Red Cross or donationtown.org.

Return policy

All purchases can be returned within 45 days from the date of delivery.
-Brand new, unused products that do not affect secondary sales.
-All products with the original label and packaging materials.
-You can return it for free and get your money back within 5 business days after we receive the product(s).

Products that do not meet these criteria cannot be returned.
-Product is damaged，the original label and packaging are badly damaged or already discarded.
-Clearance or promotional items
-Custom-made items
*For non-quality returns, the buyer is responsible for all costs incurred in returning the goods.

Return Process

Before you return, please know that
-General returns will not be refunded for any additional services selected at purchase, including doorstep, optional room, and white glove delivery.
-A clear view of the product with sufficient brightness must be provided along with the outer box, as well as pictures of the internal packaging to assess product condition and determine if they are eligible for return. This can speed up your return process time.
-Novilla offers prepaid shipping labels for some areas. Once returned, the return shipping cost will be deducted from your refund. If we are unable to provide prepaid return labels for your area, you will need to arrange for your own refund.

Step 1 EMAIL US
Contact us and describe the item(s) you wish to return and the reason for your return. Include photo(s) for quality issues.

Step 2 TAKE SUGGESTIONS
Professional suggestions will be offered. And our service team will provide you with detailed instructions.

Step 3 RETURN THE GOODS
Please contact us at support@novilla.us for detailed return process.

Step 4 REFUND OR EXCHANGE
-Once the return request is approved, to ensure the product meets the carrier's requirements, please put the product back in its original packaging and seal it properly.
-Upon receipt of your package, we will immediately process your refund or exchange in accordance with our return policy.

Fast Refund

We will issue a refund to your original payment method within 5 business days after we receive the product(s).

Return Conditions

Once the returned merchandise is received your money will be refunded back to you. Novilla cannot refund, reimburse, cover, or otherwise be responsible for any fees not paid to novilla.net. This includes any customs taxes or VAT.
Refunds are issued back to the original form of payment used to purchase the order. Once your refund is issued, you will receive a confirmation email.

Return Shipping Costs & Address

1. Please be sure to contact our after-sales customer service to get the specific address of the return. 

2. All shipping fees are at our expense.

Having trouble with making a return or exchange?

Please don't worry, we will be happy to help you out!