Refund policy

Last updated: October 16, 2026

We want you to feel good about keeping a NovMelo escape tool in your car. Here's exactly how returns and refunds work.

If your order arrives damaged, wrong or doesn't arrive

We'll make it right at no cost to you. Email novmelo.official@gmail.com with your order number and, if possible, a photo.

  • Damaged or not working out of the box: let us know within 7 days of delivery.
  • Wrong item or color: let us know within 7 days of delivery.
  • Lost in transit: let us know if your order hasn't arrived within 30 days of shipping, or if tracking hasn't updated for 10 business days.

You choose a free replacement or a full refund, including any shipping you paid. You don't need to send the damaged or wrong item back unless we ask.

If tracking shows your order as delivered but you can't find it, please check around your home and with neighbors, and wait 2 days in case it was scanned early. Then email us and we'll open a claim with the carrier and help you sort it out.

Changed your mind? 30-day returns

You can return unused items within 30 days of delivery for a refund of the item price.

  • Unused means the adhesive mount hasn't been stuck down and the tool hasn't been used on a vehicle window. Trying the tool on the included test glass is fine.
  • Please return the item with all included parts (tool, mount and test glass), in its original packaging if you still have it.
  • Return shipping is paid by the customer. We recommend a trackable service, because we can't refund a return that doesn't reach us.
  • Original shipping charges aren't refundable.
  • If you bought a multi-pack and return part of it, we refund the discounted price you paid for each returned item.

How to start a return

  1. Email novmelo.official@gmail.com with your order number and the items you'd like to return.
  2. We'll reply with the return address and instructions. Please don't send items back without contacting us first, because returns sent to the wrong address can't be processed.
  3. Ship the item and send us the tracking number.

Refunds

Once your return arrives and we've checked it, we'll email you and issue the refund to your original payment method within 5 business days. Your bank or card issuer may take a few more days to show it.

If a returned item is used or missing parts, we'll email you before deciding. We may offer a partial refund or send the item back to you.

Cancellations and exchanges

Need to cancel or change your order? Email us as soon as possible. If it hasn't shipped yet, we'll cancel it for a full refund or update it. Once it ships, you can use the returns process above. To swap colors, return the unused item and place a new order.

Questions

Email novmelo.official@gmail.com. A real person reads every message, and we usually reply within 1–2 business days.