Refund Policy – Novilla

Novilla strives to offer a wide range of sleep products that help address sleep issues since the first day it was founded. As a company that focuses on customers' sleep experiences, ensuring that each customer receives the same top-notch service is our permanent goal. Based on these philosophies, our refund policy is simple and easy. The details are as follows:

Refund Policy for Novilla Mattresses

For mattresses in the 100-Day Free Sleep Trial period, if you are not satisfied with them, and the solutions we offered to rectify the issues failed, we will offer a full refund. In this situation, the mattresses need to be disposed of/donated/returned based on the actual situation and our discussion.
For mattresses that the 100-Day Free Sleep Trial period has expired but is still in the warranty period if there are any quality issues, we will repair, replace or exchange the item, or take measures that we both agreed will solve the issues. e.g, offer an extra discount, or a partial refund. We promise that we will offer the best possible solutions based on our warranty policy and our aim to offer top-notch service. If you have any issues during this period, please feel free to contact us.
For mattresses that the warranty has expired, we no longer take any liability. Refund or exchange is no longer an option as we think a 10-Year Limited Warranty is enough to cover all possible quality issues. However, we will still try our best to answer any questions regarding using our products, and will also offer the best possible suggestions that will help solve buyers' issues.

Refund Policy for Other Novilla Products

For items that are still in the warranty period and if the items have quality issues, we will repair, replace or exchange the item, or take measures that we both agreed will solve the issues. e.g, offer an extra discount, or a partial refund, etc. We promise that we will offer the best possible solutions based on our warranty policy and our aim to offer top-notch service. If you have any issues during this period, please feel free to contact us.

Refund or exchange is no longer an option when the warranty has expired. However, we will still try our best to answer any questions regarding using our products, and will also offer the best possible suggestions that will help solve buyers' issues.

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