Refund Policy
60-Day Release-or-Refund Guarantee
Use the Novex Psoas Release Board for up to 60 days from the day it arrives. If you never feel that muscle release, email us at support@novexrelief.com and we will refund your full purchase price. There is no form to fill in and no interrogation about how you used it. You keep all three digital guides either way.
This guarantee covers the original purchaser on orders placed at novexrelief.com. It does not cover Novex products bought through third-party sellers or marketplaces.
How To Start A Return
- Email support@novexrelief.com within 60 days of delivery with your order number and the email address you ordered with.
- We reply with a return address and a short set of instructions, usually within one business day.
- Pack the board (and Wave Heads) securely. It does not need to be in the original box, and it does not need to be unused.
- Ship it back and send us the tracking number.
Return shipping is paid by the customer. We do not deduct a restocking fee, and we do not deduct the cost of the free guides.
When You Get Your Money Back
Once your return is delivered to us, we inspect and approve it within 2 business days. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to post the funds to your statement.
Original shipping charges, where any were paid, are not refunded. Standard shipping within the United States is free, so for most orders this does not apply.
Damaged, Faulty Or Incorrect Items
If your order arrives damaged, incomplete or incorrect, email support@novexrelief.com within 14 days of delivery with your order number and photographs of the item and packaging. We will send a replacement at our cost, including return shipping if we need the original item back. You do not need to use the 60-day guarantee for this.
Lifetime Warranty
The Novex Psoas Release Board is covered by a lifetime warranty against cracking, splitting or structural failure under normal use. It is moulded from high-density ABS and designed to take your full bodyweight, daily, for years. If it fails, we replace it.
To make a warranty claim, email support@novexrelief.com with:
- Your order number or proof of purchase from novexrelief.com
- Photographs clearly showing the damage
- A short description of how the board was being used when it failed
Approved claims are shipped a free replacement board or Wave Head, with shipping paid by us. The warranty covers the product, not the person: it does not cover normal cosmetic wear, discolouration, deliberate damage, modification of the product, commercial or rental use, or loss and theft.
Exchanges
The board is sold in a single configuration, so we do not run exchanges. If you need a replacement part, contact us and we will sort it directly.
Cancellations And Address Changes
Orders are usually picked and packed within 1–2 business days. If you need to cancel or change a delivery address, email support@novexrelief.com as soon as possible and we will do what we can. Once an order has shipped it cannot be cancelled, but the 60-day guarantee still applies.
Contact
Novex — support@novexrelief.com — novexrelief.com
We answer every email. If you have not heard from us within two business days, please write again in case something went astray.