Refund policy

At Novo Nav, we stand by our products with flexible return options if anything goes wrong.


30-Day Change Of Mind Policy

You may return any items within 30 days of delivery if:

  • You’re not satisfied with your purchase
  • The product is still in good, sellable condition
  • All original parts, accessories, cables and packaging are included
  • Please read all conditions


Non-Returnable Items

We cannot accept returns for:

  • Please note, 'clearance' items are not eligible for change of mind returns
  • Products that have been modified or accidentally damaged
  • DAB 'antenna & receiver' module (these products cannot be re-sold after the antenna has been applied)
  • Custom-made wiring harnesses
  • Items returned without prior authorisation
  • ‘Professional Installation Service’ (this is a physical labour service and is non-refundable and non-cancellable)


Return Conditions

To be eligible for a refund:

  • The product must not show signs of damage, misuse or improper installation
  • All returned items must pass inspection by our team
  • Returns must be authorised via our support team before sending anything back


Restocking Fee

A 20% restocking fee applies for all change of mind or non-fault returns.

Please note, there is no restocking fee for faulty items.

Every Novo Nav system is custom-prepared for your exact vehicle. Unlike generic electronics, our kits are individually configured to match the specific make, model, year, series and badge of your car. This process involves:

  • Pre-wiring and testing all harnesses, CAN modules, and cables
  • Programming and adjusting software settings to match your vehicle’s system
  • Checking screen compatibility and calibrating components
  • Packing model-specific accessories, fascia panels and connectors

Because of this detailed preparation, each kit is assembled to order and cannot simply be resold as new. When a product is returned, our team must spend significant time unpacking, testing, resetting, and verifying every part. In most cases, some components such as wiring or fascia trims cannot be reused once fitted or configured for a particular car model.

For change of mind / non-fault returns, the 20% restocking fee helps cover the time and cost involved in restoring or replacing these parts so that we can continue offering the lowest possible prices to all customers.


Warranty

All Novo Nav products include a 1-year warranty covering manufacturing defects and faults.

This warranty does not cover:

  • Improper installation, misuse or modification
  • Damage from external causes such as power issues or wiring faults
  • Normal wear and tear or cosmetic damage

The warranty will be voided on any products that are modified, including edits to wiring harnesses, software reflashing or changing operating systems, or any other major modifications to wiring, fascias, screens, accessories, or any other included items. If any changes are required, please contact us so that we can ensure the correct work is carried out, and to ensure ongoing safety in compliance with our quality standards.


What’s Considered a “Change of Mind” Return

The following are not considered faults and fall under the 20% restocking fee policy:

  • Ordering the wrong model or vehicle variant
  • Not reading or misunderstanding product details before purchase (e.g. feature compatibility or requirements)
  • Finding installation difficult or deciding not to install
  • Not working with other aftermarket parts/accessories (Novo Nav is only designed to work with your car's factory systems)
  • Minor hiccups during installation such as blown fuses (please follow the installation instructions to prevent this)
  • Being unsatisfied with any of the following:
    • Certain functions behaving differently from the factory system
    • Reverse camera image quality differing from expectations
    • Wireless CarPlay/Android Auto connection speed or stability
    • Audio quality changes where installation is correct
    • Interface style or software design
    • Aftermarket wiring or previous radio replacements causing incompatibility


What’s Considered a “Faulty Product”

A product is considered faulty if it has a verified manufacturing or hardware defect, such as:

  • Screen not powering on
  • Touchscreen unresponsive
  • System freezing or crashing due to hardware fault
  • Missing or dead-on-arrival components (e.g. CAN box, main harness)
  • Incorrect or mismatched wiring supplied by Novo Nav

We may request photos or videos to assist in diagnosing issues before approving a return.


Return Process

To request a return:

  • Email us at support@novonav.com.au with your order number and reason for return
  • If applicable, include clear photos of the product
  • Our team will respond with return instructions and the return address


Return Shipping

  • Customers are responsible for return shipping unless the item is faulty or incorrect
  • We recommend using a trackable shipping service to avoid delays or loss


Processing Refunds

  • Refunds are issued once the returned product is received and approved
  • Refunds go back to your original payment method
  • Processing time is typically within 3 business days


Order Cancellations

All orders are final once placed and cannot be cancelled, even if they have not yet shipped.

Every Novo Nav system is built to order. We begin preparing and pre-wiring your kit immediately after purchase. This includes:

  • Selecting the exact harnesses, CAN modules and fascia panels for your specific vehicle
  • Programming and configuring the unit to match your car’s make, model, year and trim
  • Testing and packaging the components together as a custom-matched bundle

Because of the hands-on, vehicle-specific preparation process, cancelling an order would result in significant labour and material loss.

If a cancellation is approved at our discretion, a 20% cancellation fee will apply to cover these costs.


Pricing Policy

Our prices are constantly updated based on manufacturing costs, promotions and market demand. Because prices fluctuate, we’re unable to apply sale discounts or adjustments after a purchase has been completed, even if the product’s price later drops. Orders are processed at the price shown at the time of checkout, and we cannot retroactively honour future sale or promotion prices.


Need Help?

Reach out at support@novonav.com.au and we’ll guide you through the process.

Last updated: 27 October 2025