Shipping & Delivery

At Novima, we stand behind CharBreaker Pro 100%. If it doesn't clean your grill faster, safer, and easier than anything you've used before, we want to make it right. The details below explain how our 90-day guarantee, returns, exchanges, and refunds work.

1. Our 90-Day Money-Back Guarantee

Every CharBreaker Pro is backed by a 90-day money-back guarantee. If you're not satisfied for any reason within 90 days of delivery, contact us for a full refund.

  • No restocking fees
  • No hidden conditions
  • No hoops to jump through

2. How to Start a Return

  1. Email contact@trynovima.com with your order number (starting with #) and a brief reason for return.
  2. We'll reply within 24 hours with the return address and mailing instructions.
  3. Ship the product back to the address we provide. We recommend using a tracked service — we can't refund items lost in return transit without tracking proof.
  4. Once we receive and inspect the item, we'll process your refund within 10 business days.

3. Return Conditions

  • Return window: Within 90 days of the delivery date.
  • Product condition: We understand CharBreaker Pro is a cleaning tool and will be used before you decide if it's right for you. Light use is expected and fine. Please return the product with all included components (handle, charging cable, brush heads, storage case) where possible.
  • Return shipping: Customers are responsible for return postage. We don't issue prepaid labels.
  • Restocking fee: None.

4. Damaged or Defective Items

If your CharBreaker Pro arrives damaged or develops a defect within the 90-day window, email us at contact@trynovima.com with your order number and photos. We'll replace or refund at our expense — you won't pay return shipping in this case.

Please report damaged-on-arrival items within 48 hours of delivery.

5. Exchanges

Need a replacement brush head, cable, or accessory? Email contact@trynovima.com with your order number and the part you need. We'll arrange an exchange once the original is received and inspected.

6. Refunds

  • Processing time: Refunds are issued within 10 business days after we receive and approve your return.
  • Refund method: Funds are credited to your original payment method.
  • Bank timing: After we process the refund, your bank may take an additional 3–5 business days to post it to your statement.
  • Confirmation: You'll receive a confirmation email as soon as the refund is issued.

7. Non-Returnable Situations

We're unable to process a refund in the following cases:

  • Returns received more than 90 days after delivery.
  • Items that have been deliberately damaged, altered, or destroyed.
  • Items returned without prior contact — please email us first so we can track your return.

8. Order Cancellations

Orders can be cancelled free of charge if we haven't dispatched them yet. Email contact@trynovima.com within 12 hours of placing your order. Once the parcel has shipped, please follow the return process above.

9. Chargebacks

If you have any issue with your order, please contact us first — we resolve nearly every situation within 24 hours. Filing a chargeback before contacting us slows the refund process for both of us. We're here, we're real, and we want to make it right.

10. Need Help?

Customer care is available Monday to Saturday, 9 am – 5 pm GMT.

We appreciate your business and will do our best to make every return, exchange, or refund quick and hassle-free.