Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at newminas@novaindustrial.ca. Please note that returns will need to be sent to the following address:
38 Nova Dr., New Minas, Nova Scotia, Canada B4N5P8.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at newminas@novaindustrial.ca.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like
- PPE (Respirators, cartridges, Earmuffs, Paint Suits etc.)
- Hazardous materials (flammable liquids, or gases)
- Sale or Clearance items
- Gift Cards
- Shipping Cost
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and will let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at newminas@novaindustrial.ca.
RETURN POLICY – NOVA INDUSTRIAL
1. RETURN TIMELINE
Consumer Returns (B2C): 30 days from purchase
Business Returns (B2B): 30 days from delivery on invoice date
Defective/Damaged Items: 7 days from delivery (must contact us immediately upon discovery)
Your item must be reported as defective, damaged, or wrong before the return window closes. We cannot accept claims or returns once the period expires.
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2. ELIGIBILITY: WHAT CAN BE RETURNED
RETURNABLE ITEMS:
• Defective products (manufacturing defect, failure in normal use)
• Damaged items (shipping damage, assembly damage) – report to newminas@novaindustrial.ca within 7 days
• Wrong item shipped (our error)
• Unused, sealed products in original condition (30-day window; subject to restocking fee – see below)
NON-RETURNABLE ITEMS:
• Hazardous materials (flammable liquids, gases, chemical products, solvents)
• Items classified as hazardous waste
• Personal protective equipment (PPE) that has been worn, washed, or used
• Consumables that have been used (abrasives, drill bits, saw blades, grinding discs, welding rod, cutting fluid, lubricants)
• Custom or made-to-order items (unless defective at shipment)
• Sale items or clearance products (non-returnable; final sale)
• Items without proof of purchase (receipt or invoice)
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3. CONDITION REQUIREMENTS
For Defective/Damaged Claims:
Your item must show evidence of defect or damage. We will inspect the product and may test it. Original packaging is not required if damage prevented safe transport.
For Unused Return Requests:
The item must be:
• Unopened and in original, resalable condition, OR
• Opened but completely unused and undamaged
Tools that have been tested, run, or operated cannot be returned for refund, even briefly. If you need to test a tool before committing, send an e-mail to newminas@novaindustrial.ca and we may be able to arrange a demo.
4. RESTOCKING FEES
Consumer Returns (B2C):
• Defective or damaged: No fee
• Unused, unopened items: 15% restocking fee
• Opened/used items: Non-returnable (unless defective)
Business Returns (B2B):
• Defective or damaged: No fee
• Unused items ordered in error: 10% restocking fee (minimum $25)
• Bulk returns (5+ units): Negotiable – contact our sales team
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5. HOW TO START A RETURN
Consumers (B2C):
1. Email newminas@novaindustrial.ca with your order number, item(s), and reason for return.
2. Include a photo if claiming damage or defect.
3. Wait for return authorization number (RMA) before shipping.
Businesses (B2B):
1. Contact your account manager or email newminas@novaindustrial.ca with your invoice number.
2. Include a description of the defect or damage.
3. For bulk returns, a sales representative will coordinate pickup or special shipping.
DO NOT send items back without an RMA. Unauthorized returns will be refused and returned at your expense.
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6. RETURN SHIPPING
Consumer Returns:
• Items under $100: You cover return shipping
• Items over $100: We provide a pre-paid return label if defective; you cover return shipping for unused items
• We recommend tracking and insurance on high-value items
Business Returns:
• Defective items: We arrange and pay for return shipping
• Non-defective returns: You cover return shipping unless it's our error
• For bulk returns, we may arrange pickup at your facility
Ship all returns to:
Nova Industrial
38 Nova Dr.
New Minas, Nova Scotia B4N 5P8
Note: Include your RMA number on the shipping label
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7. INSPECTION & APPROVAL
Upon receipt, we will:
1. Log your return and verify the RMA number
2. Inspect the item (this may take 5–10 business days)
3. For defects: Perform testing if necessary to confirm the issue
4. Notify you of approval or rejection with a detailed explanation
If we reject your return, we will explain why and offer options (repair, replacement, or shipped back to you at your expense).
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8. REFUNDS & REPLACEMENTS
Approved Refunds:
• Processed to your original payment method within 10 business days of approval
• Refunds are subject to any applicable restocking fees
• For invoiced B2B orders, credit may be applied to your account instead (contact your account manager)
• Allow 5–10 additional business days for your financial institution to process
Replacements:
• If a replacement item is in stock, we'll ship it immediately upon approval (no additional shipping cost for defective items)
• If the item is on backorder, you can choose to wait or request a refund
Partial/Damaged Shipments:
• For orders missing items or containing damaged goods, we'll replace or refund the affected item(s) at no cost, including return shipping
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9. DAMAGE & DEFECT CLAIMS
Report all shipping damage or product defects immediately:
• Photograph the damage/defect from multiple angles
• Include the damage in an email to newminas@novaindustrial.ca within 7 days
• For B2B claims, notify your account manager on the day of delivery
We will not accept damage claims after 7 days. This protects both our ability to file carrier claims and your warranty rights.
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10. HAZARDOUS MATERIALS RETURNS
We cannot accept returns of:
• Flammable liquids or gases
• Solvents, paints, or chemical products
• Any item requiring hazmat shipping
If you received a hazardous item that is defective or wrong, contact us immediately. We will issue a refund or replacement decision without requiring physical return.
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11. WARRANTY VS. RETURNS
This return policy covers items purchased from Nova Industrial within the stated timeframe. Most products also include a manufacturer's warranty (typically 1–3 years for tools and equipment). Warranty coverage often extends beyond this return policy. Check your product documentation or contact us for warranty details.
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12. CONTACT US
For return questions or to request an RMA:
Email: newminas@novaindustrial.ca
Phone: 902-681-1665
Hours: Monday–Friday, 8 AM–5 PM AST
For B2B account holders, contact your account manager directly.
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NOTES:
• This policy complies with Nova Scotia Consumer Protection Act requirements for consumer returns
• Prices, timelines, and terms are subject to change with 30 days' notice
• In cases of dispute, the decision of Nova Industrial management is final