Refund Policy

Order Cancellation

  1. NOVELA does not accept any form of cancellation or modification once orders have been confirmed. Please check your order carefully before submitting it.

  2. NOVELA reserves the right to cancel your order or make partial acceptance of your order if deemed necessary and you shall be informed via email. Any free gift(s) and/or vouchers shall be retracted accordingly if the minimum order value is not met.

Damaged, Incorrect or Expired Items

  1. If you have received any damaged, incorrect/missing or expired items, please contact our Customer Service at wecare@novelabeaute.com within 30 days of receiving your order.

  2. Please refrain from disposing of the items, as NOVELA retains the right to decline your replacement request if it does not meet the terms and conditions of our policy.

  3. All replacement requests will be reviewed by NOVELA and are subjected to approval. The following terms and conditions apply:

    • Item(s) must be in its original packaging
    • Item(s) must be in its original purchase condition – unopened, unused and not defaced in any manner
    • Item(s) purchased in a set must be returned as a whole set
    • Item(s) are to be returned with accompanying free gift(s) wherever applicable

  4. In the event that a replacement cannot be made, a refund will be made and the customer will need to return the damaged/incorrect/expired items to NOVELA.

  5. Refunds will be credited to the original mode of payment within 14 business days upon successful receipt of the returned items. Refund amounts are based on the final payment price (after any promotion discounts and/or vouchers have been applied).

How to Return Damaged, Incorrect or Expired Items?

Step 1. Upon successful verification from our Customer Service that your order is eligible for a return, you will receive an Air Waybill.

Step 2. Pack and seal the return item(s) in its original packaging, print the Air Waybill provided and paste it onto the package.

Step 3. A Ninja Van courier will reach out to you to coordinate a pickup date/time. Pass the package to the courier upon collection.

NOVELA will not be able to process unidentified packages with missing Air Waybill and your return request will be voided.