Refund policy
Last Updated: August 8, 2026
At Novaelle, customer satisfaction is our priority. We want you to feel confident when shopping with us.
If you are not completely satisfied with your purchase, please contact our support team and we will do our best to assist you.
1. Return Window
We accept returns within 30 days from the date your order is delivered.
To be eligible for a return:
- The item must be unused
- The item must be in its original condition
- The item must include original packaging
- You must provide your order number
Please contact us before sending any item back.
Returns sent without prior approval may not be accepted.
2. How to Request a Return
To start a return, please contact us:
Email:
Please include:
- Order number
- Reason for return
- Photos or videos if applicable
Our team will review your request and provide return instructions if your request is approved.
3. Return Shipping
For customer-requested returns, such as:
- Change of mind
- Ordered by mistake
- No longer needed
the customer may be responsible for return shipping costs.
For situations caused by Novaelle, including:
- Incorrect item received
- Damaged item received
- Defective product
we will provide an appropriate solution, including replacement or refund.
4. Refunds
Once your return is received and inspected, we will notify you regarding the approval status.
If approved, your refund will be processed to your original payment method.
Refund processing time:
5–10 business days
Please note that your bank or payment provider may require additional time to complete the transaction.
5. Order Cancellation
We understand that circumstances may change.
If you need to cancel your order, please contact us as soon as possible.
Orders can only be canceled before they enter the fulfillment process.
Once an order has been processed or shipped, cancellation may no longer be possible.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within a reasonable timeframe after delivery.
Please provide:
- Order number
- Description of the issue
- Photos or videos showing the problem
After reviewing your request, we will provide the best solution, which may include:
- Replacement
- Refund
- Other appropriate resolution
7. Missing or Lost Packages
If your tracking information shows that your package has been delivered but you have not received it, please:
- Check your delivery location
- Ask household members or neighbors
- Contact your local carrier
If the package cannot be located, please contact our support team.
We will work with you and the carrier to investigate the situation.
8. Non-Returnable Items
Certain items may not be eligible for return, including:
- Items damaged through misuse
- Items without original packaging
- Items showing significant signs of use
- Gift cards or digital products (if applicable)
9. Exchanges
If you need to exchange an item, please contact us first.
In many cases, the fastest solution is to return the original item and place a new order after your refund has been processed.
10. Fraudulent Claims or Chargebacks
Customers are encouraged to contact Novaelle first before initiating a payment dispute.
If a dispute or chargeback is initiated for an order that has been successfully delivered without contacting us, we reserve the right to provide transaction records, shipping information, and communication history to the payment provider.
11. Return Address
Please do not send returns to the shipping address shown on your package.
Return instructions and the appropriate return address will be provided after your return request has been approved.
Contact Us
If you have any questions regarding returns or refunds, please contact:
Novaelle Customer Support
Email: