Refund policy
RETURN AND REFUND POLICY
Last updated: August 21, 2026
At Novessa Store, we carefully inspect and package every order before shipment. This policy explains how we handle damaged products and other order-related issues.
DAMAGED ITEMS
Customers must contact us within 14 days of delivery if a product arrives damaged.
To submit a claim, email novessaashop@gmail.com and include:
• Your order number
• A clear description of the damage
• Clear photographs or video showing the product, packaging and shipping label
Claims submitted after 14 days may not be accepted unless otherwise required by applicable law.
After reviewing and approving a valid damage claim, Novessa Store will send a replacement product at no additional cost.
Please do not send the damaged product back unless we specifically instruct you to do so.
INCORRECT, DEFECTIVE, INCOMPLETE OR MISSING ITEMS
If you receive an incorrect, defective or incomplete product, or if an item is missing from your order, contact us within 14 days of delivery at novessaashop@gmail.com.
Each case will be reviewed individually. Depending on the circumstances, we may offer an appropriate solution, including:
• Sending the correct or missing product
• Sending a replacement product
• Providing a partial refund
• Providing a full refund
Any refund is subject to review and approval. Approved refunds will be issued to the original payment method. The time required for the refund to appear may vary depending on your bank or payment provider.
NO PHYSICAL RETURNS
Novessa Store does not accept physical product returns and does not maintain a publicly accessible return location.
Customers must not send products to the address shown on the parcel or to any other address without written instructions from us. Unauthorised returns may not be received or processed.
Where applicable law requires a physical return or another remedy, Novessa Store will provide the appropriate instructions after reviewing the customer’s request.
CHANGE-OF-MIND REQUESTS
Unless required by applicable consumer law, we do not offer replacements or refunds solely because a customer:
• Changes their mind
• No longer wants the product
• Selects the wrong product, size, colour or variation
• Provides incorrect delivery or order information
• Fails to review the product description before purchasing
Customers are responsible for carefully reviewing product descriptions, dimensions, specifications, colours, compatibility and other relevant details before placing an order.
NON-RETURNABLE PRODUCTS
Unless damaged, defective, incorrect or otherwise required by applicable law, we do not accept returns of:
• Opened, used or unsealed products
• Personal-care, cosmetic or hygiene products
• Clothing or accessories that have been worn, washed or damaged
• Personalised or custom-made products
• Perishable products
• Clearance or final-sale products
• Gift cards and digital products
ORDER CANCELLATIONS
If you need to cancel or modify an order, contact us as soon as possible at novessaashop@gmail.com.
We cannot guarantee cancellation or modification after an order has entered processing or has been dispatched.
REFUND ASSESSMENT
Refunds are not issued automatically. For problems other than a damaged product, we will review the order details and discuss the available solution with the customer.
Depending on the circumstances and applicable consumer law, Novessa Store may approve a partial or full refund.
Approved refunds are issued only to the original payment method. Shipping charges, customs duties and other third-party fees may be non-refundable unless the order was incorrect, defective or otherwise covered by applicable law.
STATUTORY CONSUMER RIGHTS
Nothing in this policy excludes, restricts or limits any mandatory rights or remedies available under applicable consumer-protection law.
Where the law applicable to a customer provides a mandatory cancellation, withdrawal, refund, repair, replacement or return right, that legal right will take priority over any conflicting part of this policy.
CONTACT
Novessa Store
Email: novessaashop@gmail.com