Refund & Cancellation Policy

At Novalisse, customer satisfaction is our priority. We strive to deliver high-quality skincare products and a seamless shopping experience. Please read our Refund & Cancellation Policy carefully before placing an order.

1. Order Cancellation

Orders may be cancelled only before they have been processed or dispatched from our warehouse.

To request a cancellation, please contact our customer support as soon as possible with your order details.

Once an order has been shipped, it cannot be cancelled.

Novalisse reserves the right to cancel any order due to reasons including but not limited to:

Product unavailability
Pricing or technical errors
Payment verification issues
Suspected fraudulent transactions
Incomplete or incorrect customer information

If we cancel a prepaid order, the full amount paid will be refunded to the original payment method.

2. Returns

For hygiene and safety reasons, skincare and cosmetic products are generally non-returnable once delivered.

However, we will gladly assist if you receive:

A damaged product
A defective product
An incorrect product
A product with missing items

Requests for such issues must be reported within 48 hours of delivery.

To process your request, you may be asked to provide:

Your order number
Clear photographs of the product
Images of the outer packaging
An unboxing video (if available)

Failure to provide the requested information may delay or prevent claim approval.

3. Replacement

Eligible products may be replaced after verification by our support team.

Replacement requests will be accepted only if:

The product received is damaged during transit.
The wrong item was delivered.
The product is defective upon delivery.

Products showing signs of use, misuse, tampering, or physical damage caused after delivery will not qualify for replacement.

4. Refunds

Refunds may be approved under the following circumstances:

The order is cancelled before shipment.
A replacement cannot be provided for an eligible claim.
The product is confirmed to be damaged, defective, or incorrectly delivered after verification.
The order cannot be fulfilled due to product unavailability.

Approved refunds will be processed to the original payment method.

Refund processing generally takes 5–10 business days, depending on your bank, card issuer, or payment provider.

Shipping charges, if any, are non-refundable unless the error occurred on the part of Novalisse.

5. Non-Refundable Situations

Refunds or replacements will not be provided in cases including, but not limited to:

Change of mind after purchase
Personal preference or dissatisfaction with fragrance, texture, or results
Minor packaging variations due to product updates
Products damaged due to improper handling after delivery
Incorrect shipping address provided by the customer
Failure to accept delivery from the courier partner
Allergic reactions resulting from individual skin sensitivities where product usage instructions were not followed

Customers are encouraged to carefully review ingredient lists and perform a patch test before first use.

6. Refund Method

Refunds will be issued through the original payment method used during purchase whenever possible.

If a refund to the original payment method is not feasible, our customer support team will contact you to arrange an alternative solution in accordance with applicable laws.