We want you to love every product you receive from us. If something isn’t right, please reach out — we’re here to help.

 

Change of Mind

 

Due to hygiene and safety standards, we’re unable to accept returns or offer refunds for change of mind on opened skincare products. If your item is unused and unopened, please contact us within 7 days of delivery to arrange a return.

 

Faulty or Unusual Items

 

If you believe your product is faulty or not as expected, please email us at info@novaes.com.au within 7 days of receiving it. We may ask you to return the item so our team (and sometimes the manufacturer) can assess it.

 

Once received, we will:

• Inspect the product, and

• Offer a refund or replacement if a fault is confirmed.

 

Return Shipping

 

If an item is found to be faulty or not as described, we will cover the cost of return postage. We’ll reimburse postage expenses as needed.

 

Processing Time

 

Refunds will be processed to your original payment method within 3–5 business days of receiving and assessing the item.