Returns and Cancellation Policy
Returns and Cancellation Policy
Not satisfied with your order?
We'd love to know how we can improve!
You can return your order within 14 days of receipt, unused, or send a photo showing that the product is faulty. We will confirm the image, and in most cases we can resolve your issue without a refund. We ensure that your money is refunded to your account within five working days of us receiving your order or after a photo has been confirmed by our customer service team.
Important: Beauty products and items purchased in a sale or with other discounts cannot be returned.
Returning by post
You have up to 14 days after receiving your order to exchange a product for a different size/colour or to request a refund if it was delivered to a collection point near you.
CONTACT: info@novandro.com
You must first contact us by email to receive the return address. As we have several distribution centres, we need to determine which centre your parcel originated from based on the reason for the return.
ENCLOSE THE DELIVERY NOTE
Pack the product as securely as possible in its original packaging and enclose a note with your order number. As the sender, you are responsible for the return shipment. You should therefore always ask DHL for a tracking code when returning the parcel.
Once you have sent the parcel, please contact us via info@novandro.com if you would like a refund or to exchange it for a different size/colour.
Please note: Our head office is located in China. Please note that you must send your parcel back to our supplier (located in Asia) when returning the product.
SHIPMENT
Go to your nearest collection point (post office or parcel shop) and send your parcel back.
Once the product arrives at our warehouse, the size/colour will be adjusted as quickly as possible, or a refund will be arranged.
Cancelling orders
To cancel an order, you must contact us immediately via info@novandro.com
If you cancel your purchase within 24 hours, we can unconditionally refund your money. Otherwise, the goods must be returned to us as soon as they arrive with you.
Shipping costs
It is the customer's responsibility to pay any shipping costs when returning a product. These costs are non-refundable.
The time it takes for your exchanged item to be delivered to you depends largely on where you live.
We always recommend using a trackable shipping method or shipping insurance!