Returns & Refunds
A thoughtful path when something is not quite right.
Novellea reviews return and refund requests with care, taking into account product condition, hygiene considerations, order circumstances and the information available to our client-care team.
Please contact us before sending any item back. Return instructions and destination details should be confirmed by Novellea first.
Keep the item, accessories and original packaging together while your request is being reviewed.
At a glance / 01
The essentials before you begin.
A return request is easier to review when the order details, product condition and reason for contact are clearly documented from the start.
Order information
Include the order number, purchaser name, delivery address and the item involved so our team can locate the correct order.
Clear photographs
For damage, defects, missing parts or incorrect items, include clear images of the product, packaging and shipping label when available.
Original contents
Keep accessories, inserts, protective pieces and packaging together until client care has completed the initial review.
Approval first
Do not ship a return without instructions. Unapproved packages may be delayed, misrouted or unable to be matched to the correct request.
Return pathway / 02
From first contact to final review.
The steps below explain the usual review pathway. The exact resolution may differ depending on the item, condition and circumstances of the order.
Keep the item protected
Avoid further use while the request is under review, especially when condition or hygiene may affect eligibility.
Contact client care
Reach Novellea through the contact page and explain why you are requesting a return, replacement review or refund consideration.
Share supporting details
Provide the order number and any requested photographs or descriptions. Clear information helps reduce unnecessary follow-up.
Wait for eligibility guidance
Client care will review the request and explain whether a return is appropriate, what materials should be included and where the item should be sent.
Package the item securely
When a return is approved, protect the product and include the requested accessories, components and identifying information.
Inspection and resolution
Once received, the item may be inspected before the final resolution is confirmed. The outcome can depend on condition, completeness and the reason for the request.
Eligibility review / 03
What our team considers.
Beauty and personal-care tools require thoughtful review because product condition, use and hygiene can affect whether an item is suitable for return.
Items kept in careful condition
A request is easier to assess when the item remains complete, protected and consistent with the description provided to client care.
- The product has not been unnecessarily used after the issue was noticed.
- Accessories, charging parts, attachments and inserts remain together.
- The packaging and shipping materials have been retained where practical.
- The order information and reason for return are clearly documented.
- The item can be matched to the original Novellea order.
These factors support the review process but do not guarantee approval.
Used or hygiene-sensitive products
Certain beauty tools may have limited return eligibility after opening or use, particularly where personal contact, hygiene or product integrity is relevant.
- Makeup applicators, facial grooming tools or attachments that have been used directly on the skin.
- Products showing wear, residue, alteration, damage from handling or incomplete components.
- Electronic tools exposed to moisture, impact or use outside their supplied guidance.
- Items returned without prior approval or without enough information to identify the order.
- Requests affected by product-specific restrictions or applicable hygiene considerations.
Contact client care before making assumptions about eligibility.
Tell us promptly when the delivery is not as expected.
If an item arrives damaged, incomplete or different from what was ordered, contact Novellea with clear details before discarding packaging or using the product. Our team may request photographs to understand what happened.
- Photograph the outer parcel, shipping label and visible packaging damage.
- Photograph the item, accessories and the specific area of concern.
- Keep all delivered contents together until review instructions are given.
- Do not attempt repairs, alterations or further testing unless advised.
What happens after an approved return.
Refund decisions are confirmed after the relevant review is complete. Timing can vary depending on receipt, inspection, payment provider and financial institution processing.
Processing times are not controlled by Novellea alone
Stage 01
Return receipt
The returned parcel must first be received and matched to the approved request before the review can continue.
Stage 02
Condition review
The item may be checked for completeness, condition and consistency with the information originally supplied.
Stage 03
Resolution confirmation
Client care will confirm the approved resolution and any relevant information about the refund or alternative outcome.
Stage 04
Payment-provider processing
When a refund is issued, it is generally directed to the original payment method. The time required for it to appear can vary by provider.
Clear answers before you send anything back.
Every request is reviewed in context. Contact client care whenever a product condition, hygiene concern or order circumstance is unclear.
How do I begin a return request?
Contact Novellea through the contact page with your order number, the item involved and the reason for your request. Wait for return guidance before sending the product.
Can an opened beauty tool be returned?
Eligibility can depend on the tool, whether it has been used, hygiene considerations, product condition and the circumstances of the request. Contact client care for an individual review.
Should I send the item to the Novellea business address?
Do not send a return to any address without confirmation. Client care will provide the appropriate instructions and destination when a return is approved.
Are original shipping costs always refunded?
Shipping-cost treatment can depend on the reason for the request, the approved resolution and the order circumstances. It should not be assumed to be automatically refundable.
How long will a refund take to appear?
Timing varies because a return may need to be received and reviewed before a refund is issued, and payment providers or financial institutions may require additional processing time.
What if my parcel appears lost or delayed?
Contact client care with the order details and any tracking information available. Standard Novellea shipping is generally expected within 3–5 business days, although carrier conditions can affect transit.
Let us review the details with you.
Before returning a facial tool, makeup applicator, cleansing device, grooming tool, styling tool or manicure accessory, contact Novellea so the correct next step can be confirmed.