Refund policy

Return & Refund Policy

At NOVAÉ, we want you to be satisfied with your purchase. If you receive an incorrect, damaged, or defective item, please contact us as soon as possible after delivery.

Damaged, defective or incorrect items
Please contact us within 48 hours of receiving your order and provide your order number, a description of the issue, and clear photos or video showing the product and packaging. Once reviewed and approved, we will advise you on the appropriate replacement or refund process.

Change of mind
Change-of-mind returns are not automatically accepted. If you wish to request a return, please contact us before returning any product. Any approved return must be unused, in its original condition and packaging, with all accessories included.

Non-returnable items
For hygiene and safety reasons, personal-care products that have been opened, used, or had their hygiene seal removed cannot normally be returned unless they are defective or incorrect.

Cash on Delivery orders
Customers are requested to provide an accurate delivery address and reachable UAE phone number. Once an order has been dispatched, cancellation may not be possible.

Refunds
Approved refunds will be processed after the returned item or supporting evidence has been reviewed. Where applicable, refunds will be issued using an appropriate available refund method. Processing times may vary depending on the payment method.

Cancellations
If you need to cancel an order, please contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has been dispatched.

Contact us
For return, refund, or cancellation requests, please contact NOVAÉ using the contact details provided on our website.

This policy does not limit any rights available to customers under applicable UAE consumer protection laws.