Refund & Return Policy

Last updated: July 20, 2026

At Novelle Health, we want you to be satisfied with your purchase. This policy explains when and how you can return an item, request a refund, and what to expect in each case. Please read it carefully before placing an order. All prices and refunds are handled in U.S. dollars (USD).

Because our products are sourced through international suppliers and shipped directly to you, please review our Shipping Policy as well, as delivery timelines are longer than a domestic-stock store.

1. Return windows (please note the two are different)

a) Change-of-mind returns (non-defective items). You may request a return for an item you simply no longer want within 14 days of delivery. The item must be unused, in its original condition, with all packaging, tags, and protective seals intact.

b) Defective, damaged, or incorrect items. If your item arrives defective, damaged, or is not what you ordered, you must contact us within 48 hours of delivery at help@novellehealthstore.com, including your order number and clear photos of the issue. Reporting within this window allows us to resolve the problem quickly at no cost to you.

2. Product condition requirements

To be eligible for a change-of-mind return, an item must be:

• Unused, unworn, and unwashed.
• In its original packaging, with all tags, labels, and seals attached.
• Free of any damage caused after delivery.

We reserve the right to decline a return or reduce a refund if an item is returned outside these conditions.

3. How to start a return (step by step)

1. Email us at help@novellehealthstore.com within the applicable window above.
2. Include your order number, the item(s) you wish to return, and the reason. For defective or damaged items, attach clear photos.
3. Wait for our reply. We will confirm whether your return is approved and send you return instructions and the correct return address.
4. Ship the item back using the method we provide. Do not send items back before receiving confirmation, as unauthorized returns cannot be processed.
5. Once we receive and inspect the item, we will notify you of the outcome and process your refund if approved.

4. Who pays for return shipping

• Change-of-mind returns: the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
• Defective, damaged, or incorrect items: Novelle Health covers the return shipping cost. Where applicable, we will provide a prepaid return label or refund your return shipping.

5. Refund timing and method

Once your return is approved and inspected, we will issue your refund to your original payment method. Please allow 5 to 10 business days for the funds to appear in your account, depending on your bank or card issuer.

If you prefer, you may request store credit instead of a refund to your original payment method. Store credit is issued as a code you can apply to a future order.

6. Items that cannot be refunded or returned

For hygiene, safety, and practical reasons, the following are final sale and cannot be returned or refunded unless they arrive defective or damaged:

• Personalized or custom-made items.
• Personal care and intimate hygiene products once opened or used.
• Perishable goods.
• Digital products and downloadable items.
• Gift cards.
• Items marked as clearance or final sale.

7. Late or missing refunds

If you have not received an approved refund after 10 business days, first check with your bank or card issuer, as processing times vary. If you still need help, contact us at help@novellehealthstore.com and we will look into it.