Part 1 — Terms of Use

These are the terms of use (“Terms of Use”) for your use of services or features on the sites owned and controlled by Novela International Pte Ltd (“Novela”), including www.novela.com.sg (the “Sites”). We may add additional Sites from time to time as we expand our beauty offerings and these Terms of Use will govern those new Sites when added. You may be accessing our Sites from a computer or mobile phone device (through an iPhone application, for example) and these Terms of Use govern your use of our Sites and your conduct, regardless of the means of access.

We may interact with you through third-party platforms like social media pages, where we publish content and encourage your input, for example on sites like https://www.facebook.com/novelasg/ and https://www.instagram.com/sg.novela/. Our Sites feature guidelines and rules and regulations for our Social Sites and Interactive Services. Please note that NOVELA does not govern these Social Sites, and these Terms do not pertain to entities that NOVELA does not own or operate, or to the conduct of individuals who are not NOVELA employees. It is advisable to review the terms of use published on Social Sites.

1. General

   1. Scope. These Terms of Use apply to your access to and use of NOVELA Sites, including any orders placed for Products. By accessing or using NOVELA Sites, you agree to be bound by these Terms of Use, the Privacy Policy and any other policy referenced in these Terms of Use.

   2. Definitions. In these Terms and Conditions the following expressions shall have the following meanings:

      • "Customer" shall mean you and all other persons who purchase the Products under your Login.
      • "NOVELA" shall mean the seller of Products.
      • "NOVELA Member or Member"shall mean a Customer who has subscribed to and is currently active under either the VIP Silver or VIP Gold tier of the Novela Paid Membership Policy. For the avoidance of doubt, Guests are not Members.
      • "Business Day" shall mean Monday to Friday from 9 a.m. to 6 p.m. (excluding public holidays).
      • "Intellectual Property" shall mean all intellectual property rights of whatsoever nature, including (without limitation) patents, designs, present and future trademarks or copyright, whether or not registered or registrable by any means, and the right to file an application for registration thereof.
      • "Login" shall mean a Customer's access to NOVELA Sites.
      • "Product/Products" shall mean all the Products offered for sale on NOVELA Sites.
      • "Guest" shall mean a Customer who has registered for an account on NOVELA Sites but has not subscribed to a paid VIP tier under the Novela Paid Membership Policy. Guests may purchase Products at standard retail prices and are not entitled to VIP pricing, stamps, vouchers, complimentary deliveries or other Member rewards.
      • "Novela Paid Membership Policy or PMP" shall mean Novela's separate policy governing the VIP Silver and VIP Gold paid membership tiers, as set out in Part 2 of this document and as amended from time to time. Capitalised terms not defined in these Terms and Conditions shall have the meanings ascribed to them in the PMP.
      • "Refund Policy" shall mean Novela's Return, Exchange & Refund Policy applicable to Products purchased on NOVELA Sites, as amended from time to time and published on NOVELA Sites.
      • "Privacy Policy" shall mean Novela's Privacy Policy governing the collection, use, disclosure and processing of Customers' personal data in accordance with the Personal Data Protection Act 2012 (PDPA), as amended from time to time and published on NOVELA Sites.

   3. Order acceptance. All Products sold by NOVELA through the Sites are sold subject to these Terms and Conditions (including the Privacy Policy published on the Sites). By submitting your order for processing by NOVELA, you confirm and affirm that you have read, understood and agreed to these Terms and Conditions (including the Privacy Policy) in the form in which they appear at the time your order is submitted for processing.

   4. Order of precedence. These Terms and Conditions shall prevail over any other document purporting to have a contractual effect including any NOVELA store policy, except that where there is any inconsistency between these Terms and Conditions and a specific policy applicable to a particular product, programme, or service (including, without limitation, the Novela Paid Membership Policy), that specific policy shall prevail to the extent of the inconsistency.

   5. Registration. NOVELA has the absolute discretion to refuse the registration of a potential Customer for any reason whatsoever and to terminate the registration of any of its Customer for any reason whatsoever. In the case of Members, NOVELA's right to terminate the Customer's registration is subject to the additional notice, refund, and process requirements set out in the Novela Paid Membership Policy.

   6. Liability under Login. The Customer will be liable for every order made under his/her Login and agrees to defend, indemnify and hold harmless NOVELA (and to keep NOVELA indemnified and harmless) against any and all suits, proceedings, claims, damages, losses (including indirect and consequential losses), liability or costs suffered or incurred by NOVELA (or which may be suffered or incurred by NOVELA) arising out of or in connection with any orders or purchases made under the Customer's Login or the Customer's use of NOVELA Sites. The Customer shall be responsible for updating his/her registration information.

   7. Member benefits. Member rebates, VIP pricing, stamps, vouchers, complimentary deliveries and other Member benefits are available only to active Members during their Membership Period. Guests are not entitled to VIP pricing or Member rewards and may purchase Products at standard retail prices on NOVELA Sites. All Member benefits, including their accrual, validity, exclusions, clawback and forfeiture, are governed by the Novela Paid Membership Policy.

   8. Product images. All pictures and images displayed on NOVELA Sites are meant for illustration purposes. Product images provided on NOVELA Sites are provided to help recognise Products. Due to packaging redesign and improvements, these may not reflect exactly the package you receive.

   9. Membership accounts. Memberships (VIP Silver and VIP Gold) are personal to the registered Member and may not be shared, transferred, gifted, sold, or used by any other individual. Account sharing or impersonation may result in immediate suspension or termination of the Membership without refund, in accordance with the Novela Paid Membership Policy. This clause is in addition to, and does not limit, the Customer's liability for activity under his/her Login as set out above.

2. Price and Payment

   10. Prices and GST. Prices shown on NOVELA Sites are in Singapore Dollars (SGD) and are inclusive of prevailing Goods and Services Tax (GST) rate in Singapore, but do not include any applicable shipping or delivery fees. Delivery fees will be charged where applicable and will be included in the order total upon checkout. Prices or shipping fees are subject to change effective immediately upon posting of such price changes on NOVELA Sites or other form of notifications.
   11. Tiered pricing. Prices displayed on NOVELA Sites may vary based on the Customer's membership status. Active Members will see exclusive VIP pricing on eligible Products when logged into their account. Guests will see standard retail prices and are not entitled to VIP pricing or Member rewards. Membership subscription fees and benefits are governed exclusively by the Novela Paid Membership Policy and are not subject to clauses 10 and 11 of this 'Price and Payment' section.
   12. Pricing adjustments. NOVELA reserves the right to adjust product pricing and product details at any time without prior notice, and to correct any pricing errors that may occur.
   13. Accuracy of information. Although we aim to provide accurate descriptions for all products listed on our Sites, we cannot guarantee that the information, including descriptions, colours, pricing, promotions, and other content found on our Sites, is entirely accurate, up-to-date, or without mistakes. NOVELA reserves the right to rectify any errors, inaccuracies, or omissions, update or modify information, or cancel orders if any information on the Sites is found to be inaccurate, even after you have already placed your order, without any prior notification.
   14. Online vs retail store prices. The prices advertised on NOVELA Sites may differ from those charged at NOVELA Retail Stores.
   15. Discrepancies. Discrepancies between the order amount and the final checkout amount may be due to out-of-stock Products, substitutions, special offers, daily price changes and weighed items. NOVELA reserves the right to adjust the final checkout amount after the order amount is presented or conveyed to the Customer.
   16. Combination of offers. In the event of different special offers or promotions being made available to the Customer simultaneously for the same Product, the Customer may elect one such offer or promotion per Product but shall not be entitled to a combination of all such offers or promotions per Product.
   17. Variations. If the Customer requests a variation to the order which NOVELA accepts, then the price payable for the order will be adjusted accordingly to reflect the variation and shall be recorded on the final checkout amount presented to the Customer at the time of the variation.
   18. Stamps and vouchers. Novela's stamp and voucher scheme is governed exclusively by the Novela Paid Membership Policy and is available only to active Members. Guests are not eligible to earn or redeem stamps and vouchers. In all cases, membership fees, delivery charges, gift cards, returned items, cancelled orders, and items designated as clearance, promotional, or non-VIP at NOVELA's discretion are not eligible for stamp accrual.
   19. Buy 1 Free 1 and similar deals; cancellations. Buy 1 Free 1 and/or associated deals (Mix and Match, 3 for the Price of 2) can only be enjoyed by adding the free item to your cart. NOVELA will not be able to add missing items to a Customer's cart. Depending on the status of your order you will either be able to cancel your existing order or, if your order is already being processed, you may refund your order in any NOVELA Retail Store by following the Refund Policy. For the avoidance of doubt, once an Order has been confirmed by NOVELA, cancellation or modification of the Order (including changes to size, colour, quantity or shipping address) may not be permitted; refunds and exchanges, where eligible, are processed in accordance with the Refund Policy. Customers are encouraged to review their Order carefully before submitting payment. Please write in to wecare@novela.com.sg, and we will endeavour to reply within 2 Business Days.
   20. Returns hierarchy. Standard returns, exchanges and refunds (available to all Customers, including Guests) are governed by the Refund Policy (also titled the 'Return, Exchange & Refund Policy'), including the conditions, time-windows and exclusions stated therein. In addition, active Members enjoy a 14-day return and exchange privilege as set out in the Novela Paid Membership Policy. Where the Refund Policy and the Novela Paid Membership Policy overlap, the Novela Paid Membership Policy shall prevail in respect of Members.

3. Liability

   21. Cap on Product liability. The liability of NOVELA whether in contract, tort or otherwise for any loss, damage or injury arising directly or indirectly from any defect in or non-compliance of the Products or any other breach of NOVELA obligations hereunder shall not in any event exceed an amount equivalent to the price of the said defective or non-compliant Products paid by the Customer.
   22. Indirect loss. NOVELA shall not be liable for any consequential, indirect or special damage or loss of any kind whatsoever, nor shall NOVELA be liable for any damage or loss caused by the Customer or his/her servants, agents, buyers or other persons whatsoever.
   23. Use of Products. All Products should be used strictly in accordance with their instructions, precautions and guidelines. You should always check the ingredients of Products to avoid potential allergic reactions. The Customer expressly acknowledges and agrees that NOVELA assumes no obligation or liability for any advice or information given with the Products and we shall not be responsible for any inaccuracy or misstatement of any such information. The Products shall be accepted by the Customer entirely at the Customer's risk.
   24. Programme liability. Liability arising in connection with the Novela Paid Membership Programme (including its termination, suspension, or any change to its benefits) is governed by the Novela Paid Membership Policy in addition to this section, and the limitations in this section apply mutatis mutandis to such liability.

4. Intellectual Property

   4.1 Copyright

   All materials, including all copyright and any other proprietary rights, are the property of NOVELA, its content providers and/or third-party licensors. All rights are reserved. The materials cannot be reproduced, modified, transferred, distributed, republished, downloaded, posted or transmitted in any form or by any means including but not limited to electronic, mechanical photocopying or recording without the prior written permission of NOVELA. Without prejudice to the foregoing, you agree that the materials contained within or available through NOVELA Sites may not be used for commercial purposes or distributed commercially.

   4.2 Trademarks

   The trademarks, service marks, trade names and logos (“Trademarks”) used or appearing on NOVELA Sites are the property of NOVELA, its affiliates or third-party licensors. Nothing in your access or use of NOVELA Sites and/or the Interactive Sites shall be construed as granting, by implication, estoppel, or otherwise, any licence or right to use any of the Trademarks without the prior written permission of NOVELA (or, where applicable, the third-party owner of such Trademarks).

   4.3 Contributions to NOVELA

   All feedback, comments, information, ideas, suggestions, documents, and/or proposals (“Contributions”) provided to NOVELA by Customers, whether through NOVELA Sites, by email, in store, or by any other means, shall be deemed non-confidential and non-proprietary. The Customer hereby grants NOVELA a perpetual, irrevocable, worldwide, royalty-free, sub-licensable and transferable licence to use, reproduce, modify, adapt, publish, translate, distribute and display such Contributions for any purpose connected with NOVELA's business, without any obligation of attribution or compensation to the Customer. The Customer represents and warrants that he/she has all necessary rights to provide such Contributions and that they do not infringe any third-party rights.

5. Fraud Protection

   We check all received orders for fraud and other forms of unauthorised or illegal conduct as part of our order processing procedures. In cases where there is a suspicion of fraud, unlawful or unauthorised conduct, or when the transaction transgresses NOVELA's stated policies, we reserve the right to refuse to process the order. NOVELA reserves the right to reject your order or have a member of our Customer Service team contact you at the number given by you (or by email) to confirm your order. In the event that fraud or other unauthorised or unlawful conduct is detected, we have the right to terminate any accounts or refuse to ship to specific addresses. Where payment has been made using a fraudulent or unauthorised credit card or through any fraudulent transaction, NOVELA reserves the right to recover any monies paid, reverse any benefits or rewards granted, and pursue any remedies available at law.

6. Mobile App

   You are not allowed to copy or modify the app or any part of the app in any way. You are not allowed to attempt to extract the source code of the app, and you also should not try to translate the app into other languages or make derivative versions. The app itself, and all the trademarks, copyright, database rights, and other intellectual property rights related to it, still belong to Novela International Pte Ltd.

   Novela International Pte Ltd is committed to ensuring that the app is as useful and efficient as possible. For that reason, we reserve the right to make changes to the app or to charge for its services, at any time and for any reason. We will never charge you for the app or its services without making it very clear to you exactly what you are paying for.

   The NOVELA app stores and processes personal data that you have provided to us, to provide our Service. It is your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone’s security features and it could mean that the NOVELA app won’t work properly or at all.

   The app does use third-party services that declare their Terms and Conditions.

   Link to Terms and Conditions of third-party service providers used by the app

   • Google Play Services
   • Google Analytics for Firebase
   • Facebook

   You should be aware that there are certain things that Novela International Pte Ltd will not take responsibility for. Certain functions of the app will require the app to have an active internet connection. The connection can be Wi-Fi or provided by your mobile network provider, but Novela International Pte Ltd cannot take responsibility for the app not working at full functionality if you do not have access to Wi-Fi, and you don’t have any of your data allowance left.

   If you’re using the app outside of an area with Wi-Fi, you should remember that the terms of the agreement with your mobile network provider will still apply. As a result, you may be charged by your mobile provider for the cost of data for the duration of the connection while accessing the app, or other third-party charges. In using the app, you’re accepting responsibility for any such charges, including roaming data charges if you use the app outside of your home territory (i.e. region or country) without turning off data roaming. If you are not the bill payer for the device on which you’re using the app, please be aware that we assume that you have received permission from the bill payer for using the app.

   Along the same lines, Novela International Pte Ltd cannot always take responsibility for the way you use the app i.e. You need to make sure that your device stays charged – if it runs out of battery and you cannot turn it on to avail the Service, Novela International Pte Ltd cannot accept responsibility.

   With respect to Novela International Pte Ltd’s responsibility for your use of the app, when you’re using the app, it’s important to bear in mind that although we endeavor to ensure that it is updated and correct at all times, we do rely on third parties to provide information to us so that we can make it available to you.

   Novela International Pte Ltd accepts no liability for any loss, direct or indirect, you experience as a result of relying wholly on this functionality of the app.

   At some point, we may wish to update the app. The app is currently available on Android & iOS – the requirements for the both systems (and for any additional systems we decide to extend the availability of the app to) may change, and you’ll need to download the updates if you want to keep using the app.

   Novela International Pte Ltd does not promise that it will always update the app so that it is relevant to you and/or works with the Android & iOS version that you have installed on your device. However, you promise to always accept updates to the application when offered to you, We may also wish to stop providing the app, and may terminate use of it at any time without giving notice of termination to you. Unless we tell you otherwise, upon any termination, (a) the rights and licenses granted to you in these terms will end; (b) you must stop using the app, and (if needed) delete it from your device.

7. Changes to These Terms and Conditions

   We may update these Terms and Conditions from time to time. We will notify you of any changes by posting the updated Terms and Conditions on NOVELA Sites. For material changes that affect Members, we will provide at least fourteen (14) days' advance notice via the email address on file or through Novela's official channels, in accordance with the Novela Paid Membership Policy. Continued use of NOVELA Sites following the effective date of the changes constitutes acceptance of the revised Terms and Conditions.

   These Terms and Conditions are effective as of 29 April 2026.

8. Governing Law and Dispute Resolution

   These Terms and Conditions are governed by the laws of the Republic of Singapore. Any dispute arising out of or in connection with these Terms and Conditions or the use of NOVELA Sites shall first be raised with Novela's Customer Service at wecare@novela.com.sg. If unresolved, the dispute may be referred to the Consumers Association of Singapore (CASE) for mediation, and thereafter to the courts of Singapore, which shall have exclusive jurisdiction.

   These Terms are made available in English and Chinese for convenience only. In the event of any inconsistency, discrepancy or conflict between the two versions, the English version shall prevail.

9. Personal Data Protection (PDPA)

   Novela collects, uses, and processes personal data in accordance with the Personal Data Protection Act 2012 (PDPA) and Novela's Privacy Policy. Customers have the right to withdraw their consent and/or request deletion of their account at any time, by following the procedure set out in the Privacy Policy. Novela has designated a Data Protection Officer who may be contacted at dpo_nov@novela.com.sg for all PDPA and data-related enquiries.

10. Contact

    If you have any questions or suggestions about these Terms and Conditions, please contact us at wecare@novela.com.sg.

Part 2 — Novela Paid Membership Policy

The Novela Paid Membership Programme is offered exclusively by Novela International Pte Ltd to members who wish to enjoy premium privileges, exclusive pricing, and enhanced benefits across Novela's retail and online channels. This Policy governs our two paid membership tiers: VIP Silver and VIP Gold.

1. Membership Tiers

   Novela offers two paid membership tiers designed for different levels of engagement:

   VIP Silver — Quarterly Membership

   Ideal for members who prefer flexibility. Billed at SGD 60 per quarter, VIP Silver gives you access to storewide VIP pricing, stamps and reward vouchers, 2 complimentary deliveries per quarter for orders not entitled to free delivery, and 14-day return privileges throughout your active membership period.

   VIP Gold — Annual Membership

   Our most comprehensive tier for committed Novela shoppers. Billed at SGD 120 per year, VIP Gold gives you access to storewide VIP pricing, stamps and reward vouchers, Birthday Voucher Pack, 6 complimentary deliveries per year for orders not entitled to free delivery, and 14-day return privileges throughout your active membership period.

   Plan Comparison

   Benefit	VIP Silver	VIP Gold
   Membership Fee	SGD 60 / quarter	SGD 120 / year
   VIP Pricing	✓ Storewide	✓ Storewide
   Stamp Accrual	1 per SGD 100 spent	1 per SGD 100 spent
   Reward Voucher	SGD 25 per 5 Stamps	SGD 25 per 5 Stamps
   Welcome Bonus	—	2 Stamps
   Birthday Benefit	—	SGD 90 Birthday Pack
   Complimentary Deliveries	2 per quarter	6 per year
   Return Privilege	14-Day Returns & Exchanges	14-Day Returns & Exchanges

2. Membership Fees & Payment

   • VIP Silver: SGD 60 billed quarterly, in advance and in full.
   • VIP Gold: SGD 120 billed annually, in advance and in full.
   • Payment Methods: Accepted payment methods are as listed on Novela's website or app at the time of purchase.
   • Non-Refundable: Membership fees are strictly non-refundable once the Membership Period has commenced, except where required by applicable Singapore law or where Novela ends the membership without fault on the member's part.
   • Fee Revisions: Novela reserves the right to revise membership fees for future billing cycles, with at least fourteen (14) days' advance notice provided to active members, at any time.

3. Membership Period & Renewal

   • VIP Silver Period: One (1) calendar quarter from the date of confirmed payment.
   • VIP Gold Period: One (1) calendar year from the date of confirmed payment.
   • Auto-Renewal: Auto-renewal is active by default upon membership registration. If auto-renewal is active, your saved payment method will be charged automatically at the end of each Membership Period. Novela will use reasonable efforts to provide a reminder at least 7 days before renewal.
   • Cancellation of Auto-Renewal: Must be completed at least 24 hours before the next billing date.
   • Expiry: Upon expiry, all paid-member benefits shall cease immediately. Stamps and vouchers may be suspended and reinstated upon renewal of membership within 12 months from the expiry date.

4. Upgrading Your Membership

   Members may upgrade from VIP Silver to VIP Gold at any time during their active Membership Period. Upon upgrading, all existing account settings, purchase history, member information, and accumulated stamps are retained.

   • Upgrade Fee: Membership upgrades are not applied on a pro-rated or immediate basis. Any upgrade to VIP Gold will only be effective upon completion of the existing Membership Period.
   • VIP Gold Benefits: One (1) calendar year from the date of confirmed payment.
   • Welcome Pack: Welcome Pack (if any) is available to first time registration as a VIP Gold member only. It is not issued upon upgrade from Silver unless expressly stated by Novela.
   • Downgrade: Not permitted during active membership. Members may cancel their auto-renewal and select a different tier upon the end of its existing active membership.

5. VIP Pricing

   • Storewide Access: Paid members enjoy exclusive VIP pricing across eligible products. Novela reserves the right to adjust benefit offerings from time to time.
   • Personal Use Only: VIP pricing is granted for personal, non-commercial use only. Purchasing products for resale under VIP pricing is strictly prohibited and may result in immediate membership termination with no refund.
   • Exclusions: VIP pricing may not apply to certain promotional items, clearance stock, gift sets, or other items designated as non-VIP by Novela at its discretion.
   • Pricing Corrections: Novela reserves the right to correct pricing errors and cancel or refuse orders where an error, system fault, or typographical mistake has occurred.

6. Stamps & Reward Vouchers

   • Accrual Rate: 1 Stamp earned for every SGD 100 spent on Qualifying Purchases.
   • Reward Conversion: Every 5 Stamps entitle the member to a SGD 25 Novela Cash Voucher for use on future Qualifying Purchases.
   • Qualifying Purchases: Membership fees, delivery charges, gift cards, returned items and cancelled orders do not qualify for stamp accrual.
   • Validity: Stamps and vouchers are valid only during an active paid Membership Period. Upon expiry, such rewards may be suspended and reinstated upon renewal of membership within 12 months from the expiry date.
   • No Cash Value: Stamps and vouchers cannot be transferred, sold, exchanged for cash, or redeemed outside of Novela's platforms under any circumstances.
   • Clawback on Return: Stamps earned on a returned purchase will be voided. If already converted to a voucher, the voucher value will be deducted from the refund amount.

7. Welcome & Birthday Benefits

   VIP Gold — Welcome Bonus

   • New VIP Gold members receive 2 Welcome Stamps.
   • Welcome benefits are issued once upon first activation of VIP Gold and are not re-issued upon renewal, upgrade, downgrade, or reactivation unless expressly stated.
   • Welcome vouchers (if any) must be used within the active VIP Gold Membership Period.

   VIP Gold — Birthday Benefit

   • Eligible VIP Gold members receive a SGD 90 Birthday Voucher Pack issued during their birth month.
   • Members who join or update their date of birth during their birth month will receive the birthday benefit in the following calendar year.
   • Birthday benefits are based on the date of birth recorded in Novela's system, issued once per eligible member per calendar year, and are not replaceable if lost, expired, or consumed.
   • Update of incorrect date of birth requested by Members will not result in the reissuance of birthday benefits.
   • Novela reserves the right to request proof of date of birth before issuing birthday benefits.

8. Free Delivery

   • VIP Silver: 2 complimentary standard deliveries per membership quarter.
   • VIP Gold: 6 complimentary standard deliveries per membership year.
   • Eligible Orders: Applies to eligible online orders with standard delivery charges to residential or office addresses within Singapore only.
   • Exclusions: Does not cover same-day, express, or priority delivery; redelivery after failed delivery due to member error; or deliveries outside Singapore.
   • Non-Rollover: Unused free delivery entitlements are forfeited upon membership expiry or termination and will not roll over upon renewal or upgrade.
   • Redelivery Fees: Failed deliveries due to member’s error (e.g. wrong address or absent recipient) will incur a prevailing redelivery fee that cannot be offset by free delivery entitlements.

9. 14-Day Returns & Exchanges

   Paid members enjoy a 14-day return and exchange privilege, subject to all of the following conditions:

   • Item Condition: Must be unused, unopened, and in original manufacturer-sealed condition — including unbroken security seals, intact shrink wrap, and untampered batch code labels.
   • Time Window: Return requests must be initiated within 14 calendar days of purchase date (in-store) or delivery date (online), via email to wecare@novela.com.sg.
   • Return Authorisation Required: A formal Return Authorisation issued by Novela via email is required before returning any item. Submitting an email request does not constitute acceptance of a return.
   • Opened Products: Opened beauty products are non-returnable and non-exchangeable for hygiene reasons, unless confirmed as defective by Novela.
   • Refund Method: Approved refunds are processed to the original payment method. Delivery fees are non-refundable.
   • Processing Time: Refunds may take up to 14 Business Days from the date of Novela's Return Authorisation. Refunds are issued without interest.
   • Benefit Clawback: Stamps, vouchers, and VIP pricing benefits earned on a returned transaction may be reversed or deducted based on the final refund amount.

10. Membership Suspension & Termination

    Novela reserves the right to suspend or terminate any paid membership, without refund, where:

    • The member has engaged in fraudulent, abusive, or prohibited conduct including resale, account sharing, or manipulation of benefits.
    • A chargeback or unauthorised payment reversal is initiated against a membership fee payment.
    • False or misleading information was provided during registration or at any point during the Membership Period.
    • An abnormal purchase pattern or suspected resale activity is identified.

    Upon suspension or termination, all unused stamps, vouchers, delivery entitlements, and pending benefits are forfeited immediately with no right to compensation or refund.

11. Novela's Right to Terminate

    11.1 Termination of Individual Membership

    Novela reserves the right to terminate any individual paid membership for legitimate business, operational or legal reasons, or where the member is in breach of this Policy, including but not limited to breach of these Terms, suspected fraud or misuse, non-payment, abusive conduct, or any other circumstance that Novela reasonably considers warrants termination. Where termination is not due to member fault, Novela will provide at least fourteen (14) days' written notice to the member's registered email address.

    • Termination for Cause: Where membership is terminated due to fraud, misuse, breach, or prohibited conduct, termination is immediate and no advance notice is required. No refund of membership fees will be issued.
    • Termination Without Cause: Where Novela terminates a membership for operational, business, or strategic reasons unrelated to member fault, Novela will provide at least fourteen (14) days' advance notice and will provide a pro-rated refund of the unused membership fee for the remaining period.
    • Effect of Termination: Upon termination, all membership benefits, stamps, vouchers, delivery entitlements, and pending rewards cease. For terminations not due to member fault, members will be given thirty (30) days from the termination date to utilise any accrued stamps or vouchers, failing which such benefits will expire.
    • Re-Registration: Novela reserves the right to refuse re-registration to any member whose account was previously terminated for cause.

    11.2 Termination of the Membership Programme

    Novela reserves the right to discontinue, suspend, or terminate the Novela Paid Membership Programme — in whole or in part — at any time for legitimate business, operational, legal or regulatory reasons, including business reorganisation, strategic review, system migration, or compliance requirements.

    • Notice Period: In the event of full programme termination, Novela will endeavour to provide at least thirty (30) days' advance written notice to all active paid members via their registered email address or through Novela's official communication channels.
    • Pro-Rated Refund: Where the programme is terminated for reasons not attributable to member fault, Novela will provide a pro-rated refund of unused membership fees for the remaining active Membership Period, in accordance with applicable Singapore law.
    • Reward Forfeiture: Members will be given thirty (30) days from the date of programme termination to utilise any accrued stamps, vouchers, or issued benefits. Any unused benefits after such period will expire and will not be convertible to cash.
    • Limitation of Liability: To the fullest extent permitted by applicable Singapore law, Novela shall not be liable for any indirect or consequential loss arising from the termination of the Membership Programme. Nothing in this clause shall exclude or limit any liability that cannot be excluded under applicable law.

12. General Terms

    • Non-Transferable: Membership is personal to the registered member only and may not be shared, transferred, gifted, sold, or used by any other individual.
    • Account Accuracy: Members are responsible for keeping their account details, contact information, and date of birth accurate and current. Novela is not liable for missed benefits due to inaccurate member information.
    • Amendments: Novela reserves the right to amend this Policy at any time. For material changes, at least fourteen (14) days' advance notice will be provided. Continued use of membership benefits constitutes acceptance of the revised Policy.
    • Governing Law: This Policy is governed by the laws of the Republic of Singapore. Disputes shall first be raised with Novela's Customer Service at wecare@novela.com.sg, and if unresolved, may be referred to CASE or the Singapore courts.
    • PDPA: Personal data is collected and processed in accordance with the Personal Data Protection Act 2012. For data-related enquiries, contact: dpo_nov@novela.com.sg.

For membership enquiries: wecare@novela.com.sg

What Our Privacy Policy Covers

This privacy statement applies to NOVELA operations in the countries that we operate in and to the personal information that NOVELA collects in a variety of contexts, both online and offline, such as when you access or use our websites, native mobile applications (referred to as "NOVELA Mobile Apps"), or any other applications or services that link to this privacy statement; when you visit one of our stores; when you communicate with us; when you make purchases from our third-party partners; and when you interact with us.

For certain activities, initiatives, and products, we might present alternative or additional privacy statements. We may also provide "just-in-time" notices that can further explain or expand on our privacy policies and provide you with more options regarding personal information that you may provide to us.

Links to websites and/or apps run and maintained by third parties may be found on our websites. Please be aware that we have no control over the privacy policies and procedures employed by websites or applications that we do not own. We advise you to look over such third parties' privacy policies.

These Terms are made available in English and Chinese for convenience only. In the event of any inconsistency, discrepancy or conflict between the two versions, the English version shall prevail.

1. Collection and Use of personal data

   1. We will only use or disclose your personal data with your consent or as authorized by applicable laws and regulations. The personal data collected may include:
      • Name
      • Gender
      • Date of Birth
      • Home/ Delivery Address
      • Email Address
      • Contact Number
      • Account ID (and, for active Members under the Novela Paid Membership Policy, a Member ID)
   2. By registering for an account (whether as a Guest or as a Member under the Novela Paid Membership Policy), or by purchasing any Products or services on NOVELA Sites, you consent to our collection, use and disclosure of your personal data for any or all of the service-related purposes specified in paragraph (b) below. Marketing-related uses (paragraph (c) below) require your separate, opt-in consent and may be withdrawn at any time:
      • Administer, maintain, update and/or process your online account with NOVELA
      • Provide the Products or services purchased from us online (and for all other matters relating to such purchase, including following up with you on Product/service delivery)
      • Verify and carry out financial transactions in relation to payments made for online purchases from NOVELA
      • Managing, investigating or responding to feedback, request, claims or complaints provided or made by Customer
      • Audit the downloading of data from our website
      • Improve or customize the layout or content of our website
      • Identify visitor to our website; and making such disclosures as may be required for: (i) any of the above purposes; (ii) as required by law; (iii) as requested by any law enforcement or government or regulatory authority; or (iv) in respect of any queries, feedback, complaints or claims made by you, or any potential data breach or leakage.
   3. Subject to your separate, clearly identified opt-in consent (which you may withdraw at any time without affecting the lawfulness of processing prior to withdrawal), we may collect, use and disclose your personal data for any or all of the marketing-related purposes specified below:
      • Deliver marketing or promotional materials relating to our Products, services or special offers (and other information which you have requested)
      • Inform you of updates to our Sites
      • Provide information or services relating to our Products, promotions or offers; or
      • Conduct market surveys, research or data mining to provide you with a more personalized experience in respect of our website, mobile applications, Products, services and/or your online membership account with us.
      You agree that we may disclose, transfer and share (whether in Singapore or abroad) your personal data amongst the Business Units and/or direct holding company (including but not limitation to Henatenn Holdings Pte Ltd ("Affiliate")) for the purposes in this Privacy Policy, including (without limitation) storing, processing and enabling access to your personal data under a single Customer database used by us (across our organization and all Business Units) and our Affiliate. Where personal data is transferred outside Singapore, NOVELA shall ensure that the recipient is bound by legally enforceable obligations to provide a standard of protection at least comparable to that under the Personal Data Protection Act 2012, in accordance with Section 26 of the PDPA and the Personal Data Protection (Transfer of Personal Data) Regulations.
   4. You further agree that we may disclose and transfer (whether in Singapore or abroad) your personal data to our Affiliate (defined above), and/or to third party services providers engaged by us to provide:
      • Customer database management services,
      • Customer contact services (and service providers may contact you regarding promotions, Products rewards, vouchers and redemption letters and Customer service on behalf of us),
      • Secure data disposal services,
      • Any assistance in relation to the provision of our Products or services to you (including, without limitation, processing, effecting and verifying sales, orders, refunds and/or exchanges relating to Products available for sale in our stores or through our website, and other Customer service),
      • Hosting, maintenance and/or support services in respect of our website, mobile applications and/or your online account; and/or
      • Any other front-end, back-end or ancillary services required directly or indirectly to enable us to carry out any of the purposes specified at Paragraphs a and c (or a directly related purpose) ("Third Party Service Providers").
      These Third-Party Service Providers are under a duty of confidentiality to us and/or our Affiliate and are only permitted to use your personal data in connection with the purposes specified in this Privacy Policy, and not for their own purposes (including direct marketing).
   5. Your personal data will be retained by us and will be accessible to our authorized employees, our Affiliate and Third-Party Service Providers engaged by us for any of the purposes stated in this Privacy Policy. You authorize us to (a) disclose all or any of your personal data to such third parties, and (b) collect your personal data from any other sources available to us (including credit referral agencies).
   6. Insufficient or incorrect personal data provided to us by you may result in delays or failure in providing the Products or services purchased by you.

2. Confidentiality of personal data

   1. Personal data provided to us by Customer or visitor to this website will be kept confidential and will only be disclosed for the purposes stated in this Privacy Policy. We may disclose personal data to third parties who perform certain tasks relating to the provision of our Products or services to our Customer or to visitors of NOVELA Sites. All such third parties are required by us to use the personal data strictly to provide the Products or services and are required to maintain the confidentiality of the personal data.
   2. Any questions, comments, suggestions or information (other than personal data) sent or posted to NOVELA Sites by Customer or visitor will be deemed voluntarily provided to us on a non-confidential and non-proprietary basis. We may use, reproduce, disclose, transmit, publish, broadcast or post elsewhere such information in connection with the development, manufacture and marketing of Products or services, to meet the needs of our Customer or visitor or for any other purpose.
   3. We will only disclose your personal data without notice to you if required to do so by law, or in the good faith belief that such disclosure is necessary to:
      • Comply with legal process, or under compulsion of an order of court or governmental agency served on us or NOVELA International Pte Ltd
      • Protect our rights, property or safety or that of or NOVELA International Pte Ltd, its employees, Customer, visitor or others
   4. This Privacy Policy applies only to personal data collected via NOVELA Sites. We are not responsible for the privacy practices or policies of other websites accessible via NOVELA Sites. By activating a link (e.g. by clicking on the banner of an advertiser), you leave NOVELA Sites and we do not have control over any personal data or any other information you give to any other person or entity after you have left this website.
   5. This Privacy Policy is governed by, and shall be construed in accordance with, the laws of the Republic of Singapore. Any data-related dispute or query should first be raised with our Data Protection Officer at dpo_nov@novela.com.sg. The governing law and jurisdiction applicable to the Terms of Use and the provision of NOVELA's services are set out separately in the Terms of Use and shall prevail in respect of those matters. Failure by us to enforce a right does not result in waiver of such right. Customers may not assign or transfer their rights under this Privacy Policy.
   6. We may amend this Privacy Policy from time to time. We will notify Customers of any changes by posting the updated Privacy Policy on NOVELA Sites. For material changes (including changes that affect the scope of consent previously given), NOVELA will provide at least fourteen (14) days' advance notice via the email address on file or through NOVELA's official channels, and where required by law shall obtain fresh consent before the change takes effect. The latest version of this Privacy Policy supersedes all previous versions.

3. Withdraw Consent and/or delete account

   If you wish to no longer allow us to collect, use, and/or share your Personal Data, or if you want to close your account with us, you can send a written request to wecare@novela.com.sg, click "unsubscribe" on a marketing email, replying STOP to a text message, or log in to NOVELA mobile app or website and submit Account Deletion under My Profile page. Any membership fee will not be refunded if Account Deletion is submitted.

   Please note that we may need additional information from you to confirm your identity and understand your request, and to process and fulfil your request. We will handle your request within a reasonable timeframe and will refrain from collecting, using, and/or disclosing your Personal Data in the manner you requested, unless we are required or permitted to do so by law.

   However, please be aware that withdrawing your consent and/or deleting your account may have legal implications, which could mean we are unable to complete a transaction, continue our relationship with you, or send you requested information, depending on the scope of your request.

4. Log Data

   Whenever you use our Service, in a case of an error in the app we collect data and information (through third-party products) on your phone called Log Data. This Log Data may include information such as your device Internet Protocol ("IP") address, device name, operating system version, the configuration of the app when utilizing our Service, the time and date of your use of the Service, and other statistics.

5. Cookies

   Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the websites that you visit and are stored on your device's internal memory.

   This Service does not use these "cookies" explicitly. However, the app may use third-party code and libraries that use "cookies" to collect information and improve their services. You have the option to either accept or refuse these cookies and know when a cookie is being sent to your device. If you choose to refuse our cookies, you may not be able to use some portions of this Service.

6. Security

   We appreciate your confidence in sharing your Personal Information with us, and therefore we are committed to using commercially reasonable methods to safeguard it. However, it's important to note that no method of transmitting information over the internet or storing data electronically can be considered completely secure or foolproof. As a result, we cannot guarantee the absolute security of your information.