Return, Exchange & Refund Policy

1. NOVELA aims to provide accurate descriptions for all products listed on our Sites, we cannot guarantee that the information, including descriptions, colors, pricing, promotions, and other content found on our Sites, are 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.

2. NOVELA shall use its best efforts to ensure that orders are fulfilled correctly. Should there be any discrepancy, please notify us either by e-mail at wecare@novela.com.sg. Returns/Refunds can be arranged under the following circumstances:

   • If any Products have been delivered in a damaged condition, or if the Product is out of date; or if a Product which was ordered and invoiced is not included in the delivery; or if the wrong Product is delivered, NOVELA shall either refund the Customer the value of that Product, or replace the Product.
   • If any Product which was not included in the Customer order is delivered to the Customer, NOVELA shall collect the Product from the Customer.

3. Special clearance/ promotional products or products purchased during Member-exclusive events are strictly not exchangeable nor returnable.

4. Products must be returned with any free gift(s) and/or voucher(s) received by you with respect to the returned Product.

5. If you have received a damaged or incorrect item, you may request a refund or exchange within 7 days from the date of receipt. To initiate an exchange or return & refund request, please contact our Customer Service team via email at wecare@novela.com.sg.

   • All returned items must be in their original condition and packaging. Customers are responsible for the cost of returning the product(s) to our designated warehouse. Please note that all delivery charges are non-refundable.
   • Refund cases will be assessed and processed on a case-by-case basis and are subject to inspection of the returned item(s). NOVELA reserves the right to reject refund requests that do not meet the conditions outlined above.
   • Exchanges are strictly limited to cases where the product received is either damaged upon delivery or incorrect. For such cases, please contact our Customer Service team promptly via the channels stated above for assistance and further instructions.
   • NOVELA reserves the right to amend or update this policy at any time without prior notice.

6. NOVELA does not accept any cancellation or modification of Order once we have confirmed the Order, this includes size, colour, quantity and shipping address. Hence, it is important that you check your order before proceeding with the payment.

7. If an order is returned to our warehouse due to unsuccessful delivery attempts by the courier service, the order will be automatically cancelled, and a refund will be issued to the original payment method.

   Please note that delivery charges are non-refundable, and the refund amount will be processed net of any applicable shipping fees incurred. NOVELA reserves the right to determine the final refund amount based on the condition of the returned item(s).

8. Notwithstanding that the Order has been accepted and confirmed, NOVELA reserves the right to cancel the Order or any part thereof . NOVELA will inform you of any such cancellation via email and will refund you accordingly without interest.

9. Refunds will be either credited without interest into the same payment mode that was used for the Order or provided in the form of store credit, at NOVELA’s sole discretion. Customer who no longer has access to the same payment method used for the Order will need to contact the bank or agency of the original payment method to claim the funds after the refund is sent. Please note that it takes approximately (14 Business Days) for a credit return to your bank account to be effective.

Merchandise Warranties

1. NOVELA does not warrant that the quality of the Products purchased on NOVELA E-commerce will meet your needs or expectations after any form of misuse, abuse, normal wear and tear, Product mishandling, misguided usage and deviation from printed instructions.

2. To the extent permitted by law, all warranties, descriptions, representations or advice given as to the fitness or suitability for any purpose, tolerance to any conditions, similarity to sample, merchant-ability or otherwise of the Products supplied, are expressly excluded.

3. No representative of NOVELA is authorized to make any warranties, representations or statements regarding the Products and NOVELA shall not in any way be bound by any such unauthorized warranties, representations or statements.