Refund Policy

Return, Exchange & Refund Policy

This Refund Policy forms part of, and should be read together with, Novela's Terms of Use, the Novela Paid Membership Policy, and the Novela Privacy Policy. Capitalised terms used but not defined in this Refund Policy shall have the meanings ascribed to them in the Terms of Use. References to a “Member” mean an active VIP Silver or VIP Gold subscriber under the Novela Paid Membership Policy; all other registered Customers (other than Members) are referred to as “Guests”.

  1. NOVELA aims 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, 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 e-mail at wecare@novela.com.sg. Return, exchange or refund 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    • If any Products have been delivered in a damaged condition, or if the Product is out of date; or if a Product which was ordered and invoiced is not included in the delivery; or if the wrong Product is delivered, NOVELA shall either refund the Customer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. If the Customer has open the product, NOVELA shall reserve the right to collect payment from the Customer based on the selling price of the product.

  3. Special clearance or promotional products 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 If you have received a Product that is damaged, incorrect, missing from your order, or out of date, you may request a refund or exchange within 7 days from the date of receipt.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. Active Members enjoy a 14-day return and exchange privilege as set out in the Novela Paid Membership Policy. Where this Refund Policy and the Novela Paid Membership Policy overlap, the Novela Paid Membership Policy shall prevail in respect of Members. NOVELA may require Customers to first obtain a formal Return Authorisation by email before any Product is returned.

    • All returned items must be unopened, unused and 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 may amend or update this Refund Policy from time to time. For material changes, NOVELA will provide at least fourteen (14) days' advance notice via NOVELA Sites and to the Customer's registered email address (where applicable), in line with the change-of-terms standard set out in the Terms of Use and the Novela Paid Membership Policy.

  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.

Relationship to Other Policies

This Refund Policy is supplemental to, and should be read together with, the Novela Terms of Use (which set out general matters such as registration, pricing, and account use), the Novela Paid Membership Policy (which sets out the 14-day return and exchange privilege available to Members) and the Novela Privacy Policy (which sets out how Customers' personal data is collected, used and disclosed in connection with refunds and exchanges). In the event of any inconsistency between this Refund Policy and the Novela Paid Membership Policy in respect of a Member, the Novela Paid Membership Policy shall prevail.

Governing Law and Dispute Resolution

This Refund Policy is governed by the laws of the Republic of Singapore. Any dispute arising out of or in connection with this Refund Policy 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.

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.