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 a Customer with an active VIP Gold, VIP Lite Pass or VIP Silver membership under the Novela Paid Membership Policy; all other registered Customers (other than Members) are referred to as “Guests”.

Statutory rights: Nothing in this Refund Policy excludes or limits any consumer right or remedy that cannot be excluded or limited under applicable Singapore law, including rights concerning defective or non-conforming goods. The time limits, product condition requirements, clearance and promotional exclusions, delivery charge provisions and refund conditions below apply subject to those rights.

1. Although 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, is entirely accurate, up to date or free from errors. 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 an order has been placed and without prior notice.

2. NOVELA shall use its best efforts to ensure that orders are fulfilled correctly. Should there be any discrepancy, please notify us by email at wecare@novela.com.sg. A return, exchange or refund may can be arranged under the following circumstances:

   • If any Product is delivered in a damaged condition or is out of date, if an ordered and invoiced Product is missing from the delivery, or if the wrong Product is delivered, NOVELA shall either refund the Customer the value of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 not included in the Customer's order is delivered to the Customer, NOVELA shall collect the Product from the Customer. If the Customer has opened the Product, NOVELA reserves the right to collect payment from the Customer based on the selling price of the Product.

3. Special clearance or promotional products are strictly non-exchangeable and non-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, please contact our Customer Service team at wecare@novela.com.sg within 7 days from the date of receipt to request a refund or exchange. This reporting period does not limit statutory consumer rights. Among the plans available for purchase from 28 September 2026, only VIP Gold includes the 14 day return and exchange privilege under the Novela Paid Membership Policy. Existing active VIP Silver members retain that privilege until their original membership expiry date. VIP Lite Pass does not include that privilege. Where the policies overlap on membership privileges, the Novela Paid Membership Policy shall prevail. NOVELA may require Customers to obtain a formal Return Authorisation by email before returning any Product.

   • 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.
   • Except for eligible returns and exchanges under the 14 day membership privilege, exchanges or replacements are available in the circumstances described above, including damaged, incorrect, missing or out of date Products. Please contact our Customer Service team via the channels stated above for assistance and further instructions. Statutory consumer rights are not affected.
   • 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 an Order once the Order has been confirmed. This includes changes to size, colour, quantity and shipping address. Customers should therefore check their order carefully before proceeding with 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 credited without interest to the same payment method used for the Order or provided in the form of store credit, at NOVELA's sole discretion. Customers who no longer have access to the original payment method will need to contact the relevant bank or payment provider to claim the funds after the refund is issued. Please allow approximately 14 Business Days for the refund to be credited.

Relationship to Other Policies

This Refund Policy is supplemental to, and should be read together with, the Novela Terms of Use, the Novela Paid Membership Policy and the Novela Privacy Policy. Among the plans available for purchase from 28 September 2026, only VIP Gold includes the 14 day return and exchange privilege. Existing active VIP Silver members retain that privilege until their original membership expiry date under the transition arrangements. VIP Lite Pass does not include this privilege; its members remain eligible for the standard remedies in this Refund Policy and retain their statutory consumer rights. In the event of any inconsistency between this Refund Policy and the Novela Paid Membership Policy concerning membership privileges, 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.

This Refund Policy is 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

10. NOVELA does not warrant that the quality of the Products purchased from NOVELA 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.

11. 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, merchantability or otherwise of the Products supplied, are expressly excluded.

12. No representative of NOVELA is authorised to make any warranties, representations or statements regarding the Products, and NOVELA shall not be bound by any such unauthorised warranties, representations or statements.