Terms and Membership Policy

Updated: September 2026

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 with an active VIP Gold, VIP Lite Pass or VIP Silver membership under the Novela Paid Membership Policy. For the avoidance of doubt, Guests are not Members.
      • "Voucher" means any coupon, cash voucher, reward cash voucher, discount voucher, promotional voucher or other voucher or similar instrument issued or made available by NOVELA from time to time, whether in physical, electronic or any other form, which may be used or redeemed subject to the applicable terms and conditions.
      • "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 VIP Gold, VIP Lite Pass and the transition arrangements for existing VIP Silver memberships, 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, according to the benefits included in their tier. VIP Lite Pass includes VIP pricing only. 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. VIP Gold, VIP Lite Pass and existing VIP Silver memberships are personal to the registered Member. Membership sharing, third-party use and disclosure of membership credentials for third-party use are prohibited as set out in Part 2, Section 12. Suspected breaches may result in immediate suspension pending review; established breaches may result in termination under Part 2, Sections 10 and 11. This clause does not limit the Customer's responsibilities for activity under their Login.

  2. Price and Payment

    1. 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.
    2. 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 by the Novela Paid Membership Policy; the Product pricing provisions in this section do not determine membership fees or benefits.
    3. 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.
    4. 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.
    5. Online vs retail store prices. The prices advertised on NOVELA Sites may differ from those charged at NOVELA Retail Stores.
    6. 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.
    7. 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.
    8. 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.
    9. Stamps and vouchers. Novela's stamp and voucher scheme is governed exclusively by the Novela Paid Membership Policy and is available only to active VIP Gold members and existing active VIP Silver members. VIP Lite Pass members and Guests are not eligible to earn or redeem membership 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.
    10. 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.
    11. Returns hierarchy. Standard returns, exchanges and refunds available to all Customers, including VIP Lite Pass members and Guests, are governed by the Refund Policy, including its conditions, time windows and exclusions. 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 this privilege until their original membership expiry date under the transition arrangements in Part 2. VIP Lite Pass does not include this privilege. Where the Refund Policy and the Novela Paid Membership Policy overlap on membership privileges, the Novela Paid Membership Policy shall prevail. Nothing in these policies excludes or limits statutory consumer rights under applicable Singapore law.

  3. Liability

    1. 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.
    2. 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.
    3. 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.
    4. 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.

    The revised VIP Gold Welcome Benefits apply from 8 September 2026. VIP Lite Pass and the closure of VIP Silver purchases and renewals apply from 28 September 2026. Existing active VIP Silver memberships remain subject to the transition arrangements in Part 2.

  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 VIP Gold, VIP Lite Pass from 28 September 2026, and existing VIP Silver memberships under the transition arrangements below.

  1. Membership Tiers

    From 28 September 2026, the plans available for purchase are VIP Lite Pass and VIP Gold. VIP Silver is no longer available for purchase or renewal. Existing VIP Silver memberships are covered by the transition arrangements below.

    VIP Silver: Existing Memberships

    VIP Silver memberships purchased or renewed before 28 September 2026 at SGD 60 per quarter remain valid until their original expiry dates. Existing active VIP Silver members retain their existing VIP pricing, stamp and reward voucher benefits, original allocation of 2 complimentary deliveries per membership quarter, and 14 day return and exchange privilege until expiry, subject to the applicable benefit conditions. Complimentary deliveries apply to orders not otherwise entitled to free delivery; unused deliveries remain within the original allocation and are not reset. VIP Silver cannot be purchased or renewed from 28 September 2026 and will not be automatically converted to VIP Lite Pass.

    VIP Lite Pass Two Month Membership

    Available from 28 September 2026, VIP Lite Pass costs SGD 30 for two calendar months and can be purchased in store and online. It includes exclusive VIP pricing on eligible products only, subject to Section 5. It does not include stamp accrual or redemption, reward vouchers, Welcome or Birthday Voucher Packs, complimentary delivery entitlements, the 14 day membership return and exchange privilege, VIP Privilege campaigns or any other VIP Gold benefits. Standard remedies under the Refund Policy and statutory consumer rights remain available.

    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, a Welcome Voucher Pack for eligible new members, 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: 8 to 27 September 2026

    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 Benefit — SGD 160 Welcome Pack
    Birthday Benefit — SGD 90 Birthday Pack
    Complimentary Deliveries 2 per quarter 6 per year
    Return Privilege 14-Day Returns & Exchanges 14-Day Returns & Exchanges

    Plan Comparison: From 28 September 2026

    Benefit VIP Lite Pass VIP Gold
    Membership Fee SGD 30 / 2 months SGD 120 / year
    VIP Pricing ✓ Storewide ✓ Storewide
    Stamp Accrual Not included 1 per SGD 100 spent
    Reward Voucher Not included SGD 25 per 5 Stamps
    Welcome Benefit Not included SGD 160 Welcome Pack
    Birthday Benefit Not included SGD 90 Birthday Pack
    Complimentary Deliveries Not included 6 per year
    Return Privilege Not included Returns and exchanges within14 days
    VIP Privilege Campaigns Not included Included subject to terms

    Gold Welcome Benefits apply to eligible new Gold members from 8 September 2026, subject to Section 7. Previously issued benefits remain unaffected. VIP pricing is subject to Section 5; delivery and return privileges are subject to Sections 8 and 9. VIP Lite Pass does not include VIP Privilege campaigns. VIP Gold participation is subject to each campaign’s terms. Existing VIP Silver members retain their existing campaign eligibility until membership expiry.

  2. Membership Fees & Payment

    • VIP Silver: Previously SGD 60 per quarter, paid in advance and in full. No new purchases or renewals are available from 28 September 2026.
    • VIP Lite Pass: SGD 30 for a Membership Period of two calendar months, payable in advance and in full. Available from 28 September 2026.
    • 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 may revise membership fees for future billing cycles at any time by providing active members with at least fourteen (14) days' advance notice.

  3. Membership Period & Renewal

    • VIP Silver Period: One (1) calendar quarter from the date of confirmed payment. Existing VIP Silver memberships remain valid until their original expiry dates and cannot be renewed on or after 28 September 2026.
    • VIP Lite Pass Period: Two (2) calendar months from the date of confirmed payment. The commencement and expiry dates will be displayed in the membership confirmation and member account.
    • VIP Gold Period: One (1) calendar year from the date of confirmed payment, except for upgrades under Section 4, where the Gold Membership Period starts after the current tier expires.
    • Auto-Renewal: Auto-renewal is active by default for VIP Gold. VIP Silver automatic renewals cease from 28 September 2026. Where auto-renewal applies, your saved payment method will be charged automatically at the end of the Membership Period. Novela will use reasonable efforts to provide a reminder at least 7 days before renewal. VIP Lite Pass does not renew automatically.
    • Cancellation of Auto-Renewal: Where auto-renewal applies, cancellation 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. Purchasing VIP Lite Pass does not reinstate stamp or voucher benefits, as these are not included in Lite.

  4. Upgrading Your Membership

    Members may arrange an upgrade from VIP Silver or VIP Lite Pass to VIP Gold during their active Membership Period. The upgrade takes effect only after the current Membership Period ends. All existing account settings, purchase history, member information, and any 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: The Gold Membership Period and benefits commence after the existing Silver or Lite Membership Period ends. The one-year Gold Membership Period is calculated from that commencement date, not the date of advance upgrade payment.
    • Welcome Pack: Welcome Benefits are available only upon first eligible activation of VIP Gold. Having previously held VIP Lite Pass does not affect eligibility for Gold Welcome Benefits. Existing VIP Silver members who upgrade to VIP Gold are not entitled to the Welcome Voucher Pack, unless expressly stated by Novela.
    • Downgrade: Not permitted during active membership. Members may cancel auto-renewal where applicable and select a plan available for purchase after their current membership expires. VIP Silver will no longer be available for purchase or renewal from 28 September 2026.

  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 for personal, non-commercial use only. Using membership benefits to purchase products for resale or to operate a commercial purchasing service for others, including through social media or messaging groups, is prohibited. Suspension and termination are governed by Sections 10 and 11.
    • 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

    This section applies to active VIP Gold members and existing active VIP Silver members. VIP Lite Pass does not include stamp accrual or 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 VIP Gold or existing VIP Silver Membership Period. Upon expiry, such rewards may be suspended and reinstated upon renewal of membership within 12 months from the expiry date. Purchasing VIP Lite Pass does not reinstate these benefits.
    • 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.

    *NOVELA may designate VIP Day or other promotional events during which Stamp accrual is suspended for all purchases and the use of all Vouchers is suspended, with alternative rewards or benefits offered to eligible members under the applicable campaign terms. Stamps and Vouchers already earned or issued remain valid and their validity is not affected, but cannot be used during the designated event period.

  7. Welcome & Birthday Benefits

    VIP Gold — Welcome Benefits

    • From 8 September 2026, eligible new VIP Gold members receive a Welcome Voucher Pack with a total face value of SGD 160, comprising four SGD 10 off SGD 100 vouchers and twelve SGD 10 off SGD 200 vouchers. The two bonus welcome stamps will no longer be issued to new Gold members from that date. Bonus stamps and vouchers already issued before the change remain unaffected and continue to be subject to their existing terms and validity.
    • Welcome benefits are issued once upon first eligible activation of VIP Gold. They are not re- issued upon renewal, downgrade or reactivation. Eligibility upon upgrade is governed by Section 4.
    • 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.
    • Eligible VIP Gold 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 VIP Gold member per calendar year, and are not replaceable if lost, expired, or consumed.
    • Update of incorrect date of birth requested by VIP Gold 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

    • Existing VIP Silver: Any unused complimentary standard deliveries within the original allocation of two per membership quarter remain available until membership expiry.
    • VIP Lite Pass: Complimentary delivery entitlements are not included.
    • 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. Returns and Exchanges Within 14 Days

    Among the plans available for purchase from 28 September 2026, the 14 day return and exchange privilege is included only in VIP Gold. Existing active VIP Silver members retain this privilege until their original membership expiry date. Eligible members must comply with 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.

    VIP Lite Pass does not include this membership privilege. VIP Lite Pass members and Guests remain eligible for the standard remedies described in the Refund Policy. Nothing in this section excludes or limits statutory consumer rights under applicable Singapore law.

  10. Membership Suspension & Termination

    Suspension Pending Review: Novela may immediately suspend membership benefits and disable membership credentials, without advance notice, where there are reasonable grounds to suspect any of the following:

    • Fraud, misuse or prohibited conduct, including resale, commercial purchasing for others, account sharing, sharing membership credentials for third-party use under Section 12, or manipulation of benefits.
    • Unauthorised payment, an unpaid membership fee, or a disputed or reversed membership fee payment requiring verification. Raising a payment dispute in good faith does not, by itself, establish misconduct.
    • Materially false or misleading information provided during registration or during the Membership Period.
    • An abnormal purchase pattern indicating possible resale or other prohibited activity. Such a pattern alone is not conclusive evidence of a breach.

    Review and Outcome: Novela will complete its review of the available evidence and notify the member of the outcome in writing within fourteen (14) calendar days from the date of suspension. Novela may request relevant information from the member during the review. Suspension alone does not permanently forfeit unused benefits. If no breach is established and any payment issue is resolved, Novela will restore the membership and unaffected benefits, with a reasonable adjustment to membership and benefit validity for the period of suspension. If a material breach is established on reasonable evidence, termination and forfeiture may apply under Section 11.1.

    Suspension Notice: Novela will send written notice to the registered email address at the time of suspension or as soon as reasonably practicable afterwards, stating the reason, the relevant provision and how the member can provide information or request review.

  11. Novela's Right to Terminate

    11.1 Termination of Individual Membership

    Novela may terminate an individual paid membership for a material breach established on reasonable evidence, or for legitimate business, operational or legal reasons unrelated to member fault. Suspected breaches are subject to Section 10; suspicion alone does not justify termination for cause. The notice, refund and benefit arrangements below apply.

    • Termination for Cause: Where Novela reasonably determines, based on available evidence, that a member has committed a material breach, it may terminate membership immediately without advance notice. Material breaches include fraud, commercial resale, commercial purchasing for others, account sharing, prohibited disclosure of membership credentials under Section 12, deliberate benefit manipulation, materially false information, abusive conduct, or failure to pay membership fees properly due. To the extent permitted by applicable law, membership fees will not be refunded and unused membership benefits will be forfeited.

    Termination Notice and Review: Novela will send written notice to the registered email address at termination or as soon as reasonably practicable afterwards, identifying the conduct, relevant provision, effective date and consequences. Members may request review and provide supporting information at wecare@novela.com.sg. Novela will consider relevant information and communicate the outcome in writing. If termination was made in error, Novela will restore the membership and affected benefits, with a reasonable validity adjustment for the period of lost access. A review request does not automatically reactivate membership or limit any legal rights.

    • 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: Membership access and benefits cease on termination, subject to the following exception. Where termination is unrelated to member fault, members retain thirty (30) days from termination to use accrued stamps or vouchers; Novela will provide a means to use them despite membership deactivation. For termination for cause, forfeiture follows the Termination for Cause provision. Termination does not remove rights concerning existing product orders or statutory rights and remedies.
    • 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

    • Personal Membership and Credentials: Membership is for the registered member only and may not be shared, transferred, gifted, sold or used by another person. Members must not publish, post, distribute or provide their membership number, card, barcode, QR code, card screenshot or login details for another person to access or use membership benefits, whether on social media, messaging groups or any other public or private channel. Offering or inviting others to use those credentials is prohibited even if no completed third-party transaction is identified. Members must keep credentials secure and promptly report suspected unauthorised use to wecare@novela.com.sg. Disclosure to Novela or its authorised service providers for legitimate account support or verification is permitted. Sharing a card image with all usable credentials concealed, without offering third-party use, does not by itself breach this clause. Evidence that credentials were disclosed or used without the member's authorisation will be considered under Sections 10 and 11.
    • 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.
    • 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.

For membership enquiries: wecare@novela.com.sg