Return, Exchange & Refund Policy

1. Although NOVELA aim 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, 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.

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 or NOVELA WeChat (Customer Service)/ Facebook by the next working day. 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   • If any Products have been delivered in a damaged condition, or if the Product is out of date; or if a Product which was ordered and invoiced is not included in the delivery; or if the wrong Product is delivered, NOVELA shall either refund the Customer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.
   • If a Customer is charged more than the value of a Product, NOVELA shall refund the difference to the Customer.

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

4. Subject to stock availability, all replacements of Products shall be effected in the shortest time possible.

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

6. If Customer is not satisfied with the item or made a wrong purchase, they choose to get refund or exchange within 14 days of purchase. Please notify us either by e-mail at wecare@novela.com.sg or NOVELA WeChat (Customer Service)/ Facebook. For all exchanges and returns, items must be in original packaging and unused condition. The delivery charges will not be refunded.

7. NOVELA does not accept any cancellation or modification of Order once we have confirmed the Order. Hence, it is important that you check your order before proceeding with the payment.

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

9. All refunds will be credited without interest into the same payment mode that was used for the Order. Customer who no longer has access to that payment method 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.