NOVAQ Returns, Replacements & Refunds Policy

At NOVAQ, we want you to shop with confidence. We take care to ensure every order reaches you in the correct condition, but if an issue occurs, this policy explains when returns, replacements, and refunds may be requested.

By purchasing from our website, you agree to the terms outlined below.

1. Eligibility & Claim Timeframe

All claims must be submitted within 14 days of delivery.

To be eligible for review:

• The product must be returned in its original packaging with all included accessories.

• For incorrect, defective, or damaged products, customers must provide clear photo or video evidence.

• We strongly recommend recording an unboxing video, as this may help us verify damage or missing items more quickly.

Claims submitted after the 14-day period may not be accepted.

2. Customs, Courier & Transit Delays

Delivery delays caused by circumstances outside NOVAQ's reasonable control are not considered valid reasons for a return, cancellation, or refund once an order has been shipped.

These circumstances may include:

• Customs clearance delays

• Courier backlogs

• Weather conditions

• Public holidays

• Transportation disruptions

• Other logistical circumstances outside our control

Our support team will continue following up with the courier where necessary until the shipment is delivered.

3. Replacements

If a product is confirmed to be:

• Incorrect

• Defective

• Damaged during delivery

NOVAQ will arrange a free replacement where possible.

A refund will generally be considered only when a replacement cannot reasonably be provided.

4. Return Shipping, Cancellation & Handling Fees

If the issue is caused by NOVAQ, such as receiving a damaged, defective, or incorrect product, we will cover the applicable return and replacement shipping costs.

For other approved returns, the customer will be responsible for the return shipping cost.

If re-delivery is required, additional shipping and handling charges may apply.

If the customer chooses not to proceed with re-delivery, NOVAQ may cancel the order at its discretion. Any approved refund will be issued after deducting applicable shipping and handling costs already incurred.

Applicable Return & Cancellation Fees

For approved returns that are not caused by an error on NOVAQ's side, the following deductions may apply:

• AED 30 return fee

• 5% cancellation fee

• Any applicable shipping or handling costs

The remaining eligible amount will be refunded after the returned product has been received and approved following inspection.

5. Non-Returnable & Non-Refundable Items

For hygiene, safety, and quality-control reasons, the following items are generally not eligible for return or refund:

• Opened or used personal-care products

• Free gifts or promotional items

• Partially used kits or bundles

• Products damaged due to improper use or mishandling

• Products damaged because usage, cleaning, storage, or care instructions were not followed

Refunds will not be provided solely because a customer is dissatisfied with the level or speed of visible results.

Individual results may vary depending on factors such as consistency of use, hair type, skin type, routine, and individual response.

Our support team may assist customers with correct product usage where appropriate.

Change-of-mind returns are not accepted.

6. Allergic Reactions & Product Sensitivity

Returns, refunds, or exchanges are not available solely because of an allergic reaction, skin irritation, sensitivity, or discomfort resulting from an individual's intolerance to the product or any of its ingredients.

Customers are responsible for reviewing the product ingredients before use and determining whether they have known allergies or sensitivities to any listed ingredient.

Because skin types and individual sensitivities vary, NOVAQ cannot guarantee that every product will be suitable for every individual.

If you experience:

• Irritation

• Redness

• Itching

• Burning

• Swelling

• Unusual discomfort

Stop using the product immediately.

If symptoms are significant, persistent, or concerning, seek advice from an appropriate healthcare professional.

7. Inspection & Processing

All returned products will be inspected after they are received by NOVAQ.

Once the return has been reviewed and approved:

• A replacement will be arranged, or

• An eligible refund will be processed

Approved refunds may take approximately 5 to 14 working days to process.

Refunds will normally be issued to the original payment method used for the purchase, subject to the payment provider's processing times.

8. How to Start a Claim

To request a replacement, return, or refund, please contact NOVAQ Customer Support.

Email: hello@trynovaq.com

Please provide:

• Your order number

• Your full name

• A clear description of the issue

• Relevant photos

• Video evidence where applicable

• An unboxing video, if available

Providing complete evidence can help us review your claim more efficiently.

9. Final Note

Our priority is to resolve legitimate issues involving incorrect, damaged, or defective products as fairly and efficiently as possible.

Where an eligible product issue can be resolved through replacement, NOVAQ will generally prioritize providing a replacement before issuing a refund.

NOVAQ reserves the right to reject claims that do not meet the eligibility requirements outlined in this policy or where sufficient supporting evidence has not been provided.

Last updated: August 2026