Refund & Returns Policy

At Nova & Co Skin, we’re committed to ensuring that you love your purchase. If for any reason you are not completely satisfied, we’ll gladly assist you in resolving the issue as smoothly as possible.

Eligibility for Returns

You may request a return within 7 days of receiving your order, provided that:

  • The item is unused, unopened, and in its original packaging.

  • The item is in the same condition that you received it.

  • You can provide proof of purchase (your order number or receipt).

Due to hygiene and safety reasons, skincare products and beauty tools that have been opened, used, or tampered with cannot be returned.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used beauty products

  • Items marked “final sale” or “clearance”

  • Gift cards or digital products

  • Items damaged due to misuse or negligence

Incorrect or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@novacoskin.co.za with clear photos of:

  • The product and packaging

  • The order slip or delivery note

Once verified, we will gladly:

  • Send a replacement, or

  • Offer a full refund, depending on product availability and your preference.

Refund Process

Once your return is received and inspected, we’ll notify you via email that we have received your returned item and confirm approval or rejection of your refund.

If approved:

  • Refunds are processed to your original payment method.

  • Please allow 7–10 business days for the amount to reflect in your account.

  • Shipping and handling fees are non-refundable, except where Nova & Co Skin is at fault.

Return Shipping

  • Customers are responsible for the cost of return shipping, unless the return is due to an error on our part (wrong or damaged item).

  • We recommend using a trackable courier service to ensure the parcel reaches us safely.

Exchanges

We currently only replace items if they are defective or damaged. If you need to exchange a product for the same item, please email thenovaskin@gmail.com or contact us at 069 306 2011 for instructions before returning it.

Our Promise

We believe in transparency and fairness. Each product is carefully inspected before dispatch, and we’re always here to help if something doesn’t meet your expectations.