Refund policy

Return, Exchange and Refund Policy

At Novella Fragrances, we want you to be satisfied with your purchase. Please review the following policy before requesting a return or exchange.

Change of Mind Returns

You may request a return within 14 days of receiving your order.

To be eligible, the perfume must be:

Unused, unopened and not sprayed or tested.
In the same condition in which it was received.
In its original packaging, with any seal or protective wrapping intact.
Accompanied by the order number or proof of purchase.

Opened, used or tested perfumes cannot be returned due to a change of mind because they cannot be restored to their original saleable condition. This does not affect your rights if the product is defective, damaged, leaking, incorrect or not as described.

Damaged, Defective or Incorrect Items

If your product arrives damaged, leaking, defective, incorrect or not matching the product description, you may request a replacement or full refund within 30 days of receiving your order.

Please contact us as soon as possible and provide your order number, along with clear photos or a video of the package and product, if available.

Once the issue has been verified, Novella Fragrances will arrange a replacement or refund without any additional cost to you.

How to Request a Return

To request a return or exchange, email us at novellafragrances@gmail.com and include:

Your name and phone number.
Your order number.
The reason for the return.
Photos or videos, if the product is damaged, defective, leaking or incorrect.

Once your request has been reviewed, we will provide the return instructions and return address. Please contact us before sending any product back, as returns sent without prior coordination may be delayed.

Return Shipping

For returns due to a change of mind, the customer is responsible for the return shipping costs.

If the product is damaged, defective, leaking, incorrect or not as described, Novella Fragrances will cover the applicable return or replacement shipping costs.

Exchanges

Exchanges are subject to product availability. If the requested product is unavailable, you may choose another available product or receive a refund.

Sale Items

Sale and discounted items are covered by the same return conditions stated in this policy.

Refunds

Once we receive and inspect the returned product, we will notify you whether the refund has been approved.

Approved refunds will be issued within 7 days of receiving the returned product.

Online payments will be refunded to the original payment method. For Cash on Delivery orders, the refund will be made through an agreed method, such as InstaPay or bank transfer.

Please note that your bank or payment provider may require additional time to process the refund.

Order Cancellations

If you wish to cancel your order before it has been shipped, please contact us as soon as possible. Once the order has been shipped, the return conditions stated above will apply.