Return & Refund Policy

This policy explains our 30-Day Money-Back Guarantee and what happens if something is wrong with your order. It is part of our Terms of Service.

Our 30-Day Money-Back Guarantee

You have 30 days from the day your order is delivered to try your product. Open it, use it, give it a real chance. If you are not happy with it within those 30 days, contact us through our contact form with your order number and the name or email you used at checkout, and tell us what did not work for you.

We will then resolve it in one of two ways, at our discretion:

1. A resolution without a return. Depending on your situation we may offer you a partial refund, a replacement, or a store credit, and you keep your order. You are free to accept it or to choose option 2 instead.
2. A full refund of the product price when you return your order. We send you the return address and instructions, usually within 1 to 2 business days. Once your return has been received and inspected, we refund the product price to your original payment method.

The following conditions apply to refunds for returned orders:

• Your complete order must be returned, including every item that was in the package and any free gift or bundle item that came with it. Incomplete returns are not eligible for a refund.
• Returns must be requested through our contact form within 30 days and shipped within 14 days of receiving the return address. Requests after 30 days, and returns that arrive without a prior request, cannot be processed and are not refunded.
• Return shipping is arranged and paid for by the customer. Use a shipping method with tracking and send us the tracking number; we cannot refund returns that do not reach us.
• Return shipping costs and the original shipping charge paid at checkout are not refunded.
• If a bundle or promotional discount was applied to your order, the refund is calculated on the price you actually paid for the returned items.
• Refunds are issued within 10 business days after your return has been received and inspected. Please allow another 5 to 10 business days for the amount to appear on your statement, depending on your bank or card issuer.

The guarantee covers one order per customer and household and applies to purchases made on noveliocare.com only.

Damaged, Defective, or Wrong Items

If your order arrives damaged, leaking, defective, or incorrect, contact us within 7 days of delivery through our contact form with a photo of what you received and of the packaging. We will send a replacement or, if a replacement is not possible, refund the affected item. Claims made after 7 days or without a photo cannot be verified with our carrier and may be declined.

Orders That Never Arrive

If your package is confirmed lost in transit, we replace it or refund it in full at no cost to you. The timelines and what to do are in our Shipping Policy. Packages marked as delivered by the carrier are considered delivered.

Cancellations and Changes

Orders can be canceled or changed only before they have been processed for shipment, which can happen within a few hours of ordering. Once an order has been processed, it can no longer be canceled and our guarantee process applies after delivery. Refused or undeliverable packages that are returned to us are refunded for the product price only, after they arrive.

Fair Use

This guarantee exists for genuine personal-use purchases. We may decline a refund, or limit it to the product price of one unit, where there is evidence of fraud, abuse, reseller activity, repeated claims, or claims that do not match the order.

Chargebacks

If anything is wrong with your order, please contact us first. We respond within 24 hours on business days and resolve almost every issue directly. By placing an order you agree to this policy. We dispute chargebacks that violate this policy or where a refund or replacement has already been issued, and we may refuse future orders from customers who file such chargebacks.