Refund policy

Return & Refund Policy - Nova Beauty™

Last Updated: December 2nd, 2025

Our Commitment to Customer Satisfaction

At Nova Beauty we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

7-Day Return Window

We accept returns within 7 days of the delivery date shown on your tracking confirmation.

Important: The 7-day period begins from the date of delivery, not the date of purchase. Please check your tracking information for the exact delivery date.

Return Eligibility Requirements

To be eligible for a return, your item must meet ALL of the following conditions:

✓ Unused & Unworn - Products must be in new, unworn condition
✓ Original Packaging - Items must be returned in original packaging with all tags attached
✓ No Damage - Products cannot show signs of wear, washing, or damage
✓ Complete - All items from your order must be included
✓ Within 7 Days - Return request must be initiated within 7 days of delivery

Non-Returnable Items:

  • Products showing any signs of use or wear
  • Items without original tags or packaging
  • Products damaged by customer misuse
  • Items purchased during final sale promotions (if applicable)

How to Initiate a Return

IMPORTANT: You MUST contact us before returning any items. Unauthorized returns will not be accepted or refunded.

Step 1: Contact Customer Support

Email us at novabeautty@outlook.com with:

  • Your order number
  • Reason for return
  • Photo of the product in original packaging
  • Your preferred resolution (refund or exchange)

Response Time: We respond to all return requests within 24-48 business hours.

Step 2: Receive Return Authorization

Once approved, we will provide you with:

  • Return Merchandise Authorization (RMA) number
  • Return shipping address
  • Return instructions

Step 3: Ship Your Return

  • Package items securely in original packaging
  • Include RMA number clearly visible on package
  • Use a trackable shipping method (we recommend USPS, UPS, or FedEx)
  • Customer is responsible for return shipping costs (unless item is defective or our error)

Step 4: Tracking Confirmation

Email us the return tracking number so we can monitor your return shipment.

Refund Process

Processing Time

Once we receive your returned item:

  • Inspection: 3-5 business days to verify condition and eligibility
  • Refund Issuance: 5-10 business days after approval
  • Bank Processing: 3-7 business days for refund to appear in your account

Total Refund Timeline: Allow 2-3 weeks from the date we receive your return

Refund Method

  • Refunds are issued to the original payment method used for purchase
  • We cannot issue refunds to different cards or payment methods
  • Refunds are issued for the product cost only

What's NOT Refunded

  • Original shipping charges (unless item is defective or our error)
  • Return shipping costs
  • Any discount codes or promotional values (if order no longer qualifies)

Exchanges

We are happy to exchange items for different sizes or colors, subject to availability.

Exchange Process:

  1. Follow the return process above and indicate you want an exchange
  2. We'll process your return and issue store credit
  3. Place a new order for the item you want (we'll provide a discount code to cover the original product cost)

Note: Due to inventory availability and processing times, exchanges may take 2-4 weeks to complete.

Defective or Damaged Items

If you receive a defective or damaged product, please contact us immediately with:

  • Order number
  • Clear photos of the defect or damage
  • Description of the issue

For Defective Items:

  • We will provide a prepaid return label (no cost to you)
  • Priority processing for refund or replacement
  • Full refund including original shipping costs

Important: You must report defects or shipping damage within 7 days of delivery. Claims made after 7 days may not be eligible for prepaid return shipping.

Wrong Item Received

If we sent you the wrong item:

  • Contact us within 7 days of delivery
  • We will provide a prepaid return label
  • We'll send the correct item at no additional cost
  • Full refund of shipping charges

Lost or Stolen Packages

After Carrier Shows "Delivered":

Once tracking confirms delivery to your provided address, the transaction is complete. Nova Beauty is not responsible for packages that are:

  • Stolen from your property
  • Lost after delivery
  • Received by neighbors or household members
  • Misplaced by the customer

What You Can Do:

  1. Check with neighbors and building management
  2. File a claim with the shipping carrier
  3. File a police report for stolen packages
  4. Check with your credit card company about purchase protection

We cannot issue refunds or replacements for packages marked as delivered by the carrier.

Chargeback & Dispute Policy

IMPORTANT - PLEASE READ CAREFULLY:

By making a purchase with Nova Beauty, you agree to contact us directly to resolve any issues with your order before filing a chargeback or payment dispute with your bank or credit card company.

Why Contact Us First?

✓ Faster Resolution - We can resolve most issues within 24-48 hours
✓ Better Outcomes - We offer refunds, replacements, and store credit options
✓ Maintain Relationship - Allows you to order from us again in the future
✓ Avoid Fees - Chargebacks cost both parties money in fees

Our Resolution Options

Before filing a dispute, we can offer:

  • Full refunds (within return window)
  • Partial refunds for minor issues
  • Replacements for defective items
  • Store credit for future purchases
  • Expedited shipping for delays

Chargeback Consequences

If you file a chargeback without contacting us:

  1. Legal Response - We will contest the chargeback with all available evidence including:
    • Proof of delivery and tracking
    • Acceptance of terms at checkout
    • Communication records (or lack thereof)
    • Order and payment verification
  2. Account Restrictions - Your email and shipping address will be permanently banned from future purchases
  3. Evidence Submission - We maintain comprehensive records of all transactions and will provide evidence that:
    • Product was delivered as confirmed by carrier
    • Shipping timeframes were clearly disclosed and accepted
    • Customer failed to utilize our return policy
    • Customer kept the product without attempting return
  4. Collection Actions - For fraudulent chargebacks, we reserve the right to:
    • Report the incident to anti-fraud databases
    • Pursue collections for unpaid balances
    • Take legal action if necessary

Legitimate Disputes

We understand that sometimes chargebacks are filed by banks automatically. If this happens:

  • Contact us immediately at novabeautty@outlook.com
  • We may be able to cancel the dispute and resolve directly
  • Provide your chargeback notice so we can respond appropriately

Order Cancellations

Before Shipping

  • Contact us within 24 hours of placing your order
  • If order hasn't been processed, we can cancel and issue full refund
  • Processing typically begins within 24-48 hours

After Shipping

  • Once shipped, orders cannot be cancelled
  • You must wait to receive the item and follow return procedures
  • Return shipping costs will be your responsibility

Contact Us

Customer Support Email: novabeautty@outlook.com

Response Time: 12-48 business hours (Monday-Friday)

When contacting us, please include:

  • Order number
  • Clear description of issue
  • Photos (if applicable)
  • Preferred resolution

Exceptions & Special Circumstances

We handle each case individually and may make exceptions to this policy at our discretion for:

  • Natural disasters or emergencies
  • Military deployment
  • Medical emergencies
  • Carrier errors beyond customer control

If you have special circumstances, please contact us to discuss your situation.

International Returns

For international orders:

  • Same 7-day return window applies
  • Customer responsible for return shipping costs and customs fees
  • Items must clear customs for refund to be processed
  • Additional processing time may be required

Policy Updates

We reserve the right to update this policy at any time. The "Last Updated" date at the top indicates the most recent revision. Continued use of our store after changes constitutes acceptance of the updated policy.

Your Agreement

By completing a purchase on instabrow.shop, you acknowledge that you have read, understood, and agree to this Return & Refund Policy.

This policy works in conjunction with our:

Summary - Key Points to Remember

✅ 7 days from delivery to initiate returns
✅ Contact us first before returning anything
✅ Must be unused in original packaging
✅ Customer pays return shipping (unless our error)
✅ 2-3 weeks for complete refund process
✅ Always contact us before filing chargebacks

We're here to help! For any questions about returns or refunds, email novabeautty@outlook.com