Refund policy
Return & Refund Policy - Nova Beauty™
Last Updated: December 5th, 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. 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 be in new condition with the original manufacturer seal fully intact, in its original packaging with all tags attached, free from any signs of wear, washing, or damage, and all items from your order must be included. Your return request must be initiated within 7 days of delivery.
Non-Returnable Items
We are unable to accept returns on the following: products with a broken, removed, or tampered manufacturer seal even if the product was not used; products where the customer selected the wrong shade at checkout since a full color palette with shade descriptions is available on our website prior to purchase to help you choose correctly; products showing any signs of use or wear; items without original tags or packaging; products damaged by customer misuse; and items purchased during final sale promotions if applicable.
How to Initiate a Return
You must contact us before returning any items. Unauthorized returns will not be accepted or refunded.
First, email us at novabeautty@outlook.com with your order number, reason for return, a photo of the product showing the manufacturer seal intact, and your preferred resolution whether that's a refund or exchange. We respond to all return requests within 24-48 business hours.
Once approved, we will provide you with a return authorization confirmation, the return shipping address, and return instructions. Please package your items securely in the original packaging and use a trackable shipping method such as USPS, UPS, or FedEx. The customer is responsible for return shipping costs unless the item is defective or the error was on our end. Once shipped, email us the return tracking number so we can monitor your return shipment.
Refund Process
Once we receive your returned item, please allow 3-5 business days for us to inspect and verify condition, seal integrity, and eligibility. After approval, refund issuance takes 5-10 business days, followed by an additional 3-7 business days for the refund to appear in your account depending on your bank. In total, please allow 2-3 weeks from the date we receive your return.
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. Original shipping charges, return shipping costs, and any discount codes or promotional values are not refunded unless the item is defective or the error was on our end.
Defective or Damaged Items
If you receive a defective or damaged product, please contact us immediately with your order number, clear photos of the defect or damage, and a description of the issue. You must report defects or shipping damage within 7 days of delivery. Claims made after 7 days may not be eligible for return shipping.
Wrong Item Received
If our fulfillment team sent you an incorrect item that is different from what was ordered, contact us within 7 days of delivery. We will provide a prepaid return label, send the correct item at no additional cost, and fully refund your shipping charges. This applies only when our team sends an incorrect item. If the customer selected the wrong shade at checkout, this section does not apply.
Lost or Stolen Packages
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, or misplaced by the customer.
If you believe your package is missing, we recommend checking with neighbors and building management, filing a claim with the shipping carrier, filing a police report for stolen packages, or checking 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
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.
We encourage you to contact us first because we can resolve most issues within 24-48 hours, we offer refunds, replacements, and store credit options, it allows you to order from us again in the future, and it avoids unnecessary fees for both parties.
Before filing a dispute, we can offer full refunds within the return window for sealed items, partial refunds for minor issues, replacements for defective items, store credit for future purchases, and expedited shipping for delays.
If you file a chargeback without contacting us, we will contest it with all available evidence including proof of delivery and tracking, acceptance of terms at checkout, communication records, and order and payment verification. Your email and shipping address will be permanently banned from future purchases. We maintain comprehensive records of all transactions and will provide evidence that the product was delivered as confirmed by the carrier, that shipping timeframes were clearly disclosed and accepted, that the customer failed to utilize our return policy, and that the customer kept the product without attempting a return. For fraudulent chargebacks, we reserve the right to report the incident to anti-fraud databases, pursue collections for unpaid balances, and take legal action if necessary.
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. Please provide your chargeback notice so we can respond appropriately.
Order Cancellations
If you need to cancel before shipping, contact us within 24 hours of placing your order. If the order hasn't been processed, we can cancel and issue a full refund. Processing typically begins within 24-48 hours. Once an order has shipped, it cannot be cancelled. You must wait to receive the item and follow return procedures, and return shipping costs will be your responsibility.
Goodwill Resolutions
Nova Beauty may offer partial refunds, discount codes, store credit, or other goodwill resolutions at its sole discretion outside of the standard return policy. These gestures are offered on a case-by-case basis and do not establish precedent or entitlement for future claims.
Contact Us
Customer Support Email: novabeautty@outlook.com
Response Time: 12-48 business hours (Monday-Friday)
When contacting us, please include your order number, a clear description of the issue, photos if applicable, and your 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, and carrier errors beyond customer control. If you have special circumstances, please contact us to discuss your situation.
International Returns
For international orders, the same 7-day return window applies. The customer is responsible for return shipping costs and customs fees. Items must clear customs for the 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 Shipping Policy, Terms of Service, and Privacy Policy.
Key Points to Remember
Returns must be initiated within 7 days from delivery. Always contact us before returning anything. Products must be sealed and unused with the manufacturer seal intact. Wrong shade selected at checkout is non-returnable. The customer pays return shipping unless the error was ours. Allow 2-3 weeks for the 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