Refund policy
Return & Refund Policy
At Novella, we stand behind our product with a 90-day money-back guarantee.
90-Day Guarantee
If you're not satisfied with your results, you can request a refund within 90 days of your original purchase date. We want you to feel confident trying Novella completely risk-free.
How to Request a Refund
Email us at [support email] with your order number and we'll guide you through the process. Refunds are typically processed within 5–10 business days once your request is approved.
Eligibility
- Refund requests must be made within 90 days of the original purchase date.
- One refund per customer, per order.
- We may ask for the product bag/bottle (even if empty) to be returned or for a photo confirming purchase, depending on your order.
Damaged or Incorrect Orders
If your order arrives damaged or you received the wrong item, contact us within 14 days of delivery at [support email] and we'll make it right at no cost to you.
Subscription Cancellations
If you're on a subscription, you can cancel anytime before your next billing date by [logging into your account / emailing us at support email]. Cancelling does not automatically trigger a refund for past shipments — see the 90-day guarantee above for that.
Processing Time
Refunds are issued to your original payment method and may take 3–5 additional business days to appear on your statement after processing.