Return & Refund Policy
At Novanos AE, we are committed to your complete satisfaction with every purchase. We take great pride in the quality of our French skincare products. Please read our return and refund policy carefully.
1. Eligibility for Returns
We accept returns under the following conditions:
- The item was purchased directly from novanos-ae.com.
- The return request is initiated within 14 days of receiving your order.
- The product is unused, unopened, and in its original packaging with all seals intact.
- You have proof of purchase (order confirmation email or receipt).
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Opened or partially used skincare products.
- Products whose original packaging, seals, or labels have been removed or damaged.
- Items purchased during promotional sales or marked as final sale.
- Gift cards or vouchers.
3. Damaged or Defective Products
If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@novanos-ae.com with your order number and clear photos of the issue. We will arrange a replacement or full refund at no additional cost to you.
4. How to Request a Return
To initiate a return, please follow these steps:
- Email us at info@novanos-ae.com with the subject line “Return Request – [Your Order Number]”.
- Include your full name, order number, reason for return, and supporting photos if applicable.
- Our customer care team will respond within 2–3 business days with return instructions.
- Ship the item back to our address as provided in the return instructions. Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part.
5. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved:
- Refunds will be processed within 5–7 business days.
- The refund will be credited back to your original payment method.
- Shipping fees are non-refundable unless the return is due to a product defect or an error on our part.
6. Exchanges
We currently do not offer direct product exchanges. If you wish to exchange a product, please initiate a return for the original item (subject to eligibility) and place a new order for the desired product.
7. UAE Consumer Protection Compliance
This policy is in compliance with the UAE Federal Law No. 15 of 2020 on Consumer Protection. As a consumer in the UAE, you are entitled to return defective goods and receive a repair, replacement, or refund as appropriate. For further information on your rights, you may contact the UAE Ministry of Economy.
8. Contact Us
If you have any questions about our Return & Refund Policy, please reach out to us:
- Email: info@novanos-ae.com
- Website: novanos-ae.com
Last updated: June 2026