Refund policy

14-Day Return Window
We have a strict 14-day return policy, which means you have exactly 14 days after receiving your item to request a return. To be eligible, your product must be completely unopened, unused, with all original protective seals intact, and in its original packaging. Any request made after 14 days from the delivery date will be automatically rejected.

Eligibility for Returns & Refunds
Due to strict healthcare and hygiene regulations regarding cosmetic and skincare products, we cannot accept returns or offer refunds for items that have been opened, used, or altered in any way.
To be eligible for a return and a full refund, your item must meet the following strict criteria:
  • Unopened & Unused: The product must be completely unused, unopened, and in the exact same condition that you received it.
  • Original Packaging: The item must be in its original, sealed box, including all original plastic wrapping and protective seals intact.
  • Proof of Purchase: You must provide the receipt or proof of purchase from our official store.
If an item is returned to our warehouse and shows signs of being opened, the safety seal is broken, or the original packaging is damaged, the return will be automatically rejected, and no refund will be issued.

Return Shipping Costs:
The customer is responsible for paying their own shipping costs for returning any eligible, unopened item. Shipping costs are completely non-refundable. If you receive a refund, the original cost of return shipping will not be included.

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at: support@novahubshop.com

Please note that returns will need to be sent to the following address: support@novahubshop.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at: support@novahubshop.com


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at: support@novahubshop.com.

 

Refund Processing Timeframe
Once your return is received, inspected, and officially approved by our team, your refund will be processed. Please note that due to international banking procedures, fraud prevention checks, and billing cycles, refunds can take between 15 to 30 business days to be credited back to your original payment method.

Nova Hub Shop cannot expedite this timeframe, as it depends entirely on third-party financial institutions and payment gateways. We thank you for your patience during this administrative processing period.
Notice Regarding Promotional Shipping Estimates
Please be advised that any automated delivery estimates generated dynamically on our product pages (such as "Get it in 3 days" or specific short-term delivery dates) are part of a promotional system template and apply strictly to high-priority corporate bulk orders or specific localized premium tiers that are subject to availability.
For all standard retail purchases, including our special 2-Jar Promotional Bundle ($89.99), our official Complimentary Free Shipping Policy applies [💡]. Because we absorb 100% of the shipping and handling fees to keep our premium formulas affordable, these orders are dispatched via standard secure international lines and typically take 10 to 20 business days to arrive at your doorstep [💡].
By completing your purchase, you acknowledge and accept that standard transit times apply to your order. DermaForge does not issue refunds, order cancellations, or compensation for packages that are currently in transit within our official 10-to-20 business day window [💡].