Return And Refund Policy

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Brand: Novus

Company: Novus Cosmetic

Last Updated: September 2026

At Novus Cosmetic, we formulate our personal care, haircare, and cosmetic ranges under strict sanitation and quality controls. Because these formulations are intended for direct application to the skin and hair, our return and refund guidelines are structured to maintain consumer hygiene while providing fair, fast resolutions for genuine transit or manufacturing issues.  

To preserve sanitation standards, open, tested, or unsealed cosmetic containers cannot be returned or restocked under any circumstance. We accept returns, replacements, or refund requests exclusively under the following verified conditions:  

• Transit Damage or Leakage: The product arrives physically broken, cracked, or leaking from the container or pump dispenser.  
• Manufacturing or Packaging Flaws: The product nozzle, dropper, or pump mechanism fails to function, or the formulation shows evident separation upon first receipt.  
• Fulfillment Errors: The product delivered does not match your tax invoice (e.g., incorrect variant, formula, or shade).  
• Missing Units: A paid item listed on your invoice is absent from the delivered parcel.  
• Shelf-Life Issues: The product delivered has exceeded its printed expiration or best-before date.  

Due to courier tracking audit windows and third-party logistics agreements, claims must be logged within the following statutory timeframes:  

• Transit Breakage, Spillage, or Missing Units: Must be registered within 48 hours (2 calendar days) of documented doorstep delivery.  
• Incorrect Variant, Expired Stock, or Defective Dispensers: Must be registered within 5 calendar days of delivery.  

Requests submitted outside these specific reporting windows cannot be processed. 

To report an eligible issue, contact our support team at customercare@novuscosmetic.com with the following details:  

1. Order Details: Your active Novus order ID, registered mobile number, and delivery date.  
2. Visual Evidence: Clear photographs or short video clips showing the defect, the outer shipping carton, and the courier airway bill (AWB) label.  
3. Mandatory Unboxing Video: For claims concerning missing items, transit spillage, or broken containers, an unedited, continuous video recording of the sealed package being opened from the start is mandatory for claim validation.  

• Courier Pickup: Once your claim is reviewed and approved by our team, a reverse pickup will be scheduled via our logistics partners (such as Delhivery, Blue Dart, or Xpressbees) within 2 to 4 working days.  
• Self-Ship Option: If your postal PIN code is outside our courier partner's reverse-serviceable zone, our team will instruct you to dispatch the item via a trackable local courier. Upon sharing a valid physical booking receipt, Novus Cosmetic will reimburse verified shipping expenses up to ₹100 via UPI or store wallet credit.  

Returns or refund requests will be rejected under the following conditions:  

• Containers with broken safety shrink-wrap, unsealed tamper strips, or products that have been sampled, swatched, or used.  
• Units returned without original packaging, product outer cartons, MRP labels, batch numbers, or safety caps.  
• Complimentary gifts, trial sachets, promotional bundles, or clearance flash-sale items.  
• Partial returns from promotional sets (e.g., promotional combo kits must be returned in their entirety).  
• Subjective dissatisfaction regarding product fragrance, personal skin feel, texture preferences, or self-selected shade suitability.  

Following receipt of the returned item at our fulfillment facility, our quality control team will inspect the item within 48 hours. Once approved, all eligible refunds are completed within 7 business days through the following channels: Original Payment ModeRefund MethodSettlement WindowPrepaid (UPI, Credit/Debit Cards, Net Banking)Reversal to original source account / cardWithin 7 business daysCash on Delivery (COD)Direct bank transfer via NEFT / IMPS (Bank account number & IFSC required)Within 7 business days following bank detail verificationNovus Store Credit / VoucherBrand wallet credit or promotional couponWithin 24 hours (Available immediately, no expiry)

• Prior to Dispatch: You may request an order cancellation directly from your account portal or by emailing customercare@novuscosmetic.com as long as the status has not shifted to "Packed" or "Dispatched". Full refunds for prepaid pre-dispatch cancellations are initiated within 48 hours.  
• Post Dispatch: Once an airway bill (AWB) has been generated and the order is handed to the logistics carrier, it cannot be canceled in transit. You may simply refuse the package at the doorstep when delivery is attempted; your refund will be processed within 7 business days after the parcel returns to our distribution hub.  

In accordance with Rule 5(9) of the Consumer Protection (E-Commerce) Rules, 2020 of India, Novus Cosmetic has appointed a dedicated Grievance Officer to resolve consumer disputes:  

• Company: Novus Cosmetic  
• Support & Escalations: customercare@novuscosmetic.com  
• Turnaround Times: Formal acknowledgment of complaints within 48 hours; complete grievance investigation and resolution within 30 business days.