Returns and Refunds

Last Revised: September 2026

The digital boutique novuscosmetic.com (the “Platform” or “Website”) is owned, administered, and operated by Chauhan Enterprises Holdings (the “Registered Enterprise”), purveying refined personal care, trichological formulations, and cosmetic preparations through its specialized operating unit Novus Cosmetic (“Company”, “we”, “us”, or “our”) under the proprietary marque Novus (“Brand”).

This Cancellation, Return, and Refund Policy is codified in rigorous compliance with the statutory framework of the Republic of India, specifically:

• The Consumer Protection Act, 2019
• The Consumer Protection (E-Commerce) Rules, 2020
• The Information Technology Act, 2000
• The public health and hygiene imperatives prescribed under the Drugs and Cosmetics Act, 1940 and the Cosmetics Rules, 2020, reflecting the consumer standards practiced by premier luxury beauty platforms.

Pre-Transit Order Revocation (Prior to Delivery)

• Unencumbered Annulment: Patrons possess the absolute prerogative to rescind an order at any juncture prior to consignment dispatch, completely exempt from cancellation levies, fiscal penalties, or processing deductions.
• Procedure for Revocation:
  • Access your registered portal on novuscosmetic.com and select Cancel Order within your dedicated purchase ledger under “My Orders”.
  • Alternatively, dispatch an expedited communication to our client desk at novuscosmetic@gmail.com or converse with our concierge at +91 98765 42233, citing your Order Identifier.
• Restitution for Pre-Dispatch Annulment: Where consideration has been tendered in advance, full financial restitution (100% of the transacted value) will be initiated within twenty-four (24) to forty-eight (48) business hours and credited back to your originating payment modality within seven (7) working days.
• Orders Handed to Logistics: Consignments that have already entered transit with third-party logistics carriers cannot be cancelled computationally. Patrons retain the right to decline physical acceptance upon presentation at the doorstep. Following return conveyance to our fulfillment hub, complete fiscal restitution will be executed.

Seven-Day Return Indulgence & Statutory Admissibility

Pursuant to the consumer safeguards embedded within the Consumer Protection (E-Commerce) Rules, 2020, we extend a seven (7) working day return window, commencing from the documented date and timestamp of delivery.

Permissible Grounds for Return:

A formal petition for return or replacement shall be entertained exclusively under the following verified conditions:

• Transit Impairment: Outer packaging, celestial flacon, or cosmetic jar arrived fractured, visibly shattered, crushed, or actively leaking upon receipt.
• Mechanical or Packaging Defect: Structural failure in the dispensing apparatus, pipette, spray mist atomizer, nozzle, or tamper-evident seal.
• Consignment Variance: Delivery of an item that diverges from the specific Stock Keeping Unit (SKU) authenticated on your tax invoice.
• Temporal Expiration: Consignment delivered critically proximate to or past its codified shelf-life or expiry horizon.

Inviolable Hygiene Exclusions (Non-Returnable Thresholds):

Because cosmetic preparations, trichological solutions, and dermatological formulations are intimate, personal-contact commodities, public health and hygiene standards strictly govern our salon. Returns are categorically declined under the following circumstances:

• The security seal, tamper-evident shrink wrap, neck band, cap, or vessel has been unsealed, sampled, opened, modified, or depleted.
• The petition is preferred subsequent to the lapse of seven (7) working days post-delivery.
• The consignment is surrendered lacking its authentic provenance, including original carton boxes, batch labels, barcodes, literature, or complimentary gifts.
• Degradation or damage resulting from inappropriate domestic storage, excessive thermal exposure, or mishandling contrary to printed on-pack treatises.
• Subjective divergence in sensory expectation regarding aroma, viscosity, or personal dermal sensitivity (patrons are directed to perform a mandatory patch test as highlighted in our Terms).

Step-by-Step Return Protocol & Quality Verification

• Lodging the Formal Notice: Within seven (7) working days of parcel acceptance, alert our client relations division:
  • Electronic Dispatch: novuscosmetic@gmail.com
  • Telephonic Concierge / WhatsApp: +91 98765 42233
• Mandatory Corroboration: Transmit your Order Identifier, invoice copy, and unedited unboxing photographic or video documentation displaying the outer parcel, batch typography, and the defect under contention.
• Complimentary Reverse Logistics:
  • Upon prima facie authentication by our desk, our logistics partner will orchestrate a complimentary reverse retrieval from your registered address within two (2) to three (3) business days.
  • The formulation must be securely placed within its original presentation casing along with all authentic tags, literature, and accessories.
• Depot Forensic Audit: Upon receipt at our central processing hub, our quality assurance curators conduct a comprehensive physical verification within forty-eight (48) hours to validate seal integrity and container status.

Restitution Settlement Horizon (Seven Working Days)

Following formal verification of the returned item by our quality custodians—or instantaneously upon the validated revocation of a pre-dispatched order—fiscal reimbursement will be finalized within seven (7) working days:

Transacted Payment Modality	Settlement Mechanism	Processing Timeline
Credit / Debit Facilities	Direct fiscal reversal to issuing bank card	Initiated in 24–48 hrs; credited in 5–7 working days
UPI / National Net Banking	Reversion to originating bank account	Realized within 3–7 working days
Prepaid Wallets	Balance restoration to originating wallet	Realized within 24–48 business hours
Cash on Delivery (COD)	Electronic Fund Transfer (NEFT/IMPS)	5–7 working days post customer bank credential submission

Observation: Banking settlement holidays, national observances, and inter-bank clearing protocols may modulate the final chronological appearance of funds upon your bank statement.

The Option of Expedited Replacement

Where an article arrives structurally impaired or defective and you prefer an unblemished formulation over pecuniary restitution, you may elect an Expedited Replacement at zero supplemental expenditure. A pristine unit of the identical SKU will be mobilized within forty-eight (48) business hours of returned item authentication, contingent upon available inventory. Should the SKU be temporarily unavailable, complete monetary reimbursement will proceed automatically.

Client Advocacy & Grievance Governance

For any formal petitions, transit escalations, or inquiries pertaining to your consignments:

• Registered Principal Enterprise: Chauhan Enterprises Holdings
• Operating Cosmetic Unit: Novus Cosmetic
• Brand: Novus
• Official Portal: novuscosmetic.com
• Concierge Email: novuscosmetic@gmail.com
• Telephonic Support / WhatsApp: +91 98765 42233
• Desk Schedule: Monday through Saturday, 10:00 AM to 6:30 PM IST