This policy applies to physical products purchased on this website and paid via PayPal.
If you are a consumer in the EU/EEA, you may withdraw from your purchase within 14 days of the day you, or a person you designated, received the products, without giving a reason.
Email hello@novalabsolutions.com with your order reference (format NLS-…) and the items you wish to return. We reply with a return authorisation and the return address. Please do not send anything back without this authorisation. Products must be shipped back within 14 days of your withdrawal notice.
Products must be returned unused, complete and in their original packaging. A deduction may be made for any loss in value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Return shipping costs are borne by you, except when the product is non-conforming, damaged or not the one ordered: in that case we cover the return shipping.
We refund within 14 days of receiving the returned products, or of receiving proof that you have shipped them, to the original PayPal payment method. When a whole order is returned, the standard outbound shipping cost is refunded as well. The time for the funds to appear depends on PayPal and your bank.
If a product arrives damaged, defective or different from what you ordered, contact us within 48 hours of delivery with photos. We will replace it, resend it or refund it, and we cover the return costs.
For hygiene reasons, products whose seal or protective packaging has been opened (for example silicone sleeves and caps, dropper stoppers, desiccant sachets) cannot be returned unless they are defective. Kits that have been partially used cannot be returned.
For any question about a return or refund: hello@novalabsolutions.com, quoting your order reference.