Refund policy

Novara Glow — Return & Refund Policy

At Novara Glow, we take pride in offering premium, luxury hair products. We understand that choosing the perfect shade and style can sometimes be challenging. If you are not completely satisfied with your purchase, we are happy to assist you with a return or exchange under the industry-standard conditions outlined below.

🔄 1. Return & Exchange Windows

  • Return Window: You must request a return or exchange within 14 days from the date your tracking number shows the package was delivered.

  • Final Sale Items: Please note that items purchased from our clearance, sale, or promotional sections are final sale and are not eligible for returns or refunds.

🧪 2. Strict Hygiene & Product Condition Rules

Due to strict sanitary regulations regarding hair and beauty products, these items are classified as a hygienic commodity. We can only accept returns if the product has NOT been opened, used, or tampered with.

  • Intact Security Seals: The original packaging, ties, and security seals must be completely unbroken and intact.

  • Unaltered State: The hair or product must not be brushed, separated, washed, or altered in any way.

  • How to Check Your Selection: Your order is packaged to allow you to view the product clearly through the transparent window before opening. We highly recommend utilizing our free online consultation via chat or email prior to purchasing if you need help choosing.

  • Inspection Protocol: Every return undergoes a rigorous quality control inspection at our facility. If a product is returned to us with broken seals or signs of handling, the return will be rejected, no refund will be issued, and the item will be sent back to you at your expense.

💸 3. Return Shipping & Fee Deductions

While we are happy to process qualifying returns, please note that our outward Free Shipping offer only applies to completed purchases. If you choose to return items, the logistical and processing costs are deducted as follows:

  • Return Shipping: Customers must bear all shipping costs required to send items back to our processing facility. These costs are completely non-refundable.

  • Deducted Fees: A 20% restocking fee per returned item (to cover unrecoverable credit card transaction fees and warehouse labor) plus the actual original shipping cost incurred by Novara Glow to send the package to you will be deducted from your final refund amount.

📦 4. How to Initiate Your Return

  1. Email our dedicated support team at support@novaraglow.com with your order number and specific reason for return.

  2. Once our team approves your request, you will receive an authorized Return Merchandise Form and the precise delivery address for our facility.

  3. Pack the item securely in its original packaging. You must use a trackable shipping service to send your package back. Novara Glow cannot be held responsible for return packages lost or damaged in transit.

⏱️ 5. Refunds & Processing Times

Once your return package is delivered to our facility, please allow 5 to 7 business days for our team to inspect the hygiene seals and process the transaction.

  • Approved Returns: Your refund (minus the 20% per-item restocking fee and original shipping cost) will be automatically credited back to your original payment method.

  • Bank Processing: Please note that financial institutions typically require an additional 3 to 5 business days to reflect the credit on your statement.

🛑 6. Order Cancellations

We process orders rapidly to ensure fast delivery. If you need to cancel your purchase, you must notify us immediately at support@novaraglow.com within 24 hours of placement.

  • Cancellations within the 24-hour window will receive an unconditional full refund.

  • After 24 hours, the order will have entered our fulfillment system and must be handled as a standard return after it reaches your delivery address.

Should you need any assistance, our customer service team is available 24/7 to assist you via www.novaraglow.com or support@novaraglow.com.