Refund policy

Return & Refund Policy (UK and US)

Company details

Novaskiin
Kaldenkerkerkerweg 67, 5932 CT Tegelen, The Netherlands
CoC (KvK): 94133212 · VAT: NL866647636B01
Tel: +31 6 10 875 101 · Email: info@novaskiin.com

1) 14-Day Return Window (Store Policy)

You have 14 days from the date you receive your item to request a return.

2) Return Eligibility

To be eligible for a return, your item must be in the same condition you received it: unused, unworn, with tags attached, and in the original packaging.
A receipt or proof of purchase is required.

3) How to Start a Return

Email info@novaskiin.com to request a return authorization.

If approved, we will send you return instructions. In many cases, we can also provide a return label.

Returns sent without prior authorization will not be accepted.

4) Return Shipping and Label Cost (UK and US)

Return shipping costs are the customer’s responsibility, unless the item is defective, damaged, or incorrect.

If we provide a return label, the label cost will be deducted from your refund. The typical label cost is:

  • UK orders: £14.95

  • US orders: $14.95

This amount may vary depending on the product type, package size, and carrier rates. We will confirm the exact deduction before your return is finalized.

5) Return Address (after authorization)

Novaskiin – Returns
Kaldenkerkerkerweg 67
5932 CT Tegelen
The Netherlands

6) Damages & Issues (Wrong, Defective, or Damaged Items)

Please inspect your order upon delivery and contact us immediately at info@novaskiin.com if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

If your claim is approved, we will cover the costs of a replacement or return shipping.

7) Exceptions / Non-returnable Items

Certain types of items cannot be returned, for example:

  • Perishables (food, flowers, plants)

  • Custom or personalized products

  • Certain personal care items

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns of sale items or gift cards.

If you are unsure whether your item is eligible, please contact us.

8) Exchanges

The fastest way to get what you want is to return the item you have, and place a new order for the replacement once your return is accepted.

9) UK Consumer Cancellation Rights (Distance Selling)

If you are a UK consumer and purchased online, you usually have a legal right to cancel within 14 days of delivery for any reason. After you notify us of cancellation, you generally have 14 more days to send the goods back.

Important notes:

  • You are responsible for return shipping costs, unless we agreed otherwise. If we provide a label, we may deduct the label cost from your refund (we will confirm the amount beforehand).

  • We may reduce the refund if the item has been handled more than necessary to establish its nature, characteristics, and functioning.

  • If you paid for express delivery, we typically refund only the cost of standard delivery (where applicable).

This section does not affect your rights if goods are faulty or not as described.

10) US Customers

For US customers, returns for change of mind are covered by our 14-day store policy above. The federal “cooling-off” rule generally applies to certain in-person sales scenarios, not standard online orders.

If your item is defective, damaged, or incorrect, contact us immediately and we will make it right.

11) Duties, Taxes, and International Return Logistics (US and UK)

Because returns are sent to The Netherlands, international shipments may involve customs processes.

  • Any import duties, taxes, or shipping charges paid at purchase are non-refundable, unless required by law.

  • When returning from outside the EU, you may be asked by your carrier to complete customs paperwork. Marking the parcel as “Returned goods” can help avoid unnecessary charges (carrier rules vary).

12) Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or credit card company may take additional time to post the refund.

If it has been more than 15 business days since your return was approved and you have not received your refund, please contact info@novaskiin.com.