Refund & Return Policy

Last updated: April 20, 2026

At Novéra, we stand behind the quality of every product we create. If your order does not meet your expectations, this policy explains how returns and refunds work.

Return Window

You may request a return within thirty (30) calendar days of the date your order was delivered. The delivery date is determined by the tracking information provided by our shipping carrier. Requests received after this thirty-day window cannot be accepted.

Eligibility

  • The product is unopened, unused, and in its original packaging with all seals intact.
  • The product has been opened or used AND you have experienced an allergic or adverse skin reaction. In this case, a clear, dated photograph of the affected area is required, alongside a brief description of the reaction. We treat these requests with care and discretion.
  • The product arrived damaged, defective, or was shipped in error (wrong product, wrong quantity).

Products that have been opened or partially used without a documented adverse reaction are not eligible for return, except as required by applicable consumer protection law.

How to Request a Return

Email support@noveraskincare.com within the thirty-day window with your order number, the reason for your return, and (if applicable) a photograph documenting damage, defect, or an adverse reaction. We respond within two (2) business days with a return authorization and shipping instructions. Please do not ship product back before receiving authorization.

Return Shipping Costs

Return shipping is the customer’s responsibility, except where the product arrived damaged or defective, we shipped the wrong product or quantity, or the return is required due to our error — in which cases Novéra covers return shipping. We recommend a trackable method; Novéra is not responsible for returns lost in transit.

Refund Processing

Once we receive and inspect your return, we notify you by email of approval or rejection. Approved refunds are processed to the original payment method within seven (7) to ten (10) business days. Original shipping charges are non-refundable unless the return is due to our error. Refunds are issued in the original currency of the transaction.

Exchanges

We do not process direct exchanges. Please return the original item for a refund (subject to eligibility) and place a new order for the desired item.

Sale Items, Bundles, and Gifts

Sale items, promotional bundles, and final-sale items are not eligible for refund unless damaged, defective, or shipped in error. For gift purchases shipped directly to a recipient, refunds for eligible returns are issued to the original purchaser.

Damaged or Defective Products

If your order arrives damaged, defective, or incomplete, contact us within seven (7) days of delivery with photographs and your order number. We will arrange a replacement or refund at no cost to you.

Consumer Rights

Nothing in this policy limits any rights you may have under the Ontario Consumer Protection Act, 2002, or other applicable legislation. Where this policy conflicts with mandatory consumer protection rights, those rights prevail.

Contact

Refund and return questions: support@noveraskincare.com · +1 800-721-2636