Exchanges and returns

If you received incorrect items or if the items you received are defective, please send an email to support@novaqua-skin.com to discuss this further.

If you are not satisfied with the items received, you may return them to us within 30 days of receipt, provided they are in original and sellable condition.

Once returned, you are entitled to a full refund, excluding return shipping costs. We cannot refund or exchange items that appear to be used or opened, or that are not in their original condition.

Requesting a Return

  • Please download, print, and complete the return form if you haven’t already. You can request the return form via the form below.
  • Email your completed return form along with a photo of the products you are returning to support@novaqua-skin.com.
  • Once approved, ensure your return is well-packaged and meets all conditions listed below.
  • Clearly mark ‘Returns’ on the outside of your package.
  • Use an insured, trackable service to ensure your package reaches us safely.
  • Send a follow-up email with your tracking information to support@novaqua-skin.com.

Return Conditions and Guidelines:

  • All returned items must be unused, unopened, and in their original plastic packaging.
  • We are not responsible for the cost of returning items.
  • Ensure all returned items are well-packed to prevent damage during shipping.
  • All return packages should be sent with a trackable, insured service, as we cannot take responsibility for items that are damaged or lost during return transit.
  • Make sure the return form is approved – without approval, your return may not be processed.
  • Sale items are not eligible for return.

Easy Returns in Three Simple Steps:

Step 1: Request the return form via the contact form. Provide your order number, email address, and reason for return.

Step 2: Send your order Send the items along with the completed return form to the address on the return form. Make sure to include a Track and Trace code. As the sender, you are responsible, and we want to avoid any misunderstandings.

Step 3: Receive the refund on your bank account Once we have received the package, we will ensure the purchase amount is returned to your bank account within five business days.

CONTACT US

Do you have questions about your return? Want to share something? We are here to help! You can reach us through the following channels:

  • For questions or comments, you can email support@novaqua-skin.com.
  • You can also always send us a DM on Instagram for questions.
  • And of course, we are also reachable on Facebook!