Last updated: April 20, 2026

1. Refund and Return Policy

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.

1.1 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.

1.2 Eligibility

Products are eligible for return in the following circumstances:

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 as part of your return request, 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.

1.3 How to Request a Return

To initiate a return, email support@noveraskincare.com within the thirty-day window with the following:

Your order number.
The reason for your return.
If applicable, a photograph documenting damage, defect, or an adverse reaction.

We will respond within two (2) business days with a return authorization and shipping instructions. Please do not ship any product back to us before receiving return authorization; unauthorized returns may not be accepted or refunded.

1.4 Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the following situations where Novéra covers return shipping:

The product arrived damaged or defective.
We shipped the wrong product or quantity.
The return is required due to our error.

We recommend using a trackable shipping method when returning any product. Novéra is not responsible for returns lost in transit.

1.5 Refund Processing

Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund. Approved refunds are processed to the original payment method used for the purchase within seven (7) to ten (10) business days. Depending on your bank or card issuer, additional time may be required for the funds to appear in your account.

Original shipping charges are non-refundable unless the return is due to our error.

Refunds are issued in the original currency of the transaction (CAD for Canadian orders, USD for US orders once available).

1.6 Exchanges

We do not process direct exchanges. If you wish to exchange a product, please return the original item for a refund (subject to the eligibility rules above) and place a new order for the desired item.

1.7 Sale Items, Bundles, and Gifts

Sale items, promotional bundles, and items marked as final sale are not eligible for refund unless the product is damaged, defective, or was shipped in error.

Gift purchases: if a product was marked as a gift at checkout and shipped directly to the recipient, refunds for eligible returns will be issued to the original purchaser.

1.8 Damaged or Defective Products

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

1.9 Consumer Rights

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