Refund policy

Refund Policy

Last Updated: May 22, 2026

Welcome to Nova Theory. We want you to feel confident shopping with us. If something isn’t right with your order, we’ll do our best to make it right in a fair and simple way.

1. Eligibility for Refunds & Returns

Because our products are personal-use cosmetic items, we can only accept returns under certain conditions to protect customer safety and hygiene.

Eligible for a Full Refund or Replacement

You may request a refund or replacement if:

  • Your order arrived damaged
  • You received the wrong item
  • Your item is defective or expired
  • Your package was lost in transit
  • You received an allergic reaction from a product (see Section 5)

Requests must be made within 14 days of delivery.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or offer refunds for:

  • Opened or used cosmetics
  • Skincare or makeup products with broken seals
  • Gift cards
  • Final sale or clearance items
  • Personalized or custom-made products

3. How to Request a Refund

To start a return or refund request, contact us at:

Email:novatheorysupport@gmail.com
Order Number: Include your order number and photos if applicable.

We aim to respond within 2 business days.

If your return is approved, we’ll provide return instructions.

4. Refund Processing Time

Once your return is received and inspected:

  • Approved refunds are processed within 5–10 business days
  • Refunds are issued to the original payment method
  • Your bank or payment provider may take additional time to post the refund

5. Exchanges

We currently offer exchanges only for:

  • Damaged items
  • Defective products
  • Incorrect orders

6. Cancellations

Orders may be cancelled within 10 minutes of purchase if they have not already been processed or shipped.

7. Fraud Prevention

To protect our customers and business, we reserve the right to deny refunds in cases of:

  • Excessive refund requests
  • Suspected misuse of the policy
  • Returned items that do not meet eligibility requirements

8. Contact Us

If you have questions about this policy, contact us at:

[Nova Theory]
Email: novatheorysupport@gmail.com
Website: novatheory3.myshopify.com