Refund policy

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at novelletoronto@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS].

If your return is accepted, we’ll provide instructions on how and where to send your package. Return shipping costs are the responsibility of the customer and will not be refunded. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return-related questions at novelletoronto@gmail.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Customers who receive damaged or defective items may be eligible for a free replacement. To process a replacement request, clear photographic evidence of the damaged item must be provided. Requests submitted without photographic proof may not be approved.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods.

Beauty items and hygiene products cannot be returned once they have been opened, used, or otherwise show signs of use. However, customers who receive damaged beauty or hygiene products may be eligible for a free replacement, subject to review and photographic proof of the damage.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

Original shipping charges and return shipping costs are non-refundable.

If more than 15 business days have passed since we approved your return, please contact us at novelletoronto@gmail.com.