1) RETURNS
1.1 All Novella and Co Pty Ltd Products come with a 25 day return policy. Please note all items sold on promotion (sales and pop ups) are excluded from our 25 Day return policy. All items purchased at a discounted rate (either via a site sale or pop up) are not eligible for a return, refund or exchange.
1.2 All our Ponytails, Clip ins and Hair cosmetic ranges are final sale and are not eligible for a return or refund. If a product has been unopened, unused and packaging undamaged you may exchange the product for a different colour, in a period of 3 working days.
1.3 Our Return Policy shall last for a period of 25 working days after purchase, the 25 Days shall be calculated from the day of delivery.
1.4 If the 25 day period has elapsed since your purchase, no returns or exchanges are permitted.
1.5 To be eligible for a return, your item must be unused and in its original packaging.
1.6 To complete your return we require the completed Return/Exchange Form, no returns or exchanges will be processed without the required return form.
1.7 Any item not in its original condition are not eligible for return.
1.8 Any item that is returned more than 10 days after delivery is not eligible for a return/exchange.
1.9 Items not eligible for return: Ponytails, Clip ins, Installed Hair products (wefts, tape-ins-bonds), Gift cards, Bonus gift cards Free sample products, any skin-care or make up and fragrance products that have been opened.
1.10 All returns will be subject to a handeling fee equal to 3% of the initial transaction cost.
1.11 All services and treatments rendered in salon will be subject to section 16 and 19 in conjunction with Section 20 of the Consumer protection Act No.68 of 2008 (“The CPA’)
1.12 All nail polish / acrylic / rubber base / gel applications – an option for reapplication needs to be done within 3 days of application at the store at which the service was rendered. Please note that nail growth is a natural process and nas a result any nail application will naturally grow with the nail and as a result of this we cannot offer a fill as a repair.
1.13 Eyelash extensions – maintenance of eyelash extensions are essential every 2-3 weeks from your last treatment. The application of the eyelash extensions (length, thickness) is determined upon the inspection of your natural lashes. Eyelashes usually shed between 1-5 lashes per day and full eyelash cycles differ from individual to individual. Most cycles vary between 60-90 Days.
1.14 All hair colour services and hair extension installation services come with a 1-2 day complaint policy, and does not qualify for any refunds. Should you be unhappy with your hair colour or a hair service performed by our team, we will be more than happy to resolve the issue within 1-2 days after the service was rendered.
2. REFUNDS (IF/wHERE APPLICABLE)
2.1 Once your return is received and inspected, Novella and Co will send you an email to notify you that we have received your returned item. Please wait 2-3 days to get an accepted or rejected return notification from our Team.
2.2 In the case that your return is approved and you are eligible for a refund, the funds will be returned by the payment type used for the purchase, credit card refunds may take up to 10 days to reflect in your account. Refunds will exclude payment charges and courier costs.
2.3 Sale items (if applicable)
2.4 Only regular priced items may be refunded, unfortunately promotion/ sale items cannot be refunded or returned.
2.5 In the event that a nail refund or eyelash extension refund is requires the application needs to be done 1-2 days after the actual service was rendered. All refunds will be determined on a case to case basis.
2.6 Hair colour services and hair extension maintenance service are not eligible for refunds.
3. EXCHANGES
3.1 Novella and Co will only exchange items that have been unopened, unused and in it’s original packaging and condition. If we have found that the item has been used or opened it will not be eligible for an exchange.
4. SHIPPING YOUR RETURN OR EXCHANGE
4.1 The product can be returned by hand or by courier to our Pretoria Branch (162 Lynnwood Road, WIlgers, Pretoria 0081)
4.2 You will be responsible for paying for your own courier costs to return the item to us. Please note, all Shipping costs are non-refundable.
4.3 We do not guarantee that we will receive your returned item, we will not accept any damage or loss for lost packages that did not reach our store. You should consider using a trackable shipping service or purchasing shipping insurance