Refund Policy
Last updated: 6 September 2026
Our 90-day results guarantee
We want you to be genuinely happy with your Novelle device. If you have used your device as directed and you are not seeing the results you hoped for, you can return it for a refund within 90 days of the date your order is delivered.
This is a voluntary guarantee we offer in addition to your legal rights, which are set out below and are not affected by it.
How to request a refund
- Send us a message through our contact form within 90 days of receiving your order. Include your order number and a short note about how you used the device and what results you experienced.
- We will reply to confirm your return and provide the return address.
- Send the device back to us. Return postage is paid by you. We strongly recommend using a tracked service and keeping proof of postage, as we cannot refund items that do not reach us.
- Once your return arrives and has been checked, we will refund the price you paid for the product to your original payment method within 14 days.
Condition of returned items
Please return the device complete with any accessories, cables and packaging where you still have them. Normal signs of use are expected and completely fine — the whole point of this guarantee is that you have genuinely tried the device. We may reduce a refund only where an item has been damaged beyond normal use, or where parts are missing.
Faulty, damaged or incorrect items
If your device arrives faulty, damaged or is not what you ordered, send us a message through our contact form with your order number and a photo where possible. In these cases we cover return postage and will offer a repair, replacement or full refund.
If you are a consumer in the UK, the Consumer Rights Act 2015 gives you the right to reject faulty goods for a full refund within 30 days of receiving them. Nothing in this policy limits that right.
Your right to cancel (UK and EU customers)
Separately from our 90-day guarantee, if you are a consumer in the UK or EU you have the legal right to cancel your order for any reason within 14 days of receiving it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To cancel, send us a message through our contact form within that 14-day period. You then have a further 14 days to return the goods, and we will refund you within 14 days of receiving them. Where you cancel under this right, you are responsible for the cost of returning the goods.
What we cannot refund
- Requests made more than 90 days after delivery.
- Items that are never actually returned to us, or that are lost in transit when sent without tracking.
- The cost of your return postage, except where the item was faulty, damaged or incorrect.
Refund timing
Refunds are issued to your original payment method. Once we process a refund it can take a further 5–10 business days to appear on your statement, depending on your bank or card provider.
Contact us
Novelle Beauty
Send us a message through our contact form and we will reply to the email address you give us, normally within 1–2 business days.