Refund policy

NOVA GLOW RETURNS, REFUNDS & EXCHANGES POLICY

At Nova Glow, we strive to provide high-quality beauty and personal care products. This Returns, Refunds & Exchanges Policy is designed to comply with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable South African laws.

Nothing in this policy is intended to limit or exclude any rights afforded to consumers under South African law.

1. ONLINE PURCHASE COOLING-OFF PERIOD

In accordance with the Electronic Communications and Transactions Act (ECTA), customers who purchase products online may cancel their order within 7 (seven) days after receiving the goods.

To qualify for a cooling-off return:

  • The product must be returned within the applicable period.

  • The product must be in substantially the same condition as when delivered.

  • All original packaging, accessories, manuals, inserts, and components must be included.

  • The product must not be damaged through misuse or negligence.

  • The customer is responsible for all return shipping and courier costs.

Nova Glow reserves the right to deduct any direct costs incurred in returning the goods where permitted by law.

Refunds approved under the cooling-off period will be processed after the returned goods have been received and inspected.

2. DEFECTIVE OR FAULTY PRODUCTS

In terms of the Consumer Protection Act, customers may return products within 6 (six) months of delivery if the product is defective, unsafe, or fails to meet the standards of acceptable quality as required by law.

Where a valid defect is confirmed, Nova Glow may provide one of the following remedies:

  • Repair of the product;

  • Replacement of the product; or

  • Refund of the purchase price.

All returned products will be inspected before a remedy is approved.

A product will not be regarded as defective where the issue results from:

  • Normal wear and tear;

  • Accidental damage;

  • Negligence;

  • Improper use;

  • Failure to follow product instructions;

  • Improper storage;

  • Exposure to water or liquids where not intended;

  • Unauthorized repairs or modifications;

  • Power surges or electrical misuse;

  • Cosmetic damage occurring after delivery.

3. HYGIENE, PERSONAL CARE & BEAUTY PRODUCTS

For health, hygiene, and safety reasons, certain products may not be returned once opened, used, worn, activated, or unsealed, except where required by law.

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Products with broken hygiene seals, removed protective films, signs of use, skin contact, hair contact, or tampering may not qualify for return unless the product is defective as defined by the CPA.

4. INCORRECT PRODUCT RECEIVED

If Nova Glow delivers the wrong product, customers must notify us within 7 (seven) days of delive

Upon verification:

  • We will arrange collection of the incorrect item where applicable.

  • We will provide the correct product, subject to availability.

  • If a replacement is unavailable, a refund may be issued.

The item must be unused and returned with all original packaging and accessories.

5. PRODUCTS DAMAGED DURING DELIVERY

If a product arrives visibly damaged, customers must:

  • Notify Nova Glow within 48 hours of delivery.

  • Retain all original packaging.

  • Provide photographs of the product and packaging.

Failure to report transit damage within a reasonable period may affect our ability to process the claim.

6. NON-RETURNABLE ITEMS

The following items are generally not eligible for return unless defective or otherwise required by law:

  • Opened LED Face Masks

  • Used LED Treatment Devices

  • Opened Hair Trimmers

  • Used Beauty Accessories

  • Gift Cards

  • Digital Products

  • Downloadable Content

  • Clearance Items

  • Sale Items Marked "Final Sale"

  • Promotional or Complimentary Products

  • Personalized or Custom-Made Products

7. RESULTS DISCLAIMER

Nova Glow sells cosmetic and beauty products intended for personal care and wellness purposes.

Nova Glow does not guarantee specific cosmetic, skincare, anti-aging, acne reduction, skin rejuvenation, hair removal, hair growth, pigmentation reduction, or beauty-related results.

Individual results vary based on:

  • Skin type

  • Age

  • Consistency of use

  • Lifestyle factors

  • Medical conditions

  • Environmental factors

  • Individual biological differences

Dissatisfaction with expected cosmetic results does not constitute a defect and does not qualify for a refund where the product is functioning as intended.

8. LED DEVICE DISCLAIMER

LED masks, LED therapy devices, and related beauty technologies sold by Nova Glow are cosmetic products and are not medical devices unless expressly stated otherwise.

Nova Glow products are not intended to:

  • Diagnose diseases;

  • Treat medical conditions;

  • Cure illnesses;

  • Prevent diseases;

  • Replace professional medical advice.

Customers should consult a qualified healthcare professional before use if they have any medical concerns, skin conditions, photosensitivity, epilepsy, or are using medication that may increase light sensitivity.

9. HAIR TRIMMER RETURNS

Hair trimmers and grooming devices are personal-use hygiene products.

For health and hygiene reasons, hair trimmers that have been:

  • Used;

  • Tested on skin;

  • Tested on hair;

  • Damaged through use;

  • Opened beyond reasonable inspection;

may not be returned unless the product is defective as defined under the Consumer Protection Act.

10. RETURN CONDITIONS

To qualify for a return, customers may be required to provide:

  • Proof of purchase;

  • Order number;

  • Full name;

  • Contact details;

  • Photographs or videos of the issue where applicable.

Nova Glow reserves the right to reject returns that:

  • Are incomplete;

  • Are unsanitary;

  • Show evidence of misuse;

  • Are returned without authorization;

  • Do not comply with this policy.

11. INSPECTION OF RETURNED GOODS

All returned products are subject to inspection by Nova Glow.

Nova Glow reserves the right to:

  • Test products;

  • Verify reported defects;

  • Assess product condition;

  • Confirm warranty eligibility.

Where no fault is found, the product may be returned to the customer at the customer's expense.

12. REFUNDS

Approved refunds will be processed using the original payment method where possible.

Refund processing times may vary depending on the payment provider, bank, or financial institution.

Nova Glow reserves the right to withhold a refund until returned goods have been received and inspected.

Shipping fees, courier fees, customs fees, and other service-related charges are non-refundable unless required by law or where the return results from an error by Nova Glow.

13. RETURN SHIPPING

Customers are responsible for return shipping costs unless:

  • The incorrect product was supplied;

  • The product is confirmed to be defective;

  • The product was damaged before delivery.

Customers are responsible for ensuring returned items are adequately packaged.

Nova Glow is not responsible for products lost, damaged, or delayed during return transit.

We recommend using a tracked and insured courier service.

14. CHARGEBACKS & PAYMENT DISPUTES

Customers agree to contact Nova Glow before initiating a chargeback or payment dispute.

Nova Glow reserves the right to contest fraudulent or invalid chargebacks using available evidence, including:

  • Tracking information;

  • Delivery confirmation;

  • Customer communications;

  • Product inspection reports;

  • Order records.

15. RIGHT TO REFUSE RETURNS

To the fullest extent permitted by South African law, Nova Glow reserves the right to refuse any return, refund, exchange, or replacement request that:

  • Does not comply with this policy;

  • Falls outside statutory consumer rights;

  • Involves misuse, abuse, or fraud;

  • Involves products damaged after delivery;

  • Involves normal wear and tear.

16. CONTACT US

For all return, refund, replacement, and warranty requests, please contact:

Nova Glow

Email: novaglow@gmail.com

Website: novaglow.co.za

Please include:

  • Order Number

  • Full Name

  • Contact Number

  • Description of the Issue

  • Photographs or Videos (if applicable)

Returns sent without prior authorization may be refused and returned to the sender at the sender's expense.

By purchasing from Nova Glow, customers acknowledge that they have read, understood, and agreed to this Returns, Refunds & Exchanges Policy.