Return Policy
1. Regular Return(s) and Exchange(s)
We can honor a refund for return or an exchange for a purchase made on www.nowana.com only if your case meets the following conditions;
- Product(s) need to be unopened, unused, and returned in the original packaging;
- Receipt or proof of purchase must be submitted with the request for return;
- Request for return or exchange is made within 3 days of receiving the parcel;
- Request to be submitted to support@nowana.com or submitted via our Customer Support portal.
We do not honor refunds for Botulinum Toxins or other temperature sensitive products.
If you request a return, you agree to the following;
- The customer is responsible for covering the cost of return, this includes any customs charges upon return to country or origin, Nowana does not compensate or reimburse the customer for these costs;
- If the returned parcel is lost or unable to be acquired by Nowana, the customer is not entitled to receive a refund nor is the customer entitled to have the product(s) exchanged as the return is deemed incomplete;
- In the case that the returned parcel has sustained damage during transport, it is the customer their responsibility to come to an agreement with the logistics company that handled the returned parcel
Once the returned parcel is received and inspected by Nowana we will notify the customer that the return parcel is received and whether or not it has been approved for refund or exchange. If the approval for refund or exchange is granted;
- A refund, excluding the original cost of delivery, will be made to the original payment method within 5 business days of receiving the returned parcel or;
- An exchanged product will be shipped out within 5 business days of receiving the returned parcel
No refund or exchange will be honored if a product has been opened, used or damaged. Once an order has been placed and the customer refuses acceptance of delivery of that order from either the local postal office, courier, border control or customs, then no refund will be issued as a result of the goods being returned to us. Nowana has the right to approve, reject, and partially approve the request.
2. Return(s) or Exchange(s) for Damaged of Defect Item(s)
We shall honor a refund or an exchange for a damaged or defective product purchased on www.nowana.com only if your case meets the following conditions;
- Product(s) need to be returned with the original packaging;
- Receipt or proof of purchase must be submitted with the request for refund or exchange;
- Request for return or exchange is made within 3 days of receiving the parcel;
- Video or picture evidence with a description of the issue must be included with the request;
- Request to be submitted to support@nowana.com or submitted via our Customer Support portal
Upon receival of your request, Nowana will reply within 3 business days with instructions on how to proceed with the return of the damaged or defective product, any returns made prior to this approval will not be considered valid.
We do not honor refunds for Botulinum Toxins or other temperature sensitive products.
If you request a refund or exchange, you agree to the following;
- The customer is responsible for covering the initial cost of return, this includes any customs charges upon return to country or origin, if your claim is deemed legitimate and eligible for a refund or exchange, Nowana will compensate these costs in the form of a refund or store credit;
- If the returned parcel is lost or unable to be acquired by Nowana, the customer is not entitled to receive a refund nor is the customer entitled to have the product(s) exchanged as the return is deemed incomplete;
- In the case that the returned parcel has sustained damage during transport, it is the customer their responsibility to come to an agreement with the logistics company that handled the returned parcel
Once the returned parcel is received and inspected by Nowana we will notify the customer that the return parcel is received and whether or not it has been approved for refund or exchange. If the approval for refund or exchange is granted;
- A refund will be made to the original payment method within 5 business days of receiving the returned parcel or;
- An exchanged product will be shipped out within 5 business days of receiving the returned parcel
Nowana has the right to approve, reject, and partially approve the request
3. Failure of Deliver
If a parcel is returned to us because it could not be delivered to the customer (either because the customer was not available for pick-up, refused delivery, or could not collect the parcel from a local pick-up point) we can resend the parcel at your cost or issue a refund once we receive back the parcel with the delivery fee and any return fees deducted.
4. Customs Interference
In the situation where a parcel is held in customs, the customer is responsible to contact the authorities in charge of customs in order to have the parcel released. If there are any additional import taxes or customs duties to be paid, the customer is responsible for paying these charges. If the customer refuses to pay these charges and agrees to have the parcel returned to the sender, Nowana will honor a refund only for a successfully returned parcel, and will deduct the original delivery cost and any additional costs incurred for the return of the parcel. Nowana will not take responsibility for seized or destroyed goods.