Return & Refund Policy

At Nova Crest Store, we strive to ensure you are completely satisfied with every purchase. We understand that sometimes a product may not be exactly what you expected, and we are here to make the return or refund process as straightforward as possible for our customers across the UAE.

1. Eligibility for Returns

To be eligible for a return, please ensure the following conditions are met:

  • Timeframe: You must initiate your return request within 14 days of receiving your order.

  • Condition: Items must be in their original packaging, unused, and in the same condition that you received them.

  • Proof of Purchase: Please have your order number or a copy of your purchase confirmation ready to expedite the process.

  • Non-Returnable Items: For hygiene and safety reasons, certain products (such as beauty consumables or items explicitly marked as "Final Sale") may not be eligible for return unless they are defective.

2. How to Request a Return

If you are unhappy with your item or have received a damaged product, please follow these steps:

  • Contact Us: Reach out to our support team with your order number and a brief description of the issue.

  • Provide Details: If the item is damaged or defective, please include clear photographs of the product and the packaging.

  • Approval: Once your request is submitted, our team will review it and provide instructions on how to return the item to our facility.

3. The Refund Process

Once we have received and inspected your returned item, we will notify you regarding the status of your refund:

  • Approval Notification: We will inform you whether your return has been approved or rejected based on the condition of the item.

  • Processing Time: If approved, your refund will be processed promptly. Please note that it may take a few business days for the credit to appear on your original payment method, depending on your bank's processing times.

  • Method of Refund: Refunds will be issued back to the original payment method used during the initial purchase.

4. Exchanges

If you received a product that is not the right size or variant, we are happy to facilitate an exchange:

  • The item must be in its original, unused condition.

  • If the requested exchange item is unavailable, we will offer you a refund or store credit instead.

5. Damaged or Incorrect Items

We take great care in packaging your orders, but we understand that mishaps can happen during transit:

  • If your order arrives damaged or you receive the incorrect item, please notify us immediately upon delivery.

  • We will prioritize the resolution of these cases, ensuring you receive a replacement or a full refund as quickly as possible, at no additional cost to you.

By shopping with Nova Crest Store, you agree to the terms outlined in this policy. We are dedicated to providing a fair and transparent experience to ensure you can shop with confidence.