Returns & Refund Policy

Welcome to Novah. We want you to shop with confidence. If something isn't right with your order, we're here to help.

This Returns & Refund Policy applies to all purchases made from Novah, a trading name of Callous Online (Pty) Ltd.

1. Our Commitment

We take pride in supplying high-quality, brand-new products. Every order is carefully inspected before it leaves our warehouse.

If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible so we can resolve the issue.

2. Change of Mind Returns

If you change your mind after placing an order, please contact us immediately.

If your order has not yet been dispatched, we may be able to cancel it.

Once an order has been dispatched or delivered, change-of-mind returns may be accepted at Novah's discretion, provided that:

• the product is unused;
• the product is unopened where applicable;
• all original packaging, accessories, labels and seals remain intact;
• the product is in a resalable condition.

The customer is responsible for the cost of returning change-of-mind items unless otherwise agreed.

Shipping charges are non-refundable.

3. Damaged, Incorrect or Missing Items

Please inspect your order as soon as it arrives.

If you receive:

• a damaged product;
• a defective product;
• the wrong item; or
• an item missing from your order,

please contact us within 30 days of delivery.

Where possible, include:

• your order number;
• photographs of the product;
• photographs of the packaging; and
• a brief description of the issue.

We will investigate the matter and, where appropriate, arrange a replacement, repair or refund.

4. Defective Products

Your rights are protected under the Consumer Protection Act, 2008.

If a product is found to be defective, unsafe or does not meet the quality reasonably expected, you may be entitled to a repair, replacement or refund in accordance with the Consumer Protection Act.

Novah will assess returned products before determining the appropriate remedy.

Nothing in this policy limits or excludes any rights that consumers have under South African law.

5. Hygiene and Personal Care Products

For the health and safety of all customers, certain products cannot be accepted for return if they have been opened, used, worn or where hygiene seals have been broken, unless the product is defective or required to be accepted under applicable law.

This includes, but is not limited to:

• personal care products;
• hygiene products;
• piercing aftercare products;
• cosmetic accessories; and
• any product that cannot safely be resold after opening or use.

6. Non-Returnable Items

The following items generally cannot be returned unless defective or required by law:

• used products;
• opened hygiene products;
• products with broken hygiene seals;
• products intentionally damaged after delivery;
• products damaged through misuse, abuse or improper care.

7. Return Shipping

Where a return is approved because the product is defective, damaged or supplied incorrectly, Novah will arrange or cover reasonable return shipping costs.

Where a return is requested for reasons other than a defective or incorrect product, the customer is responsible for return shipping costs.

8. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method wherever possible.

Depending on your payment provider, refunds may take several business days to reflect.

9. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If the requested replacement product is unavailable, a refund or suitable alternative may be offered.

10. How to Request a Return

To request a return, please contact:

Novah
Trading Name of Callous Online (Pty) Ltd

Email: novah.onlineza@gmail.com

Phone: +27 507 7817

Location: Pretoria, South Africa

Please include your order number and a description of the issue to help us assist you as quickly as possible.

11. Your Consumer Rights

Nothing in this policy limits, excludes or replaces any rights that consumers have under the Consumer Protection Act, 2008, or any other applicable South African legislation.