Refund Policy

Last updated: September 17, 2026

This policy applies to purchases from Novanestle at novanestle.com, operated by RUITU HK TRADING LIMITED.

45-day return window

Request a return within 45 days of purchase. For a change-of-mind return, the item must be unused and in its original condition, with its packaging, tags and accessories. Keep your order confirmation or other proof of purchase. Items purchased at regular promotional prices remain eligible under the same conditions.

How to request a return

1. Use the written contact details on our Contact page. Include your order number, the item, your reason for returning it and a way to reply to you. For damage, defects or an incorrect item, include relevant photos where practical.
2. Obtain return instructions and the correct return address before sending merchandise. Our Hong Kong registered office and any sender address on a parcel are not automatically returns addresses.
3. Pack the item securely and retain your return shipping receipt and tracking information.

The 45-day period is the deadline to request a change-of-mind return, not a requirement to complete inspection within that period. Please retain evidence of when you sent your request.

Who pays the return costs?

For a change-of-mind return, you pay the return postage. Original delivery charges, including expedited shipping charges, are not refunded. Any legally required refund takes priority over these change-of-mind conditions.

Damaged, defective or incorrect items

Let us know as soon as reasonably possible and retain the item and packaging for review. We will cover necessary return shipping and arrange an appropriate refund or replacement. The unused-item requirements for change-of-mind returns do not exclude a genuine defect or incorrect-item claim. The 45-day voluntary return window does not restrict any longer period or remedy provided by applicable law.

Refund method and timing

After receipt and inspection of an eligible return, we will initiate the approved refund to the original payment method within 7-14 business days and notify you of the outcome. Your bank or payment provider may take additional time to post the credit. If you have not received a refund after the expected processing period, check with your payment provider and contact us with your order number.

Cancellations and exchanges

Request an order change or cancellation promptly. A change may no longer be possible once an order is dispatched; the return process then applies. For an exchange, obtain instructions first because replacement availability can vary. Refunds for an unshipped order cancelled because of a dispatch delay follow our Shipping Policy and applicable law, not the return-inspection timeline above.

This policy does not exclude or limit mandatory consumer rights.