Refund policy
At NovaTherapy™, we are committed to providing high-quality beauty technology and excellent customer service. Please read this Return & Refund Policy carefully before making a purchase.
This policy complies with the Consumer Protection Act, 68 of 2008 ("CPA"). Nothing in this policy is intended to limit or exclude any rights you may have under applicable South African law.
1. Return Eligibility
We offer a 14-day return period from the date your order is delivered.
To qualify for a return, the product must:
- Be accompanied by valid proof of purchase.
- Be returned within 14 days of delivery.
- Include all original accessories, charging cable, manuals, packaging and any complimentary promotional items.
- Be securely packaged to prevent damage during return shipping.
- Be cleaned and sanitized before being returned.
Returns that do not meet these requirements may be refused or may qualify only for a partial refund where permitted by law.
2. Return Authorization Required
All returns require prior approval.
Before returning any item, customers must contact NovaTherapy™ to obtain Return Authorization instructions.
Returns sent without authorization may be refused and returned to the sender at the sender's expense.
3. Change of Mind Returns
If you purchased the product and simply changed your mind, we may accept a return provided that:
- the product has not been materially used;
- it remains in substantially the same condition in which it was received;
- it can reasonably be resold;
- all included items are returned.
The customer is responsible for all return shipping costs.
Original shipping charges are non-refundable.
If the returned product shows signs of use beyond what is reasonably necessary to inspect it, NovaTherapy™ reserves the right to deduct an amount reflecting any reduction in value, where permitted by law.
4. Hygiene Products
NovaTherapy™ products are personal beauty devices intended for direct skin contact.
For health and hygiene reasons, products returned in an unsanitary, contaminated or unhygienic condition may be refused unless the return relates to a verified manufacturing defect or another legal right under the CPA.
Customers are responsible for cleaning the device before returning it.
5. Faulty or Defective Products
If your product is defective due to a manufacturing fault, you are entitled to the remedies provided under the Consumer Protection Act.
Please notify us as soon as reasonably possible and provide:
- Order number
- Detailed description of the issue
- Clear photographs
- Video demonstrating the fault (where applicable)
NovaTherapy™ reserves the right to inspect or test the returned product before approving a repair, replacement or refund.
Where inspection confirms that the issue resulted from misuse, accidental damage or normal wear and tear rather than a manufacturing defect, the warranty claim may be declined.
6. Manufacturing Defects Do Not Include
The following are not considered manufacturing defects:
- Accidental drops
- Water or liquid damage
- Damage caused by misuse or negligence
- Incorrect charging methods
- Use of incompatible chargers
- Unauthorized repairs or modifications
- Failure to follow operating instructions
- Cosmetic scratches after delivery
- Normal battery degradation
- Ordinary wear and tear
- Damage caused by pets, children or third parties
7. Inspection Process
Every returned product undergoes inspection before any refund, repair or replacement is approved.
Inspection may take up to 10 business days after we receive the returned item.
Approval of a return request does not guarantee approval of a refund.
8. Refunds
If your return is approved:
- Refunds will be issued to the original payment method.
- Shipping costs are not refundable unless required by law.
- Processing may take 5–10 business days after approval.
- Your bank or payment provider may require additional time before funds appear in your account.
9. Exchanges
Where appropriate, NovaTherapy™ may offer a replacement instead of a refund.
Replacement products are subject to stock availability.
If an identical product is unavailable, we may offer a comparable replacement or refund where applicable.
10. Missing or Incorrect Orders
Customers must notify us within 48 hours of delivery if:
- an item is missing;
- the incorrect item was received;
- the parcel arrived visibly damaged.
Failure to notify us within this period may affect our ability to investigate the claim.
11. Lost Parcels
If a parcel is lost before delivery has been confirmed, NovaTherapy™ will investigate the matter with the courier.
Customers agree to cooperate with any courier investigation where required.
12. Incorrect Delivery Information
Customers are responsible for ensuring that all delivery information is accurate before completing their purchase.
NovaTherapy™ cannot be held responsible for delays, failed deliveries or additional courier charges resulting from incorrect information supplied by the customer.
Where a parcel is returned because of an incorrect address, additional shipping charges may apply before re-delivery.
13. Promotional Items
If your purchase included:
- free gifts,
- bonus products,
- promotional bundles,
- discounted accessories,
those items must also be returned before a full refund can be issued.
NovaTherapy™ reserves the right to deduct the retail value of promotional items not returned, where permitted by law.
14. Fraud Prevention
NovaTherapy™ reserves the right to refuse returns, refunds or exchanges where there is reasonable evidence of:
- fraudulent activity;
- false defect claims;
- abuse of our return policy;
- excessive return activity;
- altered or tampered products;
- chargeback abuse;
- intentional misuse.
15. Medical Disclaimer
NovaTherapy™ products are cosmetic beauty devices.
They are not medical devices and are not intended to diagnose, treat, cure or prevent any disease or medical condition.
Customers with skin disorders, implanted medical devices, pregnancy or other medical concerns should consult an appropriately qualified healthcare professional before use.
16. Limitation of Liability
To the fullest extent permitted by applicable law, NovaTherapy™ shall not be liable for any indirect, incidental, consequential or special damages arising from the use or misuse of the product.
Nothing in this policy excludes liability that cannot legally be excluded under South African law.
17. Consumer Rights
Nothing contained in this Return & Refund Policy limits, excludes or replaces any rights available to consumers under the Consumer Protection Act or any other applicable South African legislation.