Refund policy

Last updated: 23.09.2026

Legal guarantee of conformity (France/EU) and UK statutory rights

As a consumer located in France or the EU, you benefit from the legal guarantee of conformity, which allows you to request repair or replacement of a defective or non-conforming product for up to 2 years from delivery, free of charge. This legal guarantee exists independently of any goodwill or reporting timeframe below, and nothing in this policy reduces or limits it.

If you are a consumer located in the UK, you benefit from equivalent statutory protection under the Consumer Rights Act 2015, including the right to reject a faulty product within 30 days of delivery for a full refund, and further repair, replacement, or refund rights for up to 6 years from delivery (subject to the burden of proof shifting to you after the first 6 months).

Right of withdrawal (EU/UK customers)

If you are a consumer located in the EU or UK, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU Consumer Rights Directive / UK consumer law.

To exercise this right, contact us at office@novelliss.com within the 14-day period. Once you have informed us of your withdrawal, we will reimburse you within 14 calendar days — we may withhold reimbursement until we have received the goods back, or until you have provided evidence that you have sent them back, whichever is earlier.

You must return the goods within 14 days of notifying us, in their original, unused, and resalable condition, including original packaging.

Hygiene exception: the withdrawal right does not apply to products that were sealed for health or hygiene protection reasons and have been unsealed by you after delivery, in accordance with EU consumer law. This applies specifically to hair care and treatment products whose seal has been broken — not to all opened packaging generally.

Reporting a fault quickly (does not affect your legal rights)

We encourage you to let us know about any visible damage, defect, or incorrect item as soon as possible — ideally within 30 days of delivery, with photos of the issue — so we can resolve it quickly. This is a courtesy timeframe only and does not limit or replace your 2-year legal guarantee of conformity above, which remains available regardless of when a defect is reported.

Return shipping costs

For withdrawal (change of mind) returns, the customer is responsible for return shipping costs, unless otherwise stated. For faulty/non-conforming items, NOVELLISS (Hair Complex International SAS) covers return shipping.

Professional products

Restorative Smoothing and other professional-use products, once opened, are subject to the same hygiene exception described above and the same legal guarantee — professional status does not remove your statutory rights as a business customer where applicable law provides them.

Return address

Returns must be sent, after prior agreement by e-mail, to:

NOVELLISS – Hair Complex International SAS
4 Traverse Alexandre III
06400 Cannes
France

Please contact us before sending any return so that we can confirm the address and give you a return reference. Parcels sent without prior agreement may be refused.