Refund policy
Effective Date: 2025
At Novo Perfumes, we take pride in offering authentic, high-quality fragrances, and we want every purchase to feel like a good decision. Please take a few minutes to read through this policy before you order — it explains how cancellations, damaged items, and refunds work, and it applies to every order placed with us.
1. Our Return Policy
Because of the nature of fragrance products, we're unable to accept returns or offer refunds once an order has shipped, outside of the two situations below: a cancellation within our 15-minute window (Section 2), or a verified damaged, defective, or incorrect item (Section 4). We know that's stricter than some retailers, and we try to make up for it with clear photos, honest descriptions, and real customer support if something goes wrong — so please don't hesitate to reach out with questions before you order.
2. Order Cancellations — 15-Minute Window
You can cancel your order for any reason within 15 minutes of placing it. Just email us at support@novoperfumes.com right away with your order number and a note asking to cancel, and we'll issue a full refund to your original payment method.
Once that 15-minute window closes, your order is already routed for processing, so we're not able to cancel or modify it after that point — including for incorrect information, duplicate orders, or a change of heart. We'd rather be upfront about this now than leave you guessing later, so please double-check your order before checking out.
3. What's Not Covered
To keep things consistent for everyone, refunds generally aren't available for:
- Opened or used products
- Not loving how a scent smells, performs, or lasts on you
- Skin sensitivities or personal reactions (see Section 5 below)
- A change of mind after the 15-minute window has closed
- Gifts the recipient didn't end up wanting
- Sale, clearance, or promo-code items
- Delivery delays caused by the carrier, customs, or weather
- Orders marked delivered by the carrier but reported as not received, until a carrier investigation confirms otherwise
- Orders placed with an incorrect name or address
- Natural batch-to-batch variation in scent or packaging (see Section 6)
If you're ever unsure whether something qualifies, just email us — we're happy to talk it through.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or wrong, we want to make it right. Please reach out within 48 hours of delivery (per the carrier's tracking timestamp) so we can look into it while everything's fresh — claims after that window are harder for us to verify and process.
To help us resolve it quickly, please include:
- Your name and order number
- Clear photos of the item and the outer packaging (all sides)
- A quick description of what happened
- A photo of the shipping label
Once we have everything, we'll get back to you with a resolution — usually a replacement or store credit. We ask that claims be accurate and complete, since exaggerated or false claims slow things down for everyone and may affect your ability to order from us in the future.
5. Allergic Reactions & Sensitivities
Fragrance and cosmetic products can occasionally cause irritation or a reaction in sensitive individuals — that's true of any fragrance brand, not a sign of a defective product. If you have known fragrance allergies or sensitive skin, we'd recommend checking with a doctor or trying a sample size first. Because these reactions are personal rather than product defects, they're not eligible for a refund, but we're glad to help you find something better suited to you next time.
6. Batch Variations & Product Consistency
Fragrances are made from natural and semi-natural ingredients, so you may occasionally notice small differences in color, scent, or packaging between production batches — this is normal across the fragrance industry and not a sign of an issue with your order.
7. Authenticity
Every product we sell is 100% authentic, sourced from legitimate suppliers. If you ever have a genuine concern about a product's authenticity, please reach out — we'll work with you to look into it, and independent documentation (lab or manufacturer verification) helps us investigate faster.
8. Bundle & Multi-Item Orders
If one item in a multi-item order has an issue, we'll handle that item individually rather than the whole order — the rest of your order isn't affected. Bundles sold as a single unit are treated as one item once the 15-minute cancellation window has closed.
9. Lost, Stolen, or Delayed Packages
Once your order ships and has tracking, it's in the carrier's hands, so we're not able to take financial responsibility for packages that are lost, delayed, or marked delivered but not received. If that happens to you, here's what tends to help, in order:
- Give it 24 hours — carriers occasionally mark packages delivered a bit early
- Check around your property and with neighbors or housemates
- Contact the carrier to open a formal investigation and get a case number
- Check with your local post office or delivery facility
- Then reach out to us with your order number and the carrier's case number, and we'll help however we can
We'd also recommend adding shipping insurance at checkout for extra peace of mind, though it's not required.
10. Chargebacks & Payment Disputes
If something's wrong with your order, please contact us first — we'd much rather resolve it directly than have it go through a chargeback, and most issues can be sorted out quickly by email. We keep records of orders, communications, and shipping confirmations, and we'll share that documentation with your bank if a dispute is filed. Chargebacks made in bad faith (without giving us a chance to help) may affect your ability to order from us in the future.
11. Feedback & Reviews
We genuinely welcome honest feedback, good or bad — it helps us improve. If you're unhappy with an order, we'd really appreciate the chance to make it right directly before it goes to a public review, simply because we can usually resolve things faster in a direct conversation than we can respond to a review.
12. A Few Things That Help Us Help You
A little effort on these up front goes a long way:
- Double-check your shipping address at checkout
- Take a look at fragrance notes and descriptions before ordering, or reach out with questions beforehand
- Act within the 15-minute window if you need to cancel
- Keep an eye out for your delivery, and check the package as soon as it arrives so any issues can be reported within 48 hours
13. How to Reach Us
For cancellations, claims, or any questions, the fastest way to reach us is by email at support@novoperfumes.com — that way we have a written record and can follow up with any details we need.
14. Governing Law & Jurisdiction
This policy is governed by the laws of the State of Florida, and any legal disputes would be handled in the courts of Broward County, Florida.
15. Severability
If any part of this policy turns out to be unenforceable, the rest of the policy still stands.
16. Entire Agreement
This policy covers our full return, refund, and cancellation terms, and replaces any prior versions. If a team member ever tells you something different informally, this written policy is what governs.
17. Policy Updates
We may update this policy from time to time; the version in place when you order is the one that applies to that order.
18. Your State's Consumer Rights
Nothing in this policy overrides any rights you're entitled to under your state's consumer protection laws.
By placing an order with us, you're agreeing to the terms above. Thank you for trusting us with your fragrance journey — if anything ever comes up, we're just an email away.