Refund policy
Effective Date: 2025
At Novo Perfumes, we take great pride in offering authentic, high-quality fragrances. Please read this policy carefully and in its entirety before completing your purchase. By placing an order with Novo Perfumes, you confirm that you have read, understood, and agreed to every term outlined in this policy. Ignorance of this policy is not grounds for an exception. This policy is binding, non-negotiable, and applies to all customers and all orders without exception.
1. All Sales Are Final
All sales made through Novo Perfumes are final. We do not accept returns, offer exchanges, or issue refunds except in the one specific circumstance outlined in Section 2. No exceptions will be made regardless of the reason, timing, or circumstances surrounding the purchase. Completing a purchase constitutes your full acceptance of this policy.
2. The Only Exception — Sealed, Unopened Items
We will consider a return request only if every single one of the following conditions is met simultaneously. If even one condition is not fully satisfied, the return will be automatically and permanently rejected:
The item is completely unopened and in its original factory-sealed condition
The original shrink wrap, seal, or protective packaging is fully intact, undamaged, and untampered
The return request is submitted in writing to our support email within 7 calendar days of the confirmed delivery date according to carrier tracking
The item is returned in its original box with all original packaging materials, inserts, and accessories included
The customer provides clear photo and video evidence of the sealed item and packaging before shipping it back, sent to us before the return is shipped
We have reviewed and approved the return in writing before the item is sent back — items sent without prior written approval will be refused and returned to sender at the customer's expense
The customer ships the item back using a fully tracked and insured shipping method at their own expense
The item arrives back at our facility in the same sealed, undamaged condition confirmed in the pre-return photos and video
If the returned item arrives opened, damaged, tampered with, or in any condition different from what was documented and approved, the return will be rejected, no refund will be issued, and the item will be returned to the customer at their shipping expense.
Refunds approved under this exception will cover the item price only. Original shipping charges, insurance, handling fees, and any other associated costs are non-refundable. Approved refunds will be processed within 5–7 business days of receiving, inspecting, and verifying the returned item.
3. Order Cancellations
All orders are processed immediately upon placement. Once an order has been placed and payment has been processed, it cannot be cancelled, modified, or redirected under any circumstances. By completing checkout, you confirm your order is intentional, accurate, and final. Accidental orders, duplicate orders, or orders placed with incorrect information are not grounds for cancellation or refund. Please review your order carefully before submitting payment.
4. No Refunds — No Exceptions
Refunds will not be issued under any of the following circumstances. This list is illustrative and not exhaustive:
Opened, used, or partially used products, regardless of how little was used
Dislike of scent, strength, longevity, sillage, or projection after purchase
Fragrance performing differently on your skin or in your environment than expected
Allergic reactions, skin sensitivities, headaches, or personal intolerances of any kind
Change of mind after purchase for any reason
Buyer's remorse
Items purchased as gifts for another person
The gift recipient not liking or wanting the fragrance
Sale items, clearance items, discounted items, or items purchased with a promotional code, coupon, or store credit
Delayed delivery caused by the carrier, customs, weather, or any circumstance outside our direct control
Items marked as delivered by the carrier but claimed as not received, unless a formal carrier investigation has been completed and confirms non-delivery
Duplicate or accidental orders placed by the customer
Orders placed with an incorrect name, address, or contact information provided by the customer
Fragrance batch variations in scent, color, concentration, or packaging
Personal dissatisfaction with the product for any reason not covered by Section 6
5. Allergic Reactions & Sensitivities
Fragrance and cosmetic products may cause irritation, allergic reactions, headaches, or sensitivities in some individuals. These reactions are personal physiological responses and do not indicate a product defect, contamination, or misrepresentation. Allergic reactions, skin irritation, respiratory sensitivity, or personal intolerance do not qualify for a return, refund, replacement, or store credit under any circumstances. By purchasing any fragrance product from Novo Perfumes, you fully acknowledge and accept this inherent risk. If you have known fragrance allergies or sensitivities, we strongly advise consulting with a medical professional before purchasing any fragrance product.
6. Damaged, Defective, or Incorrect Items
In the rare event that your order arrives damaged, defective, or incorrect due to a verified and documented error solely on the part of Novo Perfumes, you must contact us within 48 hours of the confirmed delivery timestamp shown in carrier tracking. Claims submitted after 48 hours from the confirmed delivery time will not be reviewed, considered, or honored under any circumstances, with no exceptions.
To submit a valid damage or error claim, all of the following must be provided in your initial contact:
Your full name and order number
Clear, well-lit photographs of the damaged or defective item
Clear photographs of the outer shipping packaging exactly as it was received, including all sides
A detailed written description of the issue
A photograph of the shipping label
Incomplete claims that are missing any of the above will not be processed. Novo Perfumes reserves the sole right to determine the appropriate resolution, which may include a replacement or store credit at our discretion. A submitted claim does not guarantee any specific resolution. Submitting false, exaggerated, or fraudulent damage claims is considered fraud and may result in your permanent ban from Novo Perfumes and referral to relevant legal authorities.
7. Batch Variations & Product Consistency
Fragrances are natural and semi-natural products. Minor variations in scent profile, color, opacity, concentration, and packaging design may occur between production batches from the manufacturer. These variations are normal, industry-standard, and do not constitute a defect, misrepresentation, or grounds for a return or refund. Novo Perfumes is not responsible for batch-to-batch variations produced by the manufacturer.
8. Authenticity
All products sold by Novo Perfumes are 100% authentic and sourced from legitimate suppliers. If a customer believes a product is inauthentic or counterfeit, they must provide verified, independent third-party laboratory or manufacturer documentation confirming inauthenticity before any claim will be considered. Unverified claims of inauthenticity, personal opinion, or comparison to other batches do not constitute proof and will not be grounds for a return, refund, or any other resolution. Making false claims of inauthenticity to pressure a refund may be considered fraud and handled accordingly.
9. Bundle & Multi-Item Orders
For orders containing multiple items or bundled products, a return of one item does not entitle the customer to a refund or credit on the remaining items in the order. Each item in a multi-item order is treated individually and independently. The sealed return exception outlined in Section 2 applies only to the specific individual item being returned, not to the order as a whole. Partial refunds on bundles sold as a single unit are not available.
10. Lost, Stolen, or Delayed Packages
Once your order has been dispatched and a tracking number has been provided, the package is in the care of the carrier and Novo Perfumes is no longer liable for its delivery. Novo Perfumes is not responsible for packages that are lost, stolen, delayed, seized by customs, or damaged in transit once they have left our facility.
If your tracking shows delivered but you have not received your package, you must take the following steps in order before contacting us:
Wait 24 hours, as carriers sometimes mark packages as delivered prematurely
Check all entry points of your property, with neighbors, and with all household members
Contact the carrier directly and open a formal investigation, obtaining a case or reference number
Contact your local post office or delivery facility
Contact us only after completing the above steps, providing your order number and the carrier investigation reference number
Novo Perfumes will cooperate fully with legitimate carrier investigations but bears no financial responsibility for packages confirmed as delivered by the carrier or lost after leaving our facility. We strongly recommend purchasing shipping insurance at checkout to protect your order.
11. Chargebacks & Payment Disputes
Filing a chargeback or payment dispute with your bank or payment provider without first contacting Novo Perfumes and allowing us a reasonable opportunity to resolve the matter is considered a breach of this agreement and may constitute fraud. We maintain comprehensive records of all orders, communications, shipment confirmations, tracking data, and delivery confirmations. Any chargeback filed will be disputed with full documentation provided to the relevant payment processor, bank, or financial institution. Customers who file illegitimate or fraudulent chargebacks will be permanently banned from Novo Perfumes, reported to payment processors, and may be subject to civil or criminal legal proceedings. Contact us first — we are always willing to review legitimate concerns.
12. Coercion, Threats & Social Media
Threatening Novo Perfumes with negative reviews, social media posts, public complaints, or any other form of public pressure as a means of obtaining a refund, return, or any other resolution outside of this policy will not be tolerated and will not influence our decisions in any way. Such behavior may be considered extortion or coercion depending on applicable law and will be handled accordingly. We welcome genuine, honest feedback through appropriate channels but will not be coerced into violating our stated policy.
13. Customer Responsibility
It is the sole responsibility of the customer to:
Read and understand this policy in full before placing an order
Ensure the shipping address entered at checkout is correct and complete
Research fragrance descriptions, notes, and profiles before purchasing
Contact us with any questions before purchasing, not after
Ensure someone is available to receive the package upon delivery
Inspect the package immediately upon delivery and report issues within 48 hours
Novo Perfumes is not responsible for outcomes resulting from the customer's failure to fulfill any of the above responsibilities.
14. Communications & Support
All support inquiries must be submitted in writing via email. Phone or social media-based claims will not be accepted or processed. All communications related to orders, claims, or disputes must be conducted through our official support email to ensure proper documentation. Response times may vary. Contacting us through multiple channels simultaneously does not expedite your request.
15. Governing Law & Jurisdiction
This policy and any disputes arising from or related to it shall be governed by and construed in accordance with the laws of the State of Florida, United States of America, without regard to conflict of law principles. By purchasing from Novo Perfumes, you acknowledge that Florida law governs this agreement regardless of the state or territory within the United States from which you are placing your order. Any legal action or proceeding shall be brought exclusively in the courts of Broward County, Florida, and you waive any objection to jurisdiction or venue in that court.
16. Severability
If any provision of this policy is found to be unenforceable or invalid under applicable law, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed from this policy if modification is not possible. The remaining provisions of this policy shall remain in full force and effect.
17. Entire Agreement
This Return & Refund Policy constitutes the entire agreement between the customer and Novo Perfumes with respect to returns, refunds, and related matters. It supersedes all prior communications, representations, or agreements, whether written or verbal. No employee, representative, or agent of Novo Perfumes has the authority to make exceptions to or modifications of this policy verbally or through informal written communication.
18. Policy Updates
Novo Perfumes reserves the right to update, modify, or replace this policy at any time without prior notice. The version of this policy in effect at the time your order is placed governs that order. It is your responsibility to review this policy each time you make a purchase.
Section 19 — State-Specific Consumer Rights
Certain states provide consumers with statutory rights that may differ from or supersede the terms of this policy. Nothing in this policy is intended to waive or override any rights granted to you by the mandatory laws of your state. However, to the fullest extent permitted by applicable law, all terms of this policy shall apply.
By completing a purchase with Novo Perfumes, you confirm that you are of legal age to enter into a binding agreement, that you have read this policy in its entirety, that you fully understand its terms, and that you agree to be bound by it without reservation.