Return policy

When purchasing from our webshop, you have a 14-day cooling-off period. Within this period, you can return products without giving a reason.

Conditions for return

• You have the right to return the order up to 14 days after receipt.
• Products must be returned unused, undamaged and in the original packaging.
• All supplied accessories and documentation must be included.
• The seal must not be broken (see exclusions).

How to return?

1. Fill in the return form from our Terms and Conditions, or send an email to info@novaskin.nl with your order number and reason for return.
2. Send the products to:
   NovaSkin
   Arnhemseweg 189
   7331 BJ Apeldoorn
   The Netherlands
3. We will process your return within 14 days of receipt.

Costs and risk

• The costs for returning are at your own expense.
• We recommend sending by registered mail so you are insured.
• The risk of the return shipment lies with you until we receive the package.
• Refund will be made using the same payment method as the original payment.

Did you receive a damaged or defective product? We are very sorry. Please contact us as soon as possible so we can resolve this.

What to do in case of damage

• Check immediately upon receipt: Inspect the package and contents as soon as possible after delivery.
• Report within 48 hours: Contact us within 48 hours via info@novaskin.nl or +31 6 81 14 10 49.
• Photos as evidence: Take clear photos of the damage, both of the packaging and the product.
• Keep the packaging: Do not throw away the original packaging until the complaint has been handled.

Our solution

In case of confirmed shipping damage or manufacturing defects, we offer:

• Free replacement of the product, or
• Full refund of the purchase amount

In case of damage by the carrier, we can help you file a claim with PostNL.

Skincare products can cause allergic reactions or irritation in some people. We take this very seriously and therefore always advise caution when using new products.

Patch test recommendation

We recommend always performing a patch test with new products:

• Apply a small amount of product to the inside of your wrist or behind your ear.
• Wait 24-48 hours and observe if any reaction occurs.
• In case of redness, itching, swelling or irritation: do not use the product on your face or body.

In case of a reaction

• Stop using the product immediately.
• Rinse with lukewarm water if necessary.
• Contact NovaSkin within 48 hours via info@novaskin.nl.
• Send photos of the reaction and state which product you used.
• Consult a doctor for severe or persistent symptoms.

Returns for allergic reactions

Each report is assessed individually. Although used products cannot normally be returned, we always look for a suitable solution in case of proven allergic reactions. This may include:

• Exchange for another, suitable product
• Partial or full refund, depending on the situation
• Advice on alternative products for your skin type

Note: This does not apply to reactions caused by incorrect use or ignoring contraindications.

Are you not satisfied with the effectiveness of your products? Please contact us as soon as possible. Together we can look at what a possible reason or cause could be and look for an appropriate solution.

We can often help you with:

• Advice on the correct use of the product
• Insight into the expected working time (some products need time)
• Alternatives that better suit your skin type

We are available on working days between 9:00 AM and 5:00 PM:

• Phone: +31 6 81 14 10 49
• Email: info@novaskin.nl
• WhatsApp: +31 6 81 14 10 49

Did you receive the wrong product or is something missing from your order? Contact us immediately and we will resolve this as quickly as possible.

• Wrong product: We will arrange a free exchange.
• Missing product: We will send the missing item.
• Double charged: We will credit the overpaid amount.

We are available on working days between 9:00 AM and 5:00 PM:

• Phone: +31 6 81 14 10 49
• Email: info@novaskin.nl

Different rules apply to treatments at our practice than to product returns. Treatments are services and are not covered by the statutory right of withdrawal.

Cancellation policy

How to cancel or reschedule?

You can cancel or reschedule your appointment via:

• Email: info@novaskin.nl
• Phone: +31 6 81 14 10 49
• WhatsApp: +31 6 81 14 10 49

Arriving late

• If you arrive late, the treatment may be shortened. The full treatment price remains due.
• Are you more than 15 minutes late? Then the treatment can no longer take place and this counts as a no-show.

Medical circumstances

Unable to come due to illness or medical circumstances? Please contact us as soon as possible. In case of demonstrable medical reasons, we will look for a suitable solution together, such as rescheduling the appointment at no cost.

According to the law and our Terms and Conditions, certain products are excluded from the right of withdrawal. This means you cannot return these products:

• Opened sealed products: Products that have been sealed for health protection or hygiene reasons and whose seal has been broken after delivery. This applies to most skincare products.
• Perishable products: Products that spoil quickly or have a limited shelf life.
• Custom products: Products manufactured according to your specifications or clearly intended for you personally.
• Mixed products: Products that after delivery are irrevocably mixed with other products by their nature.
• Testers and samples: Free testers or samples provided cannot be returned.
• Opened or used products: Products that have clearly been opened, used or damaged.

Not sure if a product can be returned? Contact us before sending the product back.

We do our utmost to satisfy you. If you still have a complaint about our products, treatments or service, we would like to hear about it.

Complaints procedure

1. Contact us: Report your complaint as soon as possible via info@novaskin.nl or +31 6 81 14 10 49. Clearly describe what happened and what you expect.
2. Handling: We aim to handle your complaint within 14 days and reach an appropriate solution.
3. Escalation: If we cannot resolve it together? Then you can submit your complaint to an independent dispute resolution body. NovaSkin is affiliated with industry organizations that can mediate.

See also Article 17 of our Terms and Conditions for the full complaints procedure.