A refund may only happen under the circumstances listed below:
- If the seller fails to ship out the product within 2 working days, we will try everything in our power to ensure the seller ships the product as soon as possible. If no resolution is reached within 5 working days, we will attempt and source for a new product within 1 to 2 working days. If it fails, the seller will be deemed to have flaked and a full refund will be issued.
- If we have to cancel the order due to fake products and sourcing is not successful, Novelship will then place a full refund.
- If we have to cancel the order due to the buyer rejecting the product because of QC failure and sourcing is not successful, Novelship will then place a full refund.
- Buyer reached out to our support team for cancellation and refund within 1 hour after the purchase was confirmed. Please be reminded that we do not accept exchanges, returns and swap back. Processing fee will be deducted from the total amount paid when issuing a refund if the payment method used on the transaction is not a debit or credit card. All promo codes used will be forfeited. Note: This is not applicable for instant delivery orders and for orders that are currently arranged for delivery.
Please note that we strictly cannot cancel and refund your purchase if you have reached out more than an hour. Due to the anonymous nature of live markets we have to ensure the integrity and fairness of the platform for both buyers and sellers are properly upheld. However, you may place the product in our storage instead for reselling.
Note: Novelship delivers to buyers using Janio, DHL Express, UPS, FedEx, and Parxl and local couriers. We do ask that you reach out within 2 business days if there is an issue with the product that you purchased. Otherwise, we will not be able to proceed with the investigation. You may refer to WHAT IS NEEDED TO PROCESS AN INVESTIGATION FOR BUYERS?
If you have any further questions, please do not hesitate to contact Novelship's Customer Support at support@novelship.com.
Comments
6 comments
My order didn't arrive after 10 days of waiting. Your team informed me via email that the seller’s product was not authentic hence I was given an option to pursue another seller or a refund option. I chose to refund instead. But after replying to the email thread, there’s no acknowledgment and it’s been 5 days since then. The payment gateway I used for the purchase is still deducting the installment amount. The payment company can’t do anything about it until the vendor- Novelship cancels the order. Please cancel my order. Contact me if you need any information.
My order didn't arrive after 10 days of waiting. Your team informed me via email that the seller’s product was not authentic hence I was given an option to pursue another seller or a refund option. I chose to refund instead. But after replying to the email thread, there’s no acknowledgment and it’s been 5 days since then. The payment gateway I used for the purchase is still deducting the installment amount. The payment company can’t do anything about it until the vendor- Novelship cancels the order. Please cancel my order. Contact me if you need any information.
My order didn't arrive after 10 days of waiting. Your team informed me via email that the seller’s product was not authentic hence I was given an option to pursue another seller or a refund option. I chose to refund instead. But after replying to the email thread, there’s no acknowledgment and it’s been 5 days since then. The payment gateway I used for the purchase is still deducting the installment amount. The payment company can’t do anything about it until the vendor- Novelship cancels the order. Please cancel my order. Contact me if you need any information.
purchasing instant delivery item on 7 october . 1-2 working days they said . its already 13 october . they refund my instant delivery fees to a promo code . thats not helping .
I still haven't received my refund yet and its already been 2 months.Your team inform me via email that they already made the refund and told me to check with Grab team since Im using grabpay wallet for the payment.Grab team told me there is no record of refund from your team and ask me to provide a proof of refund that they can use to track the fund from your team.But there is no response from your team until now.I really need my money back dont left me hanging like this.
I placed my order BDG36200JG 2 months ago. I have raised a ticket with you 125205, but nobody has replied in 2 Weeks. When can I expect to hear from you?
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