ORDERS

When you place an Order with us, then subject to your rights to cancel or return the items, you commit to buy the items described in that Order, at the price indicated including any delivery fees, taxes and duties where applicable.

Orders are subject to our acceptance, which we may withhold in our sole discretion including for reasons such as ineligibility, suspected fraud, shipping restrictions and stock availability. Items in your Website basket are not reserved until your Order is confirmed. 

Receipt of your Order will be acknowledged by email. However the Order is only confirmed when you receive an email from us confirming the order and dispatch of relevant item(s). No party other than us has the authority to confirm acceptance of the Order. 

Your Order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances.

 

  • PAYMENT

We currently accept the following tender types for Orders placed on our Website: Cash on Delivery. Cash on Delivery is permitted for Orders of up to 50,000 AED. Payment will be taken at the time you receive your Order by cash. 


  • REFUNDS AND RETURNS

We’re sorry to hear you wish to return a product to us. Include your order confirmation number, the product(s) to be returned and the reason, and we will provide you with a returns number. Once we receive your order back, we will be able to issue you with a refund. 

If your product was purchased from another retailer, please contact them directly and they will be happy to assist you with arranging a return. Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).

Your refund will be processed via the following methods:

  • Cash on Delivery payments are refunded as cash upon collection of the returned products. 

 

Damaged Goods/Incorrectly-Fulfilled Orders

In the unlikely event an item in your Order is damaged or is not what you ordered, then please arrange for the return of the item to us by contacting hello@novixlab.com as soon as possible. The item must be returned in the same condition you received it within 30 days of receipt for a full refund including, where applicable, original Order delivery charges, cash handling fees, taxes and any duties. 

 

General Conditions Applicable to Returns

In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt:

  • Unaltered, unused and in full saleable condition in the original packaging. 

  • Accompanied by the original Order confirmation number.

If you discover that your Product is faulty after 14 days of purchase We reserve the right to request evidence, such as images of the defect, before issuing any refund of the price and/or any associated delivery charges.  Unfortunately, we cannot make a refund for products which have been opened, used, damaged by you after receipt or are not in a condition for resale, unless you have had an adverse reaction. We will refund your product as quickly as possible by sending the money back to your original payment method.


  • CANCELATION POLICY

We will do our best to try and cancel your order, however there is no guarantee that we could accommodate your request if your order has already been shipped. Please contact hello@novixlab.com as soon as possible.