Refund policy

Last updated: 15 September 2026

At a glance

• Return window: request your return within 30 days of delivery. Every return needs our written approval first; returns sent without approval can't be refunded.
• Condition: unopened and sealed, with hygiene seals, cellophane and tamper strips intact. For hygiene reasons, opened or used products can't be returned unless faulty (section 10).
• Return postage: at your own cost, to our returns centre in the United States — an international shipment. We don't provide return labels, free returns or exchanges.
• Refunds: to the original payment method within 7 working days of approval. Shipping Protection fees aren't refunded.
• Cancellations: orders are processed automatically, so a cancellation is only possible within 5 minutes of ordering.
• Damaged, defective or incorrect items: report within 3 working days of delivery, with photographs, and we'll send you a replacement free of charge. Shade, scent or texture that isn't what you expected, and products that don't suit your skin, aren't faults (section 7).

1. Return window and condition

You can request a return within 30 days of the delivery date recorded by the courier, for any reason; we're unable to accept requests after 30 days. Your order number is your proof of purchase, and sale items can be returned on the same terms as full-price ones.

You may examine a product as you would in a shop — look at the packaging and read the label. Because our products are cosmetics, a return can only be accepted if the product comes back:

• Unopened and unused, with the hygiene seal, cellophane, tamper strip or shrink wrap intact.
• Undamaged, with no marks, dents or leaks, and free from odours.
• In its original, complete packaging, including any box, insert or applicator, packed inside a shipping box (please don't stick the label directly on the product box).

Every return is inspected on arrival. Products that arrive opened, unsealed, used or damaged can't be accepted: depending on their condition we either refund a reduced amount that reflects the loss in value, or decline the return. Declined products can be sent back to you at your cost if you ask within 14 days.

2. How to return

1. Email support@nolivela.com within 30 days of delivery with your order number, the products you're returning and the reason.
2. We reply within one working day. If your return is eligible you'll receive our written approval, the return instructions and the address of our returns centre in the United States. Please don't send anything before you have it — this address is only shared through this process, and parcels sent to our business address, the address on the shipping label or anywhere else can't be matched to your order or refunded.
3. Pack the products securely in their original packaging, write your order number on the outside of the parcel and put a note with your order number inside. Only include the products we've approved.
4. Post the parcel within 14 days of receiving our approval, using a tracked service, and email us the tracking number.
5. We inspect the return within 3 working days of arrival and email you the outcome.

Returns that arrive without prior approval, at any other address, or more than 30 days after our approval can't be matched to an order and can't be refunded.

3. Return postage

• Our returns centre is in the United States and we don't operate a returns address in the United Kingdom, so every return is an international shipment: you arrange it with a courier of your choice and pay the international tracked postage, which isn't reimbursed. Please keep this in mind before requesting a return — for a single product the postage can exceed the value of the item.
• This applies to every return — a change of mind, or the wrong shade or size ordered. We don't offer free returns or prepaid return labels and we don't refund postage. The only exception is a confirmed manufacturing fault or an error on our side (section 6) where we ask you to send the product back.
• Please complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value" and check your courier's rules for posting cosmetics (some liquids, aerosols and nail products can't be sent by air). Parcels that arrive with import duties, taxes or handling fees due are refused by the returns centre and sent back to you, and can't be refunded.
• Use a tracked service and keep your proof of postage. The parcel remains your responsibility until it reaches our returns centre; returns that are lost, damaged in transit or can't be traced can't be refunded.

4. Refunds

• Once your return has been received and approved we issue the refund within 7 working days — and in any case within 14 days of receiving your return — to the payment method used for the original purchase. Your bank or card provider can take a further 5–10 working days to show the funds. We can't refund to a different card, account or person, and refunds are only issued after the products have been received and inspected.
• The refund covers the price you paid for the returned product(s). Promotional and bundle discounts are applied proportionally across the items in an order, so you receive back the amount actually paid for the product. Return postage isn't refunded, except where we've asked you to return a confirmed faulty product (section 6).
• If you added Shipping Protection at checkout, that fee is a charge for the shipment itself and isn't refunded when an order, or part of it, is returned.
• Products that aren't in their original sealed condition are refunded at a reduced amount reflecting the loss in value, or declined (section 1).
• Refunds aren't issued as store credit unless you ask for it.

5. Cancelling before dispatch

Every confirmed order is passed automatically to our supplier's warehouse and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed: email support@nolivela.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing.

After 5 minutes we're unable to stop, change or cancel the order — this also applies if you've changed your mind, found the product elsewhere or are worried about the delivery time. We'll send you our return instructions instead: unopened products can be returned after delivery under this policy, at your own cost, to our returns centre in the United States. Refusing the parcel at the door doesn't count as a cancellation or a return (see our Shipping Policy, section 5).

6. Damaged, defective or incorrect items

Please check your order when it arrives, before opening the products where possible. Every item is checked before dispatch, but if something is wrong we'll put it right. Let us know within 3 working days of the delivery date recorded by the courier, before using the product, and send us:

• your order number;
• clear photographs: a close-up of the problem, the complete product with its label and batch code, and — for transit damage — the packaging with the shipping label. For pumps, sprays and closures, a short video helps.

A manufacturing fault or error on our side means: a product that has leaked, cracked or broken in transit, a pump, spray or closure that doesn't work on arrival, a broken or missing seal on arrival, a product past its expiry date on delivery, a product that differs from your order confirmation (wrong product, shade, size or quantity), or an item missing from the parcel. Normal variations in colour, scent, texture or fill level aren't faults (section 7).

We assess every claim within 2 working days against these criteria and the list in section 7. When a fault or error is confirmed, we send you a replacement free of charge — the same product, or the missing item where that solves the issue. We resolve these cases with a replacement rather than a refund. If the exact product is no longer available, we'll send the same product in another shade or size, or a comparable product of equal value, in consultation with you. You don't need to return the faulty product unless we ask you to.

Without photographs we're unable to verify a claim. Issues reported after 3 working days, or after the product has been used, can't be accepted as a fault claim; unopened products can then be returned as a standard return under sections 1 to 3, at your cost.

7. What isn't a fault

Cosmetics are produced in batches and vary slightly from batch to batch. The characteristics below are a normal part of the product rather than faults. Unopened products with these characteristics can be returned as a standard return (at your cost, sections 1 to 3), but they don't qualify for a free return or a replacement as a faulty product:

• A shade that looks different on your skin than on screen, or than on a model with a different skin tone — screen settings, lighting and photo editing all affect how colour appears.
• Colour, scent or texture that differs slightly from a previous purchase or from what you expected, due to normal batch variation or natural ingredients.
• Natural separation, settling or slight thickening in creams, oils and serums, which resolves with shaking or stirring.
• A small air gap or headspace in a bottle, jar or tube, which is normal fill tolerance; the net quantity is stated on the label.
• Packaging that looks different from the product photo — updated designs, labels or applicators with the same formula inside.
• Minor marks, scuffs or dents on the outer box when the product itself is sealed and undamaged.
• A product that doesn't suit your skin, hair or preferences (section 8), a shade or size ordered by mistake, a product you no longer need, or one you found cheaper elsewhere.
• Damage that occurred after delivery: heat, freezing, sunlight, dropping, leaving lids open, contamination, mixing with other products or using the product beyond its period-after-opening.
• Products with the seal broken, opened or used.

If anything is unclear, please read the product description, ingredients, shade guide and directions before ordering, or ask us — we're happy to help you choose the right shade or product before you buy.

8. Shade, scent and suitability

Every product page lists the shade range, ingredients, size and directions for use. Please check the ingredients for anything you're sensitive to, compare shades with the shade guide, and patch-test a new product on a small area before full use. Because this information is available before purchase, a shade that isn't right for you, a scent or texture you don't like, or a product that doesn't suit your skin isn't a fault: unopened products can be returned at your cost under sections 1 to 3, and you can order the right shade or product separately.

9. Exchanges

We don't process exchanges. For a different shade, size or product, return the unopened product under sections 1 to 3 and place a new order — we can't hold stock while a return is in transit, so this is faster and more certain.

10. What can't be returned

• Products that have been opened, unsealed or used, unless faulty (section 6) — this includes skincare, make-up, fragrance, hair care, nail products, brushes and applicators.
• Items made to your specification or personalised for you.
• Gift cards.
• Products damaged after delivery (section 1).

11. Fair use

To keep our returns process fair for everyone, we monitor return activity. Where we see repeated returns of opened or used products, claims that aren't supported by evidence, or returned items that differ from those purchased, we may decline the return and refuse future orders.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@nolivela.com