Novaskin Cancellation and Return Policy

Preparation Date: April 26, 2026Last Updated: April 26, 2026Website: novaskin.bioBrand: NovaskinSeller: Zeynep YıldızThis Cancellation / Return Policy explains the procedures for order cancellation, right of withdrawal, return conditions, hygiene-based return exceptions for cosmetic products, damaged deliveries, incorrect product deliveries and refunds for orders placed through novaskin.bio.Novaskin products are cosmetic and personal care products. Therefore, return processes are evaluated together with consumer rights and health/hygiene rules.This Policy applies together with the Distance Sales Agreement, Preliminary Information Form, Payment and Delivery Terms, Product Terms of Use and Disclaimer.In case of any discrepancy between the Turkish version and this English version, the Turkish version shall prevail.1. Seller InformationLegal Name: Zeynep YıldızBrand Name: NovaskinAddress: Güller Pınarı Mah. Ahmet Tokuş Blv. Sezen No: 37 Door No: 10 Alanya / Antalya, TürkiyePhone: +90 530 121 03 69Email: [email protected] Office: AlanyaTax Number: 9651286702Website: novaskin.bio2. Order CancellationThe customer may request cancellation before the order is handed over to the cargo company.If the order has not yet been prepared or handed over to cargo, Novaskin may process the cancellation request and refund the amount collected using the appropriate payment method.If the order has already been handed over to the cargo company, the cancellation request shall be evaluated under the right of withdrawal and return process.Novaskin reserves the right to cancel an order in the following cases:payment approval cannot be obtained,bank transfer / EFT payment is not received within the specified period,stock error,obvious pricing error,technical system error,payment security risk,suspicious transaction or misuse detected,impossibility of delivery.If payment has been collected in such cases, it shall be refunded to the customer.3. Right of WithdrawalThe customer may exercise the right of withdrawal within 14 days from the date the product is delivered, without giving any reason.If multiple products under a single order are delivered separately, the 14-day period begins on the date the final product is delivered.In order for the right of withdrawal to be deemed exercised within the period, the withdrawal notice must be sent to Novaskin within the 14-day period.Withdrawal notices may be submitted through the following channels:Email: [email protected]: +90 530 121 03 69Address: Güller Pınarı Mah. Ahmet Tokuş Blv. Sezen No: 37 Door No: 10 Alanya / Antalya, TürkiyeFor evidentiary purposes, it is recommended that withdrawal notices be submitted by email or in writing.4. Hygiene-Based Return Exception for Cosmetic ProductsNovaskin products are cosmetic and personal care products.Due to health and hygiene rules, returns under the right of withdrawal may not be accepted for products that, after delivery, fall into any of the following categories:products with opened packaging,products with opened protective bands,products with broken seals,products with removed hygiene barriers,products whose cap, pump, dropper or applicator has been used,products that have been tested,products that have contacted skin,products whose surface, dropper or applicator has been contaminated,products with damaged original packaging,products that have lost hygienic conditions suitable for resale.For this reason, cosmetic products such as serums, creams, lotions, cleansers and skincare products may not be accepted for return under the right of withdrawal once they have been opened, tested or used.This exception does not eliminate claims relating to damaged products, incorrect products, missing products or defective products.5. Conditions for Returnable ProductsA product to be returned under the right of withdrawal must meet the following conditions:it must be unused,it must be untested,its packaging must be unopened,its protective band or seal must not be broken,its hygiene barrier must not be removed,it must not have contacted skin,the product, box and all complementary parts must be complete,it must be suitable for resale,its original packaging must not be damaged.If an invoice, order document, promotional product, gift product, sample or complementary item was sent with the product, it should be returned together with the product.6. How to Start a Return ProcessTo request a return, the customer should contact Novaskin with the following information:order number,full name,phone number,email address,product requested for return,delivery date,reason for return, optional,product and packaging photos, where necessary.Return requests should be sent to:Email: [email protected] reviewing the return request, Novaskin informs the customer about the return process, return address and, where applicable, contracted cargo details.The return shipment must be sent to the address and in accordance with the instructions provided by Novaskin.7. Return ShipmentThe product to be returned must be packaged in a way that prevents damage during transport.Where possible, the return package should include:the product,original product box,invoice or order document, if available,gift/promotional product, if available,return request information.If the product is damaged during return shipment due to insufficient packaging, the return request may be rejected.If a shipping method other than the one specified by Novaskin is used, any additional fee, delay, loss or damage may be the responsibility of the customer.8. Return InspectionAfter receiving the returned product, Novaskin inspects whether the product complies with return conditions.The inspection may include evaluation of:whether the product packaging has been opened,whether the protective band or seal has been broken,whether the product has been used,whether the product has contacted skin,whether the hygiene barrier is preserved,whether the product is complete,whether the product is suitable for resale,whether the product was damaged during transport.If it is determined that the product does not comply with return conditions, the return request may be rejected and the product may be sent back to the customer.9. RefundIf the return request is approved, the product amount shall be refunded using a method compatible with the customer’s original payment method.For credit card or debit card payments, after Novaskin initiates the refund, the time required for the amount to appear on the card may vary depending on the bank.For bank transfer / EFT payments, the refund shall be made to the bank account provided by the customer. The customer must provide accurate IBAN and account information.Novaskin shall not be responsible for delays caused by banks, payment institutions or card issuers.10. Shipping FeeFor returns under the right of withdrawal, the shipping fee shall be evaluated according to the conditions specified in the Distance Sales Agreement and Preliminary Information Form.If the customer uses a carrier other than the return method or contracted cargo company specified by Novaskin, any additional transportation fees may belong to the customer.If a package is not delivered due to reasons attributable to the customer, such as refusal of delivery, incorrect address or failure to collect the package from the cargo branch within the required period, an additional shipping fee may be requested for reshipment.11. Damaged DeliveryIf the package appears crushed, torn, wet, opened, leaking, broken or otherwise damaged in a way that may affect product integrity at the time of delivery, the customer should inspect the package in the presence of the cargo officer where possible.If damage is detected:the package should not be accepted where possible,a Damage Report should be requested from the cargo officer,photographs of the package and product should be taken,Novaskin should be notified as soon as possible.The following information should be provided in damaged delivery notifications:order number,cargo tracking number,delivery date,photo of the damaged package,product photo,damage report, if available.Absence of a damage report may make the review process more difficult. However, this does not eliminate the customer’s statutory rights relating to defective products.12. Incorrect or Missing Product DeliveryIf an incorrect product has been delivered or an item is missing from the package, the customer should contact Novaskin.The following information should be provided:order number,delivery date,photos of the products received,information about the missing or incorrect product,photos of the shipping box and internal packaging.Novaskin reviews order, packaging and cargo records and provides a solution to the customer.If the incorrect or missing product issue is caused by Novaskin, the necessary correction process shall be carried out by Novaskin.13. Defective ProductIf the product is believed to have a manufacturing defect, leakage, deterioration, packaging problem or non-conformity with the essential characteristics specified in the order, the customer may contact Novaskin.Where possible, the following information should be provided:order number,product name,lot/batch number,expiry date,product and packaging photos,explanation of the issue.Novaskin may request the product to be returned for inspection where necessary. If the product is found to be defective after review, the customer may exercise statutory rights.Defective product claims are evaluated separately from the hygiene-based return exception.14. Allergic Reactions and Post-Use NotificationsCosmetic products may cause different reactions on different skin types.If redness, burning, itching, irritation, swelling, rash or a similar reaction occurs after product use, use of the product should be discontinued immediately and medical attention should be sought where necessary.In such notifications, the customer may provide:order number,product name,lot/batch number,method of use,frequency of use,date of reaction,other cosmetic/medical products used,product and packaging photos.An allergic reaction notification does not directly mean that the product is defective or that Novaskin accepts liability. The notification is evaluated within the scope of product safety and customer support.15. Cases Where Returns May Not Be AcceptedReturn requests may be rejected in the following cases:product packaging has been opened,protective seal has been broken,product has been used or tested,product has contacted skin,product has been contaminated,original box and complementary parts are missing,product is not suitable for resale,product has been stored incorrectly by the customer,product has been used after the expiry date,product was purchased from unauthorised sellers outside Novaskin,return process was not carried out in accordance with instructions.Incorrect product, missing product, damaged delivery and defective product cases are evaluated separately.16. Products Purchased from Unauthorised SellersNovaskin can only process requests for products purchased from its official sales channel, novaskin.bio, or from expressly authorised sales points.For products purchased from unauthorised sellers, second-hand platforms, social media accounts, individuals selling opened products or sources of uncertain origin, Novaskin cannot guarantee:authenticity,storage conditions,packaging integrity,expiry date,hygiene condition,transportation conditions.Return, exchange or product safety requests relating to such products may be rejected by Novaskin.17. Campaign Products, Gift Products and Partial ReturnsIf a return is made for an order purchased under a campaign, campaign conditions may be reassessed.If a partial return causes the order amount to fall below the campaign threshold, discount, free shipping or gift product benefits may be recalculated.For orders including gift products, the gift product may also need to be returned unused, unopened and in hygienically intact condition.If the gift product is not returned or has been used, the value of the gift product may be deducted from the refund amount.18. ContactFor cancellation, return, damaged product, incorrect product, missing product or defective product requests, you may contact Novaskin through the following channels:Email: [email protected]: +90 530 121 03 69Address: Güller Pınarı Mah. Ahmet Tokuş Blv. Sezen No: 37 Door No: 10 Alanya / Antalya, TürkiyeWebsite: novaskin.bioProviding the order number, full name, phone number, product name and photos, if available, may help the process move faster.