Return & Refund Policy

Introduction

At Saint-Nova, we are committed to delivering high-quality products and an exceptional shopping experience. We understand that sometimes a return may be necessary. Our return policy is designed to be transparent and fair to ensure a smooth process for our valued customers.

If you have any questions or concerns regarding our return policy, feel free to contact our customer support team at support@saint-nova.com. We are here to assist you every step of the way.

Please take a moment to read the following policies and understand our return process thoroughly.

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Return Criteria

Timeframe: Customers must contact us within 30 days of the delivery date to initiate a return. Returns are valid within 7 days once the request is approved by the support team.

Returnable Items: The following conditions must be met for a product to be eligible for return:

• The product must be in new and unused condition.

• It must be returned in its original packaging.

• All tags and accessories that came with the product must be intact and included in the return.

• The product must not show signs of wear, damage, or alterations.

Non-Returnable Items: Certain items cannot be returned for hygiene and safety reasons. These include, but are not limited to:

• Underwear, including bras and panties.

• Cosmetics and skin care products.

• Personalized or custom-made items.

• Items specifically marked as non-returnable in their product descriptions.

• Any product that does not meet the above criteria.

We recommend that you check the product descriptions and policies for each specific product before making a purchase to ensure it can be returned if necessary. If you have questions about a product's eligibility for return, please contact our customer support team before making your purchase.

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Return Process

Send an email: Send an email to our returns team atsupport@saint-nova.com with the following information:

• Your order number (e.g., #1234).

• The same email address you used for your purchase.

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Return Options

Option 1: Refund to the Original Payment Method

• Requirement: The item must be returned and received at our warehouse.

• Processing Time: We will issue your refund within 7 business days after inspecting the returned item.

• Return Costs: Please note that return shipping costs are the customer's responsibility. If the return is caused by the consumer (e.g., you ordered the wrong size or changed your mind), the consumer is responsible for the shipping fee. The specific fee will be based on the express company you choose. These costs may vary due to our warehouse location in China. For exact prices, please contact your courier company. We recommend sending the package with Track and Trace to track the return's progress and assist you if necessary.

Option 2: Refund as Store Credit (120% Store Credit)

• Requirement: The item must be returned to our warehouse.

• Processing Time: After checking the returned item, we will immediately issue store credit.

• Return Costs: As with Option 1, customers are responsible for return shipping costs if the return is due to consumer choice. Additionally, with this option, you will receive 120% of the item's value as store credit, meaning you get more value for your return.

Option 3: Get a Replacement for Defective or Incorrect Items

• Requirement: You must provide photos of the damaged or incorrect item.

• Return Request: In this case, you do not need to return the original item.

• Costs: If the goods received are damaged or not correct due to our reasons, the consumer is not required to bear the shipping fee. There are no additional costs for this option.

• Processing: We will send you a replacement as soon as we confirm that the item is damaged or incorrectly delivered.

Please note that it is important NOT to return the items to the address indicated on the packaging, as these items will NOT be accepted for return. We will send you the correct return address via email.

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Return Shipping

We understand that returning items to our warehouse in China can cause some inconvenience, and we apologise for any difficulties this may cause. To streamline the return process and ensure the highest customer satisfaction, we ask that all returns be sent to our designated return address in China.

Return Address Notification:

• We will provide you with the specific return address once your return request is approved.

• You will receive an email confirmation confirming that your return has been approved.

Tracking for Secure Return:

• To ensure your return is processed smoothly and efficiently, we kindly request that the return package be sent using a tracking service.

• Please be aware that if we have not received the item at our warehouse, we are not obligated to issue a refund. The responsibility for the return shipment lies with the buyer.

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Processing of Refund/Exchange/Replacement

Refund to the Original Payment Method:

• After we have received your returned item and our returns team has verified the product's condition, the refund will be initiated to your original payment method.

• Depending on your bank's processing time, it may take approximately 7 business days for the refund to appear in your account.

Store Credit:

• If you choose store credit as your preferred refund method, it will be issued immediately after our returns team has confirmed the return and inspected the product.

• You can use this store credit for future purchases on our website.

Sale Items:

• Sale items cannot be refunded to the original payment method and can only be refunded as store credit.

Exchange:

• If you request an exchange and it is approved, the replacement product will be shipped immediately.

Replacement:

• If you receive a replacement for a damaged or defective item, our team will confirm the replacement immediately upon receipt of your request.

• Once confirmed, we will immediately send the replacement product to minimise any disruption to your shopping experience.

Please note that specific timelines for refunds and replacements may vary in individual cases.

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Damaged or Incorrect Items

We understand that problems can sometimes arise, and we are here to correct them. If you receive an item that is defective, damaged during shipping, or not the size/colour you ordered due to our error, we are at your service.

In such cases, we will replace it for free. As stated above, if the goods received are damaged or incorrect due to our reasons, you are not required to bear any shipping fees for the resolution. We do not offer refunds in these cases.

Shipping Damage:

• If your order arrives with visible shipping damage, please notify us immediately (within 30 days).

• We will coordinate the return process and ensure you receive a replacement at no additional cost.

Incorrect Size/Colour (Our Fault):

• If you receive a different colour/size than you ordered due to our error, we apologise for any inconvenience this may cause.

• Rest assured, we will send you the correct item.

• To initiate this process, please contact support@saint-nova.com for step-by-step instructions.

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Customer's Responsibility

If you use our convenient return process, please ensure the following:

• Pack the product securely: Pack the product securely to avoid damage during transport.

• Track the shipment: Use a track-and-trace service and mark the shipment as "RETURN" to ensure a smooth return process and accurate tracking.

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Policy Changes

We are committed to providing you with the best possible shopping experience. Our return policy may evolve over time to better meet your needs and comply with applicable laws and regulations.

To ensure you are always aware of changes, we will:

• Notification: Notify you of any changes to our return policy by posting updates on our website. These updates will be clearly marked when they take effect.

• Review: We encourage you to review our return policy regularly, especially before making a purchase.

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Pickup Point & Refused Orders

If a delivery is refused, or a package is not picked up, the item will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum $15). The remaining 25% will be retained as a restocking fee to cover the costs of restocking.

Alternatively, customers can also opt for a free reshipment. However, this option must be reported to us within 15 days of receiving the notification of the refused or uncollected package.

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Contact Information: