REFUND & RETURN POLICY

At NOVASUN SKINCARE, operated by TWIN CAFE LLC, we want you to be satisfied with your purchase. This Refund & Return Policy explains the conditions under which products may be returned, replaced, or refunded. Please review this policy before placing an order.

1. Return Eligibility

We accept eligible return requests made within 7 days of confirmed delivery. To qualify for a return, the product must:

• Be unused
• Be unopened
• Be in its original packaging
• Have all original seals, labels, and protective packaging intact
• Be in the same condition in which it was received
• Include proof of purchase or the applicable order information

Products that do not meet these conditions may not qualify for a return or refund.

2. Hygiene and Personal Care Products

For health, hygiene, and safety reasons, certain beauty and personal care products cannot be returned after they have been opened, used, tested, or had their original seal removed. This includes, where applicable:

• Skincare products
• Creams and lotions
• Shampoos and conditioners
• Hair treatments
• Cosmetics
• Personal care products
• Other products intended for direct application to the skin, hair, face, or body

Once such a product has been opened or used, it will generally be considered final sale unless the product was defective, damaged upon delivery, or an incorrect item was sent.

3. Non-Returnable Items

The following items are generally not eligible for return:

• Opened or used beauty products
• Products with broken or removed hygiene seals
• Products returned outside the 7-day return period
• Products damaged after delivery due to improper use or storage
• Products purchased as final sale, where clearly identified
• Gift cards, if offered
• Free promotional items
• Products without sufficient proof of purchase
• Products that are materially different from their original condition

Nothing in this policy is intended to limit any mandatory consumer rights that may apply under applicable law.

4. How to Request a Return

Before sending any product back to us, please contact our customer support team. Email: [email protected] Please include:

• Your full name
• Order number
• Email address used for the order
• Product you wish to return
• Reason for the return
• Photos, where relevant

Please do not send a return until you have received return instructions from our team. Unauthorized returns may experience delays or may not qualify for a refund.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, leaking, broken, or contains an incorrect product, please contact us within 48 hours of delivery. Your message should include:

• Order number
• Description of the issue
• Clear photographs of the product
• Photographs of the packaging
• Photographs of any visible damage, where applicable

Please retain the original product and packaging while your request is being reviewed. After reviewing the issue, we may offer an appropriate resolution, which may include:

• A replacement product
• A refund
• Store credit
• Another reasonable resolution

The appropriate remedy will depend on the circumstances and product availability.

6. Missing Items

If an item appears to be missing from your order, please contact us as soon as possible after receiving your package. We may request photographs of:

• The products received
• The shipping box or package
• The shipping label
• The packing materials

This information helps us investigate fulfillment and shipping issues.

7. Return Shipping

Unless the return is the result of:

• An incorrect item sent by us
• A verified damaged product
• A verified defective product
• Another error attributable to NOVASUN SKINCARE

the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable. If the return is caused by an error on our part, we may provide return instructions or reimburse reasonable return shipping costs where appropriate.

8. Return Shipping Responsibility

If you are responsible for sending a product back, we recommend using a trackable shipping service. NOVASUN SKINCARE is not responsible for return packages that are:

• Lost in transit
• Delivered to an incorrect address
• Damaged during return shipping
• Sent without following the provided return instructions

A refund cannot be processed until the applicable returned product has been received and reviewed, unless we advise otherwise.

9. Inspection of Returns

Once an authorized return is received, we will inspect the product to confirm that it meets the return requirements. We may verify:

• Product condition
• Packaging
• Security or hygiene seals
• Whether the product has been opened or used
• Whether the returned product matches the original order
• Whether all applicable components have been returned

After inspection, we will notify you whether the return has been approved or declined.

10. Refunds

If your refund is approved, we will initiate the refund to the original payment method, unless another method is required or mutually agreed upon. Approved refunds are generally processed by us within 5–7 business days after the return has been received and approved. After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the refund to your account. The exact posting time is controlled by your financial institution and is outside our control.

11. Shipping Charges

Original shipping and delivery charges are generally non-refundable. Shipping charges may be refunded where:

• We shipped an incorrect product
• The product arrived verified as damaged or defective
• Applicable law requires otherwise

Additional delivery services or expedited shipping fees may also be non-refundable once those services have been provided.

12. Partial Refunds

In certain circumstances, we may issue only a partial refund. This may apply where permitted by law if:

• An eligible product is returned with missing packaging or components
• The product has been damaged after delivery
• The condition of the returned item has materially deteriorated
• Only part of an order qualifies for a refund

We will notify you if a partial refund applies.

13. Exchanges

We do not guarantee direct product exchanges. Where an eligible product needs to be replaced because it was damaged, defective, or incorrect, we may provide a replacement depending on product availability. For preference-based returns, you may be asked to return the eligible product for a refund and place a new order separately.

14. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at: [email protected] We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed or cancelled once it has entered processing, fulfillment, or shipping. Once an order has been shipped, it will generally be subject to our standard return requirements.

15. Refused and Undeliverable Packages

Orders returned to us because of:

• An incorrect address provided by the customer
• An incomplete address
• Failure to accept delivery
• An unclaimed package
• Other customer-related delivery issues

may be subject to deduction of applicable shipping and return shipping costs from any eligible refund, where permitted by law. Shipping charges may apply if the customer requests the order to be shipped again.

16. Allergic Reactions and Product Compatibility

Beauty and personal care products may affect individuals differently. Customers are responsible for reviewing ingredient information and product instructions before use, particularly if they have known allergies, sensitivities, or skin conditions. Unless required by applicable law, a product generally does not qualify for a return solely because it:

• Did not produce the customer's desired results
• Was incompatible with the customer's personal preference
• Caused a reaction resulting from a known sensitivity or allergy

If you experience irritation or an unexpected reaction, discontinue use and seek appropriate professional guidance if necessary.

17. Promotional and Free Products

Products provided free of charge as part of a promotion generally have no refundable cash value. If a qualifying purchase is returned and doing so causes the original order to no longer satisfy the requirements of a promotion, the value of promotional items or discounts may be taken into account when calculating the refund, where permitted by law.

18. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback or payment dispute. If there is a problem with your order, please email [email protected] so we can review the matter and attempt to provide an appropriate resolution. Fraudulent or abusive payment disputes may be challenged using applicable order, delivery, communication, and transaction records.

19. Refund Abuse and Fraud

We reserve the right to decline returns, refunds, or replacements where we reasonably identify:

• Fraud
• Repeated abuse of the return process
• False claims
• Manipulated evidence
• Unauthorized payment activity
• Attempts to return products not purchased from NOVASUN SKINCARE

These decisions will be made reasonably and in accordance with applicable law.

20. Consumer Rights

This Refund & Return Policy is intended to supplement, not replace, any consumer rights that cannot legally be excluded. If applicable consumer law provides you with additional rights or remedies, those rights will continue to apply.

21. Changes to This Policy

We may update this Refund & Return Policy from time to time to reflect changes to our business practices, products, procedures, or legal requirements. The latest version will be identified by the “Last Updated” date at the top of this page.