Refund Policy

Last Updated: 2026

This Refund Policy applies to all purchases made on the official website novelink.net. By placing an order on our website, you agree to the terms listed below.

1. General Policy

Due to the hygienic nature, personal use characteristics and special product attributes of intimate wellness products, all sales are final after delivery. We do not support unreasonable returns, exchanges or refunds for personal preference reasons after the package has been delivered or opened.

We maintain a strict hygiene standard to protect every user’s health and privacy, therefore traditional return policies do not apply to our product category.

2. Qualified Refund & Replacement Conditions

We only offer refund or free replacement under the following verified situations:

  • The customer receives defective, damaged, broken or non-functional products caused by factory quality issues.
  • The received items are wrong items or missing items due to our shipping error.
  • Products are severely damaged during international transit with valid proof.
3. How to Apply

Customers must contact our support team within 48 hours after receiving the package and provide:

  • Clear photos of the outer package, inner package, and product issue
  • Order number and related proof

Our team will review your application within 1–3 working days.

4. Non-Refundable Situations

We do not accept refund or return requests in the following cases:

  • Customer no longer needs the product after delivery
  • Changed mind, dislike the texture, size or appearance
  • Product damaged due to improper use, incorrect cleaning or personal operation
  • Delayed application beyond 48 hours after delivery
  • Packages detained or returned due to customer’s local policy issues or personal refusal of customs clearance
5. Refund Processing Time

If your refund request is approved, the refund will be processed within 3–7 working days. The arrival time depends on your payment provider and bank processing speed.

6. Order Cancellation (Before Shipment)

Customers can cancel unpaid or unshipped orders and receive a full refund before we process the shipment. Once the order is shipped, cancellation is no longer available.

7. Contact

For all refund inquiries, please contact:Email: nicole@novelink.net