Refund Policy

Refund & Returns Policy

Last Updated: September 2026

Because Novelink products are personal-use adult products, return eligibility is limited for hygiene, safety, and product-integrity reasons.

Please review product descriptions, specifications, dimensions, materials, photographs, and included accessories before ordering.

1. Order Cancellation Before Shipment

Cancellation requests must be submitted as soon as possible to orders@novelink.net.

We will make reasonable efforts to accommodate cancellation before fulfillment or shipment processing has begun, but cancellation cannot be guaranteed once fulfillment has started.

If an eligible cancellation is approved before fulfillment, the applicable payment will be refunded.

2. Cancellation After Shipment

Once an order has shipped, it cannot be cancelled.

3. Hygiene & Change-of-Mind Returns

Due to the personal and intimate nature of our products, opened or used products are generally not eligible for ordinary change-of-mind returns.

Customers may contact support@novelink.net to request a return of an unopened and unused product for non-defective reasons, including a change of mind or personal preference.

Such requests are reviewed individually and require prior approval by Novelink. Approval is not guaranteed, and there is no fixed or guaranteed return window for discretionary, non-defective returns.

This restriction does not prevent review of an eligible damage, defect, wrong-item, or missing-item claim.

4. Eligible Product Issues

Eligible claims may include:

• Significant shipping damage
• A confirmed product defect
• An incorrect product
• A confirmed missing item or accessory that should have been included

5. Claim Deadline

Eligible claims should be reported within 7 calendar days of confirmed delivery.

If an issue could not reasonably have been discovered within that period, contact us as soon as reasonably practicable.

The seven-calendar-day reporting period applies only to eligible product-related claims described in Section 4. It is not a general return window for discretionary, non-defective return requests.

6. Required Evidence

Please provide:

• Order number
• Clear photographs of external packaging
• Relevant internal packaging photographs where applicable
• Clear photographs showing the reported issue
• A description of the issue

Additional photographs or video may be requested when reasonably necessary. Video is not automatically required for every claim.

7. Claim Review

Once reasonably required information has been received, Novelink aims to review complete claims within 3–5 business days.

Complex cases, carrier investigations, or requests requiring additional information may take longer.

8. Resolution

Depending on the confirmed issue:

• Confirmed missing accessories may be resolved by sending the missing item.
• Confirmed incorrect products may be resolved through replacement with the correct product or an appropriate refund.
• Confirmed issues that can reasonably be resolved with a replacement component may be handled by supplying the appropriate component.
• Significant confirmed defects or serious shipping damage that cannot reasonably be resolved may qualify for replacement, partial refund, full refund, or another appropriate remedy based on the circumstances.

9. Return Address & Instructions

Please contact our customer support team at support@novelink.net before returning any product.

All return requests must be reviewed and authorized in advance. Once a return request is approved, our support team will provide the appropriate return address and detailed return instructions based on the circumstances.

Please do not send products to our Singapore registered office or return any items without prior authorization.

Shipping costs for unauthorized returns may not be reimbursed. Unauthorized returns may also not qualify for reimbursement of other costs.

10. Return Shipping

For eligible returns involving verified product defects, incorrect items, or shipping damage attributable to Novelink, Novelink will cover reasonable return shipping costs. Our support team will arrange a prepaid return shipping label or provide instructions for reimbursement of reasonable shipping expenses approved in advance.

For approved non-defective or change-of-mind returns, the customer is responsible for return shipping costs. All such returns require prior authorization and must follow the return instructions provided by Novelink.

Unauthorized returns or customer-caused circumstances are not automatically reimbursable.

11. Restocking Fees

Novelink does not impose a standard restocking fee on approved eligible claims.

This does not create a right to return products otherwise ineligible under this policy.

For approved non-defective or change-of-mind returns, any applicable restocking fee will be determined on a case-by-case basis. Any proposed fee or other deduction will be clearly disclosed to the customer and must be agreed upon before the return arrangement is accepted. No undisclosed restocking fee will be imposed afterward.

12. Shipping Charges

For separately charged shipping services or international shipping, treatment of the original shipping charge depends on the reason for the approved return or refund.

Where Novelink is responsible for a confirmed eligible issue, the resolution will account for applicable shipping circumstances.

For approved non-defective or change-of-mind returns, any original shipping charges paid by the customer are non-refundable, except where applicable law requires otherwise. If the original order qualified for free shipping, no original shipping charge will be deducted solely for that reason.

13. Refund Processing

Once a refund is approved, Novelink aims to initiate the approved refund within 3–7 business days.

Final posting time depends on the bank, card issuer, payment provider, and payment method.

14. Opened or Used Products With a Reported Defect

Hygiene restrictions on ordinary returns do not automatically prevent review of a legitimate eligible product-quality claim.

Contact Novelink within the applicable claim period and provide the requested evidence.

15. International Orders

International orders remain subject to the same eligible damage, defect, wrong-item, and missing-item claim process.

Customs duties, import taxes, brokerage fees, customs refusal, prohibited imports, and customer failure to complete required import procedures are generally not refundable unless required by applicable law or the issue resulted from Novelink’s error.

16. Adults Only

Novelink products are intended for adults aged 18 and over.

17. Statutory Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded, restricted, or modified under applicable consumer protection law.

18. Policy Updates

We may update this policy from time to time.

Changes apply prospectively from the stated effective date and do not retroactively reduce rights applicable to orders placed under an earlier version of the policy.

19. Contact

For order cancellation requests: orders@novelink.net.

For return requests, product issues, refund requests, or after-sales support: support@novelink.net.