Refund policy

30-day returns

You have 30 days from the day your order is delivered to return it. To qualify, the item must be unused, in the condition you received it and in its original packaging. You'll need your order number or proof of purchase.

To start a return, email customersupport@novaselect.co.za with your order number and the reason. We'll reply with the return address and instructions. Please don't send items back before we've confirmed your return.

Your 7-day cooling-off right

Under section 44 of the Electronic Communications and Transactions Act, you may cancel your order without giving a reason within 7 days of receiving it. The only cost to you is the direct cost of sending the item back.

Damaged, faulty or incorrect items

Please check your order when it arrives. If anything is damaged in transit or isn't what you ordered, email us with a photo, ideally within 7 days, and we'll send a replacement or give you a full refund at no cost to you.

If a product develops a defect within 6 months of delivery, you're covered by the Consumer Protection Act. Contact us and, at your choice, we'll repair it, replace it or refund you, and we'll cover the return shipping.

Return shipping

If you change your mind, the return shipping cost is yours. If the item is faulty, damaged or incorrect, we pay for it.

Refunds

Once we've received and checked your return, we'll confirm the outcome by email. Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Items we can't take back

For hygiene reasons we can't accept change-of-mind returns on items that have been used, including filter cartridges that have been fitted. This doesn't affect your rights if an item is faulty.

Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Questions? Email customersupport@novaselect.co.za.