Order Cancellation

You are entitled to cancel your makeup order and obtain a complete refund with zero fees, provided the goods have not begun fulfillment or shipment. After our warehouse releases your package, we cannot accommodate further cancellation requests.

Return Eligibility, Time Window & Submission Guidelines

All NOVTHIR makeup and skincare goods qualify for return requests. You need to lodge your return request within 30 calendar days starting from the day you receive your parcel.

Step‑by‑Step Return Process

Send your return request to our customer service inbox service@novthir.com. Attach your legitimate order proof so our team can verify your purchase. Wait for our reply with the exclusive designated return warehouse address. Pack up your items safely and send them to this provided location. Please note: Do not forward returned items directly to our raw material manufacturers. Ship only to the return address issued by our support team.

Return Conditions

Full‑sized primary products must stay sealed, untouched and untested to be accepted for returns. Returns will be invalid once the seal of the full‑size product is broken. Bonus mini or sample‑sized goods can be opened and tried for you to assess the formula. Trying out these samples will not void your return entitlement for unopened full‑size products. Items must be sent back in their original undamaged packaging, without scratches, stains or other visible wear.

Non‑Returnable Goods

To uphold hygiene standards and product safety, liquid makeup, cream skincare items, facial masks and lip gloss cannot be returned once the seal of their full‑size package has been opened.

Return Shipping Charge Terms

Customer voluntary returns (returns due to personal preference): The shopper covers the return delivery expense. 

Damaged, defective or wrongly delivered items (caused by our side): We take responsibility for all return delivery fees.

Refund Workflow

Once we receive and examine your returned package, you will get an in‑system notification confirming receipt. Our team will decide whether to approve or decline your refund application within 3 working days after inspection. When approved, funds will be sent back to your original payment method such as credit card or PayPal. The actual time for funds to arrive varies based on your payment provider’s handling timeline, normally between 3 and 10 working days.

Delayed or Unreceived Refunds

If your refund has been approved but the funds have not shown up: First check your account balance. Reach out to your bank or payment service to check the refund processing progress. You can also write to our support mailbox service@novthir.com so we help trace your refund transaction.

Business Information

Brand: NOVTHIR Operator: Guangzhou Jindu Trading Co., Ltd. Address: Unit A110‑Z20, 1st Floor, Building C03 (self‑designated), No. 76‑1 Chuangyu Road, Ningxi Street, Zengcheng District, Guangzhou City Support Email: service@novthir.com Phone Number: 15548544136 Service Hours: Monday – Friday, 9:00 AM to 5:00 PM