Refund & Return Policy

1. 14-day return request period

Except for merchandise specifically designated as non-returnable or final sale, eligible Customers may request authorization to return unopened merchandise within 14 calendar days after confirmed delivery. All returns require prior authorization. Customer must contact Novo Derma and obtain a Return Merchandise Authorization (“RMA”) or other written return authorization before returning merchandise. Unauthorized returns may be refused.

2. Return eligibility

To qualify for a discretionary return, merchandise must generally:

• Be unopened;
• Be unused;
• Have its original seal intact, where applicable;
• Remain in its original packaging;
• Be undamaged;
• Be commercially resalable;
• Have been properly stored and handled; and
• Be identifiable to the original order or invoice.

3. Non-returnable products

Unless defective, damaged during shipment, incorrectly shipped, or otherwise approved by Novo Derma, the following are generally non-returnable:

• Opened products;
• Used products;
• Products with broken or altered seals;
• Products damaged after delivery;
• Products stored improperly;
• Altered merchandise;
• Products that cannot reasonably be resold;
• Merchandise returned after the applicable return period;
• Custom or special-order merchandise;
• Final-sale merchandise; and
• Products subject to separately negotiated non-returnable terms.

4. Damaged, defective, incorrect or missing orders

Customers should inspect shipments promptly upon receipt. Claims involving the following should be reported within five (5) business days after confirmed delivery:

• Material shipping damage;
• Incorrect merchandise;
• Incorrect quantities;
• Missing merchandise; or
• Material product defects.

5. Restocking fee

Approved discretionary B2B returns may be subject to a 15% restocking fee. The restocking fee will generally not apply when Novo Derma verifies that:

• Incorrect merchandise was shipped;
• An incorrect quantity was shipped;
• Merchandise was materially defective when delivered; or
• Merchandise was materially damaged during shipment.

6. Return shipping

Customer is responsible for return shipping costs for discretionary returns unless Novo Derma agrees otherwise in writing. For verified Novo Derma fulfillment errors or qualifying defective or damaged merchandise, Novo Derma may provide a prepaid shipping label or otherwise arrange return transportation. Customer is responsible for securely packaging authorized returns.

7. Refunds

After receiving and inspecting an authorized return, Novo Derma will determine whether it qualifies for refund or commercial account credit. Approved card refunds will ordinarily be returned to the original payment method. Original shipping and handling charges are generally non-refundable for discretionary returns. After Novo Derma submits a refund, the Customer’s bank or card issuer controls the time required for the credit to appear.

8. Order cancellations

Customers should contact Novo Derma promptly if they wish to cancel an order. An order may generally be cancelled without penalty when the cancellation is processed before fulfillment or shipment begins. Once an order has entered fulfillment or shipped, cancellation may no longer be available and the standard return provisions will apply.

9. Unavailable products

If Novo Derma cannot fulfill merchandise for which payment has been received, Novo Derma may: offer an acceptable alternative; place the merchandise on backorder with Customer’s agreement; or cancel the affected merchandise and issue an applicable refund. Novo Derma will not materially substitute a different product without Customer approval.

10. Refused or undeliverable shipments

Customer is responsible for providing an accurate shipping address and ensuring that the delivery location can accept the shipment. If merchandise is returned because of any of the following, Novo Derma may deduct actual shipping expenses and any applicable restocking fee from an otherwise approved refund:

• An incorrect address supplied by Customer;
• An unauthorized refusal of delivery;
• Failure of Customer’s location to accept delivery; or
• Another delivery failure attributable to Customer.

11. Payment disputes

Customers are encouraged to contact Novo Derma directly regarding transaction concerns before initiating a chargeback so that Novo Derma has an opportunity to investigate and resolve legitimate issues. Nothing in this Policy eliminates legitimate cardholder rights. Knowingly making false claims regarding an authorized transaction, delivery, fraud, merchandise condition, or promised refund may result in suspension or termination of purchasing privileges and other remedies available to Novo Derma. Novo Derma may submit transaction, authorization, shipping, delivery, customer-service, return, and refund records to its merchant processor, issuing bank, acquiring bank, or payment network when responding to a payment dispute.

12. B2B purchase acknowledgment

By completing an order, Customer acknowledges that:

• The transaction is primarily a commercial B2B purchase;
• Customer is authorized to make the purchase on behalf of the identified business;
• Customer had an opportunity to review applicable product and pricing information;
• Customer had access to this Refund & Return Policy before payment; and
• Customer accepts the applicable return requirements.

13. Contact information

To request a return, report an order problem, or ask a question regarding a refund: Novo Derma, Inc. · 7320 E. Butherus Drive, Scottsdale, AZ 85260 · Phone: 833-721-5272 · Email: pmg@novoderma.com · Website: www.novodermacare.com