Refund policy
REFUND & RETURN POLICY
Last updated: April 29, 2026
OVERVIEW
At Be Nova Drop, we stand behind every product we curate. We offer a 30-day money-back guarantee on all products. If you're not completely satisfied for any reason, we'll work with you to make it right.
⚠️ IMPORTANT: Everything starts with an email to us. We handle each request individually based on your specific situation.
HOW THIS WORKS (REQUIRED PROCESS)
⭐ STEP 1: EMAIL US FIRST (Required - Nothing Happens Without This)
No refund or return process begins without contacting us first.
📧 Email: hello@benovadrop.com
Include in your email:
- Order number
- Reason for return (change of mind, doesn't fit, defective, damaged, etc.)
- Photos (if defective or damaged)
- Your location/country
Response time: Within 24 hours
⭐ STEP 2: WE EVALUATE YOUR REQUEST INDIVIDUALLY
Once we receive your email, we will:
- ✅ Review YOUR specific situation
- ✅ Evaluate your individual request
- ✅ Research applicable laws in YOUR country
- ✅ Determine the best resolution for YOU
- ✅ Answer any questions
- ✅ Provide you with options
This is NOT automated. Every case is handled individually.
We consider:
- Your location (different laws apply)
- Reason for return (defective vs. change of mind vs. wrong item)
- Product condition (unopened vs. opened vs. used)
- Product type (tools vs. beauty products vs. other)
- Applicable consumer protections in your country
- Your specific circumstances
⭐ STEP 3: WE PROVIDE YOUR PERSONALIZED OPTIONS
We'll email you with:
- ✅ Approval decision — Yes/No and why
- ✅ Return shipping details — Address + options
- ✅ Refund timeline — Specific to your situation
- ✅ Any next steps — What YOU need to do
⭐ STEP 4: YOU SHIP BACK (Only If Approved)
If we approve your return:
- You ship following our specific instructions
- You keep your tracking number
- You include order number in the package
- You have 14 days from approval to ship back
⭐ STEP 5: WE PROCESS REFUND
Once we receive your return:
- We evaluate condition (3-10 business days)
- We verify with supplier (if needed)
- We process refund to original payment method
- Refund timeline: 10-30 business days (depends on location)
- Your bank takes 5-10 additional days to post
We'll email you updates every 10 days during this process.
30-DAY MONEY-BACK GUARANTEE
You have 30 days from delivery to request a refund for any reason.
This applies to all Be Nova Drop customers worldwide.
To start: Email hello@benovadrop.com
PRODUCT RETURN POLICY BY CATEGORY
🔧 TOOLS (Facial Tools, Rollers, Applicators, etc.)
Unopened: Full refund, no questions
Opened & Tested: Full refund within 30 days
- We understand tools should be tried before committing
- Light use and testing is expected
- Condition: Clean, no major damage
- Even with light use = fully returnable
Process: Email hello@benovadrop.com with photos of condition
Refund: Full refund of product + original shipping cost
💄 BEAUTY PRODUCTS (Creams, Serums, Masks, Patches, Wraps, etc.)
All beauty products must be UNOPENED for return.
✅ UNOPENED — Full Refund (30 days)
Condition:
- Product in original, sealed packaging
- No signs of opening, tampering, or use
- Seal intact
- In resaleable condition
Refund: Full refund of product + original shipping cost Return shipping: We cover (or provide prepaid label)
Process: Email hello@benovadrop.com
❌ OPENED — Cannot Return
Why: For health, safety, and regulatory reasons.
Once opened, beauty products:
- Cannot be resold (health/safety regulations)
- Risk of bacterial growth or contamination
- Cannot be guaranteed safe for other customers
- Pose liability and regulatory risks
- Are regulated as "used" items
This policy applies globally — all countries, all customers.
Reason: This is not a restriction of your rights. It's a health and safety requirement that applies equally to all customers worldwide.
⭐ EXCEPTION — Defective Beauty Products
Even if opened, if product arrives defective:
- Product arrived damaged
- Seal compromised upon arrival
- Manufacturing defect visible
- Wrong product shipped
- Contamination or quality issues
Contact us immediately: hello@benovadrop.com
Include:
- Order number
- Photos of defect
- Description of issue
- When discovered
We respond within 24 hours with:
- ✅ Replacement (we reship at no cost)
- ✅ Full refund (including original shipping)
- ✅ Store credit
- ✅ Other fair solution
We cover all costs for defective products.
❓ What If You Opened It to Inspect/Check?
Email us: hello@benovadrop.com
Include:
- Photos showing current state
- When/why you opened it
- How much was used (if any)
- Current condition
We evaluate individually and may offer:
- ✅ Full refund (if sealed properly and just checked)
- ✅ Store credit
- ✅ Partial refund
- ✅ Exchange for different product
- ✅ Other fair solutions
We're reasonable. We understand wanting to check a product. Contact us and we'll work it out.
📦 OTHER PRODUCTS
All other products follow standard return policy:
- Unopened: Full refund
- Opened but unused: Case-by-case evaluation
- Partially used: Email us (case-by-case)
- Fully used: Generally non-returnable
Process: Email hello@benovadrop.com with photos
YOUR LEGAL RIGHTS BY COUNTRY
🇺🇸 USA
Consumer Protection (Federal Trade Commission Act):
- Returns typically expected within 30 days (varies by state)
- Some states have specific consumer protection laws
Our 30-Day Guarantee: Meets or exceeds all requirements.
Beauty Product Policy: We require unopened for resale and safety reasons. Reasonable and legal.
Process: Email hello@benovadrop.com to start.
🇨🇦 CANADA
Consumer Protection Act (varies by province):
- 30-day return window is standard
- Some provinces have extended rights
Our 30-Day Guarantee: Meets or exceeds all provincial requirements.
Beauty Product Policy: Unopened requirement is reasonable and complies with all provinces.
Process: Email hello@benovadrop.com to start.
🇬🇧 UK
Consumer Contracts Regulations 2013:
- ✅ 14-Day Withdrawal Right — Statutory right (cannot be removed)
- You can cancel within 14 days of receipt
- For any reason
- No justification needed
- BUT: Unopened requirement is reasonable for beauty products
Consumer Rights Act 2015:
- ✅ 6-Month Assumption of Fault — Statutory right
- If product is faulty, assumed faulty at purchase for 6 months
- You're entitled to refund, repair, or replacement
- Applies to defects only
Our Policy:
- 30-day guarantee (exceeds your 14-day statutory right)
- Unopened requirement for beauty products is reasonable, legal, and standard industry practice
- All your statutory rights remain in effect
Important: Your legal consumer rights cannot be waived. Even if we tried, UK law protects you.
Process: Email hello@benovadrop.com to start. We'll confirm your statutory rights apply.
🇮🇪 IRELAND
Same as UK:
- ✅ 14-day withdrawal right (statutory)
- ✅ 6-month statutory warranty (statutory)
- ✅ Unopened requirement for beauty products is reasonable and legal
Our 30-Day Guarantee: Exceeds your legal minimum.
Process: Email hello@benovadrop.com to start.
🇪🇺 EU (All Countries)
Consumer Rights Directive 2011/83/EU:
- ✅ 14-Day Withdrawal Right — Statutory
- ✅ 2-Year Non-Conformity Period — Statutory
- If product is defective, you have 2 years to claim
- Within 6 months: Product assumed faulty
- After 6 months: You must prove fault
Beauty Product Exception:
- Unopened requirement for beauty products is recognized by EU law as reasonable and necessary for health/safety
- All your statutory rights still apply to defective products
Our 30-Day Guarantee: Exceeds your 14-day statutory right.
Process: Email hello@benovadrop.com to start.
🇦🇺 AUSTRALIA
Australian Consumer Law (ACL):
- ✅ Statutory Guarantee (6+ months)
- Products must be of acceptable quality
- Must last a reasonable time
- Entitled to refund, repair, or replacement if faulty
Beauty Product Exception:
- Unopened requirement is reasonable and standard for beauty/health products
- ACL rights for defective products cannot be removed
Important: ACL rights apply automatically and cannot be limited.
Our 30-Day Money-Back Guarantee: Provides additional consumer-friendly protection.
Process: Email hello@benovadrop.com to start.
🇳🇿 NEW ZEALAND
Consumer Guarantees Act 1993:
- ✅ 6-Month Statutory Guarantee (minimum)
- Products must be fit for purpose
- Must be of merchantable quality
- Entitled to refund, repair, or replacement if not
Beauty Product Exception:
- Unopened requirement is reasonable for health/safety
- All your statutory rights apply
Our 30-Day Money-Back Guarantee: Exceeds legal minimum.
Process: Email hello@benovadrop.com to start.
🌍 REST OF WORLD
Your Local Consumer Laws Apply:
- We respect consumer protection laws in your country
- Email us and we'll research your specific rights
- We'll treat you fairly
Our 30-Day Guarantee: Baseline for all customers.
Process: Email hello@benovadrop.com to start.
WHAT'S RETURNABLE
Tools
- ✅ All tools (facial tools, applicators, massagers, etc.)
- ✅ May be tested/used
- ✅ Condition: Clean, no major damage
- ✅ Fully returnable within 30 days
Beauty Products
- ✅ All beauty products (creams, serums, masks, patches, wraps, etc.)
- ✅ Must be unopened for return
- ✅ Exception: Defective products (any condition)
- ✅ Unopened = returnable within 30 days
Other Products
- ✅ All other Be Nova Drop products
- ✅ Generally returnable if unused/unopened
- ✅ Opened/used: Case-by-case evaluation
- ✅ Email us for evaluation
WHAT'S NOT RETURNABLE
Generally non-returnable:
- ❌ Products purchased from third-party resellers (contact original seller)
- ❌ Digital products (once delivered)
- ❌ Gift cards/store credit (once used)
- ❌ Beauty products that are opened (health/safety)
- ❌ Products fully used beyond testing
Everything else: Email us. We'll evaluate fairly.
RETURN SHIPPING COSTS
Defective or Damaged Items
- ✅ We cover return shipping
- ✅ We provide prepaid label OR refund shipping cost
- ✅ Contact hello@benovadrop.com for instructions
Change of Mind / Wrong Choice
- Varies by your location and situation
- We'll provide options in our response email
- Options might include:
- We provide prepaid label
- We reimburse your shipping cost
- You arrange return (minimal cost)
- Other options specific to your case
Email us — we'll handle it fairly.
SPECIAL SITUATIONS
Unwanted Gifts
Received an item as a gift?
✅ You can return it.
Process:
- Email hello@benovadrop.com with:
- Order number (ask gift-giver or check packaging)
- That it was a gift
- We'll handle your return
- Refund goes to original payment method (gift-giver's card)
Lost or Damaged in Shipping
Item Lost in Transit
Contact us: hello@benovadrop.com with tracking number
We will:
- ✅ File claim with carrier
- ✅ Follow up with carrier
- ✅ Reship replacement OR
- ✅ Issue full refund
Timeline: 30-60 days (carrier-dependent)
Item Delivered to Wrong Address
Contact us immediately: hello@benovadrop.com
We will:
- Work with carrier to recover package
- If recovery fails: Reship or refund
IMPORTANT: HOW WE OPERATE
We're a Curated Dropshipping Store
What this means:
- ✅ We source from trusted suppliers worldwide
- ✅ Products ship directly from suppliers to you
- ✅ We coordinate returns with suppliers
- ✅ Return timelines vary by supplier location
What this doesn't mean:
- ❌ We ignore your request
- ❌ We're unresponsive
- ❌ We avoid our responsibility
- ✅ We handle EVERY request carefully
Every Email Gets Attention
When you email hello@benovadrop.com:
- ✅ A real person reviews it
- ✅ We evaluate YOUR situation
- ✅ We research applicable laws
- ✅ We provide fair options
- ✅ We respond within 24 hours
This is NOT automated. We care about fairness.
OUR COMMITMENT
✅ We respect consumer protection laws in every country ✅ We handle every request individually ✅ We respond quickly (24 hours) ✅ We're transparent about timelines and costs ✅ We make it right when something goes wrong ✅ You come first — we'll work with you
QUESTIONS OR ISSUES?
Email: hello@benovadrop.com Response time: Within 24 hours
Before taking any action: Contact us first. Before deciding anything: We'll explain your options. Before you ship back: Get instructions from us.
We stand behind every product we curate. If it doesn't work for you, let's figure it out together.
LEGAL NOTICE
Your Consumer Rights Cannot Be Waived
Nothing in this policy removes your legal consumer protection rights.
- If your country's laws are stronger than this policy = your laws apply
- If this policy is stronger than your country's laws = this policy applies
- You always get the better deal
If something seems unfair:
- Email us: hello@benovadrop.com
- We'll work it out
If we can't resolve it:
- You can file a complaint with your local consumer protection authority
- You have legal options in your country
Dispute Resolution
If we cannot resolve a dispute via email:
- We'll suggest mediation (friendly solution)
- If needed, you can pursue legal action
- Governing law depends on your location
JURISDICTION-SPECIFIC NOTES
For California (CCPA) Residents
Your privacy rights are separate from this return policy. See our Privacy Policy for data protection information.
For UK & EU Customers
Your statutory consumer rights (14-day withdrawal, 6-month warranty, etc.) cannot be removed and apply automatically. This policy ADDS to those rights.
For Australian Customers
Australian Consumer Law applies automatically. We cannot limit your ACL rights. This policy respects and exceeds them.
For NZ Customers
Consumer Guarantees Act applies automatically. You have rights we cannot waive.
POLICY UPDATES
Last Updated: April 29, 2026 Next Review: Every 3 months (quarterly) Effective for: All Be Nova Drop customers worldwide
We may update this policy as laws change. Material changes will be emailed to you. Continued purchases mean you accept any updates.
FINAL WORD
We curate every product with intention and honesty.
Your satisfaction is our priority.
If something doesn't work — email us. We'll make it right.
🎯 Everything starts with an email to hello@benovadrop.com