Refund policy

Last updated: May 18, 2026

ROFZEN PRIVATE LIMITED | NOVCEL (www.novcel.com)

At NOVCEL, we are committed to delivering high-quality, scientifically formulated products. Every product is carefully designed to meet stringent quality standards. However, if you experience an issue, we are here to assist you.

1. Eligibility for Return / Replacement

We offer return or replacement only under the following circumstances:

  • You have received an incorrect product
  • You have received a damaged product
  • You have received an expired product
  • You have received an empty or tampered package

2. Return Request Process

To initiate a return or replacement request:

  • Email us at [Insert Support Email – e.g., support@novcel.com]
  • Submit your request within 7 (seven) days from the date of delivery
  • Attach:
    • Clear images of the product and packaging
    • Invoice/order details
    • Unboxing video (mandatory in case of empty/tampered package)

Note: Requests raised after 7 days from delivery will not be accepted.

3. Unboxing Requirement (Important)

For claims related to empty, damaged, or incorrect products, customers are strongly advised to record an unboxing videofrom the moment the package is opened. 

Failure to provide video proof may result in rejection of the claim.

4. Product Condition Requirements

  • Products must be unused, unopened, and in original packaging
  • Returns will not be accepted if the product has been used, altered, or tampered with

Due to hygiene and safety concerns, opened skincare products cannot be returned.

5. Non-Cancellable Orders

  • Orders once shipped cannot be cancelled
  • Orders can only be cancelled prior to dispatch

6. Reverse Pickup Process

  • Upon approval, a reverse pickup will be arranged within 2–5 business days
  • The product must be handed over in original packaging

7. Refund Process

  • Once the returned product is received and inspected:
    • Refunds will be initiated within 72 hours of approval
    • Refund will be processed to the original payment method

Note: It may take an additional 5–7 business days for the amount to reflect in your account, depending on your bank/payment provider.

8. Right to Reject Returns

ROFZEN PRIVATE LIMITED reserves the right to reject return/refund requests if:

  • The claim is found to be fraudulent or unverifiable
  • The product is used, damaged by the customer, or not in original condition
  • Repeated return requests indicate misuse of policy

9. Shipping & Logistics Disclaimer

NOVCEL shall not be held liable for delays or failures in delivery caused by:

  • Courier partner delays
  • Natural events or force majeure
  • Incorrect shipping information provided by the customer

10. Contact Us

For any assistance, please contact:

ROFZEN PRIVATE LIMITED
Website: www.novcel.com
Email: support@novcel.com
Address: 3A Kothi Road Civil Line, Dewas Bada Bazar, Dewas - 455001, Madhya Pradesh.

 

This policy is governed by applicable laws of India, including consumer protection regulations.