Store Policy

Last updated Nov 01, 2021

SHIPPING

We offer FREE shipping within Hong Kong SAR on orders over HK$500 (after discount). HK$80 delivery fee will be charged for standard shipping order below HK$500 (after discount). Free returns are provided on all Hong Kong orders. 

Depending on the availability of the items, we will normally ship out the goods within 3 – 7 working days. Please message us if there is a specific deadline for receiving the goods, and thank you for your patience.

For destinations outside Hong Kong or for other shipping methods, please e-mail us at sales@novusls.com for a quote. 
 

RETURNS / EXCHANGES

We offer exchange within the first 30 days of delivery. If 30 days have passed since your receipt, you will not be offered an exchange of any kind.

Returnable items:

  • Any items not in its original condition, is damaged or missing parts for reasons not due to our error may be exchanged for the same item. 

Non-Returnable Items:

  • Items that have been opened or with disturbed packaging or have been removed from their original packaging

  • Custom made implants

  • Items not purchased directly from us. Shipping and insurance charges from these attempts are nonrefundable

  • Items not accompanied by an invoice number

  • Items within 6 months or less of expiration date

*Note – we do not offer free return shipping for international orders. 

RETURN PROCESS

1. To return or exchange an item, please contact our Customer Service team at info@novusls.com to obtain a Return Merchandise Authorization (RMA) number. 

Information required: 

  • Name 

  • Company Name 

  • Item Ref No

  • Lot No

  • Reason for return

  • Quantity

  • Original Invoice No

2. After receiving a RMA number, please send back the item with its original packaging and a copy of the original invoice or packing slip to:

Novus Life Sciences Ltd

Attn: Returns [RMA #]

Workshop D35-37, 4/F, Wah Lok Industrial Centre (Phase II),
31-35 Shan Mei Street, Fo Tan, 
N.T., Hong Kong 

International Returns - note, due to logistics and costs we do not offer free return shipping on international orders. Any return shipping costs are the responsibility of the customer.

3. Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within 10 business days, whether you are entitled to a replacement as a result of the defect. 

If you have any questions that is not covered by this policy, please contact our Customer Service team at:

Tel: (852) 3188 9234
Email: info@novusls.com