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Store Policy

Last updated: January 28, 2023

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) except food where HK$20 delivery fee will be charged. Free returns are provided on all Hong Kong orders. 

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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.

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For destinations outside Hong Kong or for other shipping methods, please follow the shipping fee calcuated at the shopping cart or 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.

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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. 

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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

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

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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. 

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Information required (if available): 

  • Name 

  • Company Name 

  • Item Ref No

  • Lot No

  • Reason for return

  • Quantity

  • Original Invoice No

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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:

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Novus Life Sciences Limited

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Attn: Returns [RMA #]

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

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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.

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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. 

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

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

 

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