Refunds and Returns Policy
1) RETURNS
1.1 All Novella and Co Pty Ltd Products come with a 15 day return policy. Please note all items sold on promotion (sales and pop ups) are excluded from our 25 Day return policy. All items purchased at a discounted rate (either via a site sale or pop up/in store) are not eligible for a return, refund or exchange. No products sold in Decembers/Black Fridays will be allowed to be returned or exchanged.
1.2 All our Ponytails, Clip ins and Hair cosmetic ranges are final sale and are not eligible for a return or refund. If a product has been unopened, unused and packaging undamaged you may exchange the product for a different colour, in a period of 3 working days.
1.3 Our Return Policy shall last for a period of 15 working days after purchase, the 15 Days shall be calculated from the day of delivery (online purchases only)
1.4 If the 15 day period has elapsed since your purchase, no returns or exchanges are permitted.
1.5 To be eligible for a return, your item must be unused and in its original packaging.
1.6 To complete your return we require the completed Return/Exchange Form, no returns or exchanges will be processed without the required return form.
1.7 Any item not in its original condition are not eligible for return.
1.8 Any item that is returned more than 15 days after delivery is not eligible for a return/exchange.
1.9 Items not eligible for return: Ponytails, Clip ins, Installed Hair products (wefts, tape-ins-bonds) once installed, Gift cards, Bonus gift cards Free sample products, any skin-care or make up and fragrance products that have been opened or installed in your hair. Should you have a problem with a hair extension item purchased in salon (not online) please contact the front desk and they will assess the situation at their own discretion.
1.10 All returns will be subject to a handeling fee equal to 5% of the initial transaction cost.
1.11 All services and treatments rendered in salon will be subject to section 16 and 19 in conjunction with Section 20 of the Consumer protection Act No.68 of 2008 ("The CPA')
1.12 All nail polish / acrylic / rubber base / gel applications - an option for reapplication needs to be done within 3 days of application at the store at which the service was rendered. Please note that nail growth is a natural process and nas a result any nail application will naturally grow with the nail and as a result of this we cannot offer a fill as a repair.
1.13 Eyelash extensions - maintenance of eyelash extensions are essential every 2-3 weeks from your last treatment. The application of the eyelash extensions (length, thickness) is determined upon the inspection of your natural lashes. Eyelashes usually shed between 1-5 lashes per day and full eyelash cycles differ from individual to individual. Most cycles vary between 60-90 Days.
1.14 All hair colour services and hair extension installation services come with a 1-2 day complaint policy, and does not qualify for any refunds. Should you be unhappy with your hair colour or a hair service performed by our team, we will be more than happy to resolve the issue within 1-2 days after the service was rendered.
2. REFUNDS (IF/wHERE APPLICABLE)
2.1 Once your return is received and inspected, Novella and Co will send you an email to notify you that we have received your returned item. Please wait 2-3 days to get an accepted or rejected return notification from our Team.
2.2 In the case that your return is approved and you are eligible for a refund, the funds will be returned by the payment type used for the purchase, credit card refunds may take up to 15 days to reflect in your account. Refunds will exclude payment charges and courier costs.
2.3 Sale items (if applicable)
2.4 Only regular priced items may be refunded, unfortunately promotion/ sale items cannot be refunded or returned.
2.5 In the event that a nail refund or eyelash extension refund is requested, the application needs to be done 1-2 days after the actual service was rendered. All refunds will be determined on a case to case basis.
2.6 Hair colour services and hair extension maintenance service are not eligible for refunds.
3. EXCHANGES
3.1 Novella and Co will only exchange items that have been unopened, unused and in its original packaging and condition. If we have found that the item has been used or opened it will not be eligible for an exchange. All hair items can be exchanged for another colour / type but not refunded.
4. SHIPPING YOUR RETURN OR EXCHANGE
4.1 The product can be returned by hand or by courier to our Pretoria Branch (162 Lynnwood Road, WIlgers, Pretoria 0081)
4.2 You will be responsible for paying for your own courier costs to return the item to us. Please note, all Shipping costs are non-refundable.
4.3 We do not guarantee that we will receive your returned item, we will not accept any damage or loss for lost packages that did not reach our store. You should consider using a trackable shipping service or purchasing shipping insurance
1. INTRODUCTION
Novella & Co Collection (Pty) Ltd ("Novella & Co", "we", "our" or "us") is committed to protecting your privacy and ensuring that your personal information is collected, processed, stored and used lawfully in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA").
This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you:
- visit our website;
- make a booking;
- purchase products;
- receive treatments;
- join our membership programme;
- enter competitions or promotions;
- interact with us on social media;
- communicate with us via WhatsApp, email or telephone; or
- otherwise use our services.
2. WHO WE ARE
Novella & Co Collection (Pty) Ltd
Luxury Hair • Skin • Nails • Lashes • Aesthetic Treatments • Retail
Registered Office:
162 Lynnwood Road, Wilgers
Email:
admin@novellaandco.com
Website:
Information Officer:
Novella & Co Collection (Pty) Ltd
3. WHAT PERSONAL INFORMATION WE COLLECT
Depending on the services you receive, we may collect:
Identity Information
- Full name
- ID number (where legally required)
- Date of birth
- Gender
Contact Information
- Email address
- Mobile number
- Residential address
Booking Information
- Appointment history
- Preferred therapist or stylist
- Cancellation history
- Notes regarding previous appointments
Consultation Information
Including but not limited to:
- Hair history
- Skin history
- Medical questionnaires
- Allergies
- Pregnancy status
- Current medication
- Contraindications
- Previous treatments
- Colour formulations
- Treatment records
Payment Information
- Payment method
- Transaction history
- Gift cards
- Loyalty rewards
- Membership payments
Novella and Co does not store your complete bank card details.
Payments are processed securely by our authorised payment providers.
4. SPECIAL PERSONAL INFORMATION
Certain services require us to collect health-related information.
This may include:
- Allergies
- Medical conditions
- Current medication
- Pregnancy
- Skin conditions
- Hair disorders
- Previous aesthetic procedures
This information is only collected where necessary to provide treatments safely.
5. PHOTOGRAPHS & VIDEOS
With your consent, we may photograph or record:
- Before and after images
- Treatment progress
- Hair transformations
- Skin improvements
- Lash results
- Nail treatments
Images may be used for:
- Treatment records
- Staff training
- Marketing
- Website
- Social media
- Printed material
You may withdraw your marketing consent at any time.
6. HOW WE COLLECT INFORMATION
We collect information directly from you through:
- Online bookings
- Consultation forms
- Membership applications
- Product purchases
- Website enquiries
- WhatsApp conversations
- Telephone calls
- Emails
- Social media interactions
- In-salon consultations
7. WHY WE PROCESS YOUR INFORMATION
We process your information to:
- Provide treatments
- Make bookings
- Process payments
- Deliver products
- Recommend treatments
- Provide aftercare
- Maintain consultation records
- Improve customer service
- Comply with legal obligations
- Detect fraud
- Resolve complaints
- Send appointment reminders
- Manage memberships
- Administer loyalty rewards
8. MARKETING
Where you have consented, we may contact you regarding:
- Promotions
- Specials
- Events
- Product launches
- Birthday offers
- Loyalty rewards
- Newsletters
You may unsubscribe at any time.
9. WHATSAPP COMMUNICATIONS
Where you communicate with us via WhatsApp, you consent to us using WhatsApp to:
- Confirm appointments
- Send reminders
- Provide treatment advice
- Respond to enquiries
- Send invoices
- Provide aftercare instructions
10. WEBSITE COOKIES
Our website uses cookies to:
- Improve website performance
- Remember preferences
- Analyse visitor behaviour
- Improve marketing
Cookies may include:
- Google Analytics
- Meta Pixel
- Shopify cookies
- Booking platform cookies
You may disable cookies within your browser.
11. CCTV
For the safety of our clients, staff and business premises, CCTV cameras operate within certain areas of the salon.
Recordings may be used for:
- Security
- Crime prevention
- Incident investigations
- Insurance purposes
12. WHO WE SHARE INFORMATION WITH
Your information may be shared with trusted service providers including:
- Booking software providers
- Payment processors
- Courier companies
- IT service providers
- Marketing providers
- Medical practitioners where required
- Legal advisers
- Auditors
We do not sell your personal information.
13. RETENTION OF INFORMATION
We retain personal information only for as long as necessary to:
- comply with legal obligations;
- maintain treatment records;
- resolve disputes;
- enforce agreements; and
- protect our legal interests.
Where legally permissible, information that is no longer required will be securely deleted or anonymised.
14. YOUR RIGHTS
You have the right to:
- access your information;
- request correction of inaccurate information;
- object to certain processing activities;
- withdraw consent where processing is based on consent;
- request deletion where permitted by law;
- lodge a complaint with the Information Regulator.
15. SECURITY
We implement reasonable technical and organisational safeguards to protect personal information against:
- unauthorised access;
- accidental loss;
- theft;
- misuse;
- alteration; and
- destruction.
These safeguards include secure booking systems, password-protected devices, restricted staff access, encrypted payment processing where applicable, and staff confidentiality obligations.
16. CHILDREN
We do not knowingly collect personal information from children without the consent of a parent or legal guardian where required by law.
17. THIRD-PARTY WEBSITES
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites.
18. CHANGES TO THIS POLICY
We may amend this Privacy Policy from time to time. The latest version will always be published on our website with the updated effective date.
19. CONTACT US
For any questions regarding this Privacy Policy or your personal information, please contact:
Information Officer
Novella & Co Collection (Pty) Ltd
Email: admin@novellaandco.co.za
Website: www.novellaandco.co.za
If you are not satisfied with our response, you may lodge a complaint with the Information Regulator (South Africa).