At Nouveau Image, we take great pride in the quality, presentation and safety of every product we manufacture. Our products are carefully inspected and securely packaged before leaving our premises.
Because our products include cosmetics, skincare, haircare, body care and home fragrance products, we have a strict returns policy to protect the health, safety and hygiene of all our customers.
Because our products include cosmetics, skincare, haircare, body care and home fragrance products, we have a strict returns policy to protect the health, safety and hygiene of all our customers.
1. Please Choose Carefully
We encourage customers to carefully review product descriptions, ingredients, sizes, fragrances and quantities before placing an order.
We do not encourage returns simply because a customer has changed their mind, ordered the wrong product, selected the wrong fragrance or no longer wants the product.
Change-of-mind returns are therefore not accepted on opened, used or unsealed products.
2. Cosmetics & Personal-Care Products
For hygiene and safety reasons, opened, unsealed, used, tested or tampered-with cosmetics and personal-care products cannot be returned or exchanged.
This includes, but is not limited to:
- Body butters
- Lotions and creams
- Soaps and body washes
- Scrubs and polishes
- Toners
- Oils and serums
- Perfumes and body mists
- Hair-care products
- Lip-care products
- Other products intended for direct application to the body
We cannot resell products that have been opened or used, even where only a small amount has been consumed.
3. Unopened Products
A return request for an unopened, unused and completely sealed product may be considered within 7 calendar days of delivery.
The product must:
- Be in its original, undamaged packaging;
- Remain completely sealed and unused;
- Have all labels, seals and packaging intact;
- Be accompanied by proof of purchase; and
- Be returned at the customer's expense unless the return is due to an error on our part.
Approval must be obtained from Nouveau Image before sending any product back.
Unauthorized returns may be refused.
4. Incorrect or Damaged Orders
If we have sent you the wrong product, or your order arrives damaged, please contact us within 48 hours of delivery.
Customers must provide:
- Their order number;
- Photographs of the packaging and product;
- A description of the issue; and
- Photographs showing any visible damage.
Please retain the original packaging until the matter has been resolved.
Where the issue is confirmed to be an error on our part, Nouveau Image will, at its discretion, arrange an appropriate replacement or refund.
5. Change of Mind
We understand that circumstances can change. However, because our products are manufactured and packaged specifically for sale and certain products cannot be resold once they have left our control, we do not accept returns or provide refunds for change of mind once an order has been processed or dispatched.
Please take your time when selecting your products.
6. Fragrance Selection
Fragrance preference is subjective. Customers are encouraged to read fragrance descriptions carefully and contact us before purchasing if they require assistance selecting a fragrance.
We do not accept returns or refunds simply because a customer does not like the fragrance after opening or using the product.
7. Allergies & Sensitivities
Customers are responsible for reviewing the ingredients of products before purchase and should contact Nouveau Image if they have known allergies or sensitivities.
If you are uncertain whether a product is suitable for you, please contact us before purchasing.
Where appropriate, customers should perform a patch test before using a new skincare or cosmetic product.
8. Sale & Promotional Items
Unless otherwise required by applicable law, sale, clearance, promotional, customised or specially prepared products are not eligible for return due to change of mind.
9. Refunds
Where a refund has been approved, the refund will be processed using the applicable payment method and may take several business days to reflect, depending on the customer's bank or payment provider.
Refunds will only be processed after the returned product has been received and inspected where a physical return is required.
10. Return Shipping
Where a return is approved because of customer preference, incorrect selection or another reason that is not attributable to Nouveau Image, the customer is responsible for the return shipping costs.
Where Nouveau Image has supplied an incorrect product or the product has been confirmed to have arrived damaged due to our handling, we will determine the appropriate shipping arrangement.
11. No Refund Without Approval
Please do not send products back without contacting us first.
Every return request must be reviewed and approved by Nouveau Image before the product is returned.
12. Your Statutory Rights
Nothing in this policy is intended to remove or limit any rights that customers may have under applicable South African consumer-protection legislation.
Where a product is defective, unsafe, does not correspond with its description, or otherwise gives rise to a remedy under applicable law, the matter will be assessed in accordance with the customer's legal rights.
13. How to Request Assistance
For any return, exchange or product-related concern, please contact Nouveau Image as soon as possible with your order number and details of the issue.
We will always endeavour to resolve genuine product concerns fairly and professionally.
NOUVEAU IMAGE
Premium Cosmetics • Hair Care • Body Care • Home Care
Please choose carefully. Our products are made with care, and we want every purchase to be the right one for you.