Nova E-Shop FAQs

Payment

We accept Visa, MasterCard, PayPal, Alipay and Internet bank transfer.

If there is a problem with your chosen payment method and payment cannot be processed, we will email you alerting you of the problem. If the payment cannot be processed the next day, your order will be automatically paused. We recommend that you get in touch with your bank to find out more details about the failed transaction.

If you wish to add or select a different payment method, please login to your account and update your payment details as necessary. We will process your order in accordance with our Terms of Purchase and we will email you when your order has been processed and the goods are ready to be shipped to you.

No. When you purchase a product with Nova shop, you will be made aware of the product charges plus any relevant shipping fees as applicable. Please keep in mind that if you located outside Malaysia, orders may be subject to import taxes, customs duties and fees levied by the destination country including additional charges for customs clearance. Please note that all these fees must be borne by you, the recipient.

Nova has no control over these charges and cannot predict what they might be. Moreover, custom policies vary widely from country to country and region to region; you should contact your local custom authorities for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Nova is not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Nova, for delivery outside Malaysia, you or the recipient of the order must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase as we are unable to issue a refund.

Ordering Online

No, we currently do not have a back order system in place. If an item is out of stock, it will be displayed as unavailable on the website and vice versa if the product has become available you’ll be able to add it to the shopping cart.

No. We currently do not accept orders over the phone. If you need assistance completing your order please email eshop@nova.com.my or contact us via Facebook messenger.

The products sold on this Site have expiry dates of between 6 months to 3 years to give you a suitable amount of time to use them.

Promotional voucher codes

Once you have selected the products you want to purchase and added them to the shopping bag, you will to the checkout. Simply enter the code under the voucher code field and apply to ensure you receive the discount. Please enter the voucher code exactly as it has been provided to you otherwise it will not work and the discount will not be applied.

Shipping fee are not included in the discount and will be added in the checkout as applicable. The total amount due to paid will be clearly spelt out before you commit to order from the Nova website.

Yes, all Nova vouchers have an expiry date and this is made available where the voucher code has been promoted. We are unable to extend voucher expiry dates.

Shipping

All orders are managed by Nationwide courier service. Successful orders will be shipped within three business days (Monday-Friday). Once your order has been collected from our warehouse, you may use the tracking number provided to track your order on the Nationwide website at www.nationwide2u.com.

Enjoy our complimentary delivery service to your door, anywhere within Malaysia.

It’s very important that you keep handy the order number you are provided with upon successfully placing an online order. You would also have received this order number via email. If you are in Malaysia, please go to www.nationwide2u.com to track your order. If you are located oversea please search for your local postal authority. You will receive an email when your order is received and processing has started. You will receive a separate email from GDEX when your order has been collected from our warehouse.

Nova cannot guarantee delivery times due to reasons beyond Nova’s control. Every effort is made to ensure orders are shipped within 2-3 business days (Monday-Friday) and if you are based in Malaysia, your order can take between 3-7 business days to arrive; sometimes it is faster and on occasion bit longer depending on your final destination.

If your order does not arrive within the estimated time framed please contact Nova customer support via email: eshop@nova.com.my , quoting your order number and your tracking number if you have it handy. For international orders you may need to speak with your local postal authority to found out more about the status of your order.

RM 80 flat rate. International times vary according to each country and its postal service. As a guide, most parcels will arrive to your country within 8-21 business days. Actual delivery time frame depend on the speed of your local delivery network. You can track your order online via the link emailed to you.

Nova offers its Malaysia Range of products for shipment to most countries around the world. You are responsible for assuring that the product, or products, can be lawfully imported to the destination country. When wording from Nova, the recipient is the importer of record and must comply with all laws and regulation of the destination country.

Orders that are shipped to countries outside Malaysia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional chargers for customs clearance must be borne by the recipient; Nova has no control over these charges and cannot predict what they might be. Custom policies vary widely from country to country and region to region; you should contact your local customs office for further information.

When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Where an order is returned to Nova by customs in a sellable condition, we will refund the amount less the shipping cost incurred by us to sent the order to you in the first place.

Nova is also not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Nova, for delivery outside Malaysia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase.

Returns and Refunds

We do not accept returns for simply changing your mind after purchase, unless we otherwise specify, such as where you cancel your order before we dispatch the goods, and we send you confirmation of the cancellation.

NOVA GUARANTEE:

Nova Guarantee applies on Nova products sold on Nova E-shop. It protects buyers against fake, expiring, and/or damaged products by offering 100% refund. Nova Guarantee ensures that all products

  • Authentic/Original
  • At least 6 months away from expiring at the time of shipping
  • Delivered in perfect condition. (no tear,leak,dent,etc.)

Despite the above, nothing in these Terms of Purchase alter any rights you may have under the Malaysia Consumer Law. Please ensure you retain proof of purchase of purchasing products from our Site and the goods in question if you are looking at returning your goods. Please fill in the return form, email it to eshop@nova.com.my and ensure you have your order number handy which was emailed to your nominated email upon successfully processing your order.

Easy Steps on How to Return:

  • Step 1: Check the Validity of Returns Policy
  • Step 2: Fill in Online Returns Form & email it to eshop@nova.com.my
  • Step 3: Pack the items. (Item delivered in bad condition, damaged, expired or poor packaging, physical return is required.)
  • Step 4: Drop of at our Courier Partner or send your parcel to the following address:

    Nova Laboratories Sdn. Bhd. (Returns Department)
    Lot 708, Nova Avenue, 4th Mile,
    Sungai Pelek, Sepang,
    Selangor Darul Ehsan,
    Malaysia.
  • Step 5: The refund process will start once your item arrived at Nova E-shop warehouse.

IF you met all the requirements and wish to proceed, returns and refunds can be initiated via the Online Return Form, by clicking the link below:

CLICK HERE TO RETURN YOUR ORDER

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