Gold Snail Hydrating Mask

Warranty Policy

At Neonova Store,
we stand behind the quality of our products and are committed to
providing our customers with a reliable and transparent warranty.

Coverage

All products sold by Neonova Store are covered by a 30-day limited warranty starting from the date of delivery. This warranty covers manufacturing defects and faults that occur under normal use.

What Is Covered

• Manufacturing or material defects
• Products received damaged or defective
• Items that do not function as intended under normal conditions

What Is Not Covered

• Damage caused by misuse, accidents, or negligence
• Normal wear and tear
• Damage caused by improper care, cleaning, or storage
• Modifications or repairs made by unauthorized third parties

Warranty Claim Process

To request a warranty claim, please contact our customer support within the warranty period and provide:

• Proof of purchase (order number or receipt)
• Clear photos or videos showing the defect
• A brief description of the issue

Once your claim is reviewed and approved, we will offer one of the following solutions, depending on the case:

• Replacement of the product
• Refund (full or partial)
• Store credit

Important Notes

• The warranty applies only to the original purchaser and is non-transferable.
• Neonova Store reserves the right to inspect and verify any reported issue before approving a claim.

Shipping & Delivery Policy

At Neonova Store,
we aim to ensure that your order is processed and delivered as quickly
and efficiently as possible. Below you will find detailed information
about our shipping and delivery process.

Order Processing

• Orders are processed within 1–3 business days after payment confirmation.
• Orders placed on weekends or public holidays will be processed on the next business day.

Shipping Time

• Estimated delivery time is 7–15 business days, depending on the destination and shipping method.
• Please
  note that delivery times are estimates and may vary due to customs
  clearance, carrier delays, or unforeseen circumstances.

Shipping Costs

• Shipping costs are calculated at checkout and may vary depending on the destination and order size.
• In some cases, we may offer free shipping as part of special promotions.

Tracking Information

• Once your order has been shipped, you will receive a confirmation email with a tracking number.
• Tracking information may take 24–72 hours to update after shipment.

Delivery Issues

• Neonova
  Store is not responsible for delays caused by customs, postal services,
  or incorrect address information provided by the customer.
• If an order is returned due to an incorrect or incomplete address, the customer may be responsible for additional shipping fees.

Lost or Delayed Orders

• If your order has not arrived within 30 business days, please contact our customer support team.
• We will investigate the issue and offer a suitable solution, such as a replacement or refund, depending on the case.