Sales and Refund

SALES & REFUND TERMS AND CONDITIONS

Last updated on 15 September 2019

Thanks for shopping at Novena. We appreciate the fact that you like to buy the cool stuff we build. We also want to make sure you have a rewarding experience while exploring, evaluating, and purchasing our products, whether you’re shopping online at our website or in a Novena Showroom.

As with any shopping experience, there are terms and conditions that apply to transactions at Novena. By placing an order or making a purchase at Novena, you agree to the terms set forth below along with Novena’s 

  1. 30-DAYS RETURN POLICY

We want you to be happy with the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it. All we need from you is to contact us at customersvc@furn2.com so we can facilitate the return however the policy is subject to the conditions below:

  1. We will not refund a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; using it in an abnormal way; or failure to take reasonable care.
  2. We are unable to accommodate Returns for all items. Please note that the following items are not eligible:
  • Products described as "Made to Order",
  • Customised items,
  • Items marked as Clearance or any form of Display Items,
  • Showroom Displays
  • All mattresses under BIA and Castilla brands.

The Return

Our Logistics team will contact you to schedule for the collection. We will only perform the refund after we collect the returned item. All refunds will take 30 days to process and we will issue in the form of a credit back to the original method of payment. However, Novena reserves the rights to change the mode of refund.

The Refund

Shipping is a hard cost we incur from our logistics partners. If you decide to return the item, a restocking fee of 20% of the original invoiced value will be deducted for logistics and handling. As such, you will be refunded the following: Purchase Price - Restocking Fee = Refunded Amount (S$). Please do note that the restocking fee will also apply if you wish to return the item(s) to place another order.

  1. CANCELLATION

If you change your mind and decide to cancel your order or any item(s) in your order, please notify us at least 3 working days before the date of agreed delivery and you will be refunded with no additional charges incurred.

In the event you wish to cancel your existing order and place a new order, kindly note that a new delivery lead-time will be given at the time of new purchase.

All refunds will take 14 working days to process and will be credited back to the original mode of payment. However, Novena reserves the rights to change the mode of refund.

Restocking Fee

Any cancellation within 3 working days of agreed delivery date will be subject to a restocking fee of 20% of the price sold per line item (after discounts, if any) due to logistics and handling.

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

Refund Formula

Here is an example scenario: A customer made an order with 2 line items, in which Final Price Paid for the order was $975 (total order value was $1,000 with $25 discount coupon applied). This order was cancelled within 3 working days of the agreed delivery date so restocking fees apply. The table below explains how the Refund Amount will be calculated.

Line item

Product Price

Discount value applied per line item

Restocking Fee applied per line item after any discount applied

Amount to be refunded if item cancelled

Item A

$600

($600/$1,000) x $25 = $15

($600-$15) x 20% = $117

$600 - $15 - $117 = $468

Item B

$400

($400/$1,000) x $25 = $10

($400-$10) x 20% = $78

$400 - $10 - $78 = $312

This means we will refund you the following: Final Price Paid – Discount Value applied – Restocking Fee = Refunded Amount (S$).

The above Cancellation Policy may not necessarily be applicable to all products. For cancellation details pertaining to a specific product, please refer to the Product Info section in its product page. “Studio Display” and “Customised” items are not eligible for cancellation.

Please email us at customersvc@furn2.com to process this request.

III. ORDER CONFIRMATION

Novena will email the sales order confirmation within the day of purchase which will reflect the products purchased and the requested delivery date. It is the responsibility of the customer to check if the product(s) purchased and lead time(s) are correct. Novena will not be obligated to fulfil the order if there are any discrepancies after 48 hours from the time of order.

  1. DELIVERY

Please review the Delivery page to learn about how and when you will receive the products you purchased from Novena. Since the actual delivery of your order can be impacted by many events beyond Novena’s control once it leaves our facilities, Novena cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

  1. BUNDLE AND PURCHASE WITH PURCHASE ORDERS

We constantly seek to provide the best value for our customers hence all bundle and PWP (Purchase with Purchase such as buy sofa and get 15% off TV console) sales are carefully priced. As such, partial cancellation is not applicable for bundle and PWP orders. We will only process full cancellation for all bundle and PWP orders, in some instances a restocking fee may apply. (Refer to cancellation policy for restocking charges)

  1. PRODUCT INFORMATION

We endeavour to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.

We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.

We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavours to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

VII. 30-DAY PRICE PROTECTION POLICY

Novena offers a 30-Day price protection policy from the date of purchase. You will have to email us at 

VIII. AS-IS & DISPLAY ITEMS

"As-Is" items, display items and floor samples may have inherent cosmetic defects, and may not have the appearance of looking brand new. Customers acknowledge that they are fully aware of these cosmetic defects and that the discounted price of these items sold reflect this acknowledgement.

"As-Is" items, display items and floor samples are not applicable for any other promotion, sale, discount, code, coupon and/or offer; or cancellation and refund, for that matter.