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General

These are the terms of use ("Terms of Use") for your use of services or features on the sites owned and controlled by Novela International Pte Ltd ("Novela"), including www.novela.com.sg (the "Sites"). We may add additional Sites from time to time as we expand our beauty offerings and these Terms of Use will govern those new Sites when added. You may be accessing our Sites from a computer or mobile phone device (through an iPhone application, for example) and these Terms of Use govern your use of our Sites and your conduct, regardless of the means of access.

We may interact with you through third-party platforms like social media pages, where we publish content and encourage your input, for example, on sites like https://www.facebook.com/novelasg/ and https://www.instagram.com/sg.novela/. Our Sites feature guidelines and rules and regulations for our Social Sites and Interactive Services. Please note that NOVELA does not govern these Social Sites, and these Terms do not pertain to entities that NOVELA does not own or operate, or to the conduct of individuals who are not NOVELA employees. It is advisable to review the terms of use published on Social Sites.
In these Terms and Conditions the following expressions shall have the following meanings:
- "Customer" shall mean you and all other persons who purchase the Products under your Login.
- “NOVELA” shall mean the seller of Products.
- “NOVELA Members” shall mean the customers who registered for membership on NOVELA Sites.
- ‘Business Day” shall mean Monday to Friday from 9am-6pm (exclude public holiday).
- "Intellectual Property" shall mean all intellectual property rights of whatsoever nature, including (without limitation) patents, designs, present and future trademark or copyright, whether or not registered or registrable by any means, and the right to file an application for registration thereof.
- "Login" shall mean a Customers access to NOVELA Sites.
- "Product/Products" shall mean all the Products offered for sale on NOVELA Sites.
All Products sold by NOVELA through this Sites are sold subject to these Terms and Conditions (including the Privacy Policy published on this site). By submitting your order for processing by NOVELA, you confirm and affirm that you have read, understood and agree to the Terms and Conditions (including the Privacy Policy published on this site) in the form in which they appear at the time your order is submitted for processing.
These Terms and Conditions shall prevail over any other document purporting to have a contractual effect including any NOVELA store policy in the event of any inconsistency between these Terms and Conditions and the terms of any other documents.
NOVELA has the absolute discretion to refuse the registration of a potential Customer for any reason whatsoever and to terminate the registration of any of its Customer for any reason whatsoever.
The Customer will be liable for every order made under his/her Login and agrees to defend, indemnify and hold harmless NOVELA (and to keep NOVELA indemnified and harmless) against any and all suits, proceedings, claims, damages, losses (including indirect and consequential losses), liability or costs suffered or incurred by NOVELA (or which may be suffered or incurred by NOVELA) and arising out of or in connection with any orders or purchase made under the Customer’s Login or the Customer’s use of NOVELA Sites. The Customer shall be responsible for updating his registration information.
NOVELA Member rebates is only valid for NOVELA registered members.
All pictures and images displayed on NOVELA Sites are meant for illustrations purposes. Product images provided on NOVELA Sites are provided to help recognize Products. Due to packaging redesign and improvements these may not reflect exactly on the package you receive.

Price and Payment

Prices shown on the NOVELA Sites are in Singapore Dollars (SGD) and are inclusive of GST, but do not include any applicable shipping or delivery fees. Delivery fees will be charged where applicable and will be included in the order total upon checkout. Prices or shipping fees are subject to change effective immediately upon posting of such price changes on NOVELA Sites or other form of notifications.
NOVELA reserves the right to adjust product pricing & product details at any time without prior notice, and to correct any pricing errors that may occur.
Although we aim to provide accurate descriptions for all products listed on our Sites, we cannot guarantee that the information, including descriptions, colors, pricing, promotions, and other content found on our Sites, is entirely accurate, up-to-date, or without mistakes. NOVELA reserves the right to rectify any errors, inaccuracies, or omissions, update or modify information, or cancel orders if any information on the Sites is found to be inaccurate, even after you have already placed your order, without any prior notification.
The prices advertised NOVELA Sites are for delivery shopping only. Prices for some Products may differ from those charged at NOVELA Retail Stores.
Discrepancies between the order amount and the final checkout amount may be due to out-of-stock Products, substitutions, special offers, daily price changes and weighed items. NOVELA reserves the right to adjust the final checkout amount after the order amount is presented or conveyed to the Customer.
In the event of different special offers or promotions being made available to the Customer simultaneously for the same Product, the Customer may elect one such offer or promotion per Product but shall not be entitled to a combination of all such offers or promotions per Product.
If the Customer requests a variation to the order which NOVELA accepts then the price payable for the order will be adjusted accordingly to reflect the variation and shall be recorded on the final checkout amount presented to the Customer at the time of variation made.
Special clearance/ promotional items are not eligible for stamp under the loyalty program.
Buy 1 Free 1 and/or associated deals (Mix and Match, 3 for the Price of 2) can only be enjoyed by adding the free item to your cart. NOVELA will not be able to add missing items to Customer cart. Depending on the status of your order you will either be able to cancel your existing order or, if your order is already being processed by our team, you will be able to refund your order in any NOVELA Retail Stores by following our “Return, Exchange & Refund Policy”. Please write in to wecare@novela.com.sg or NOVELA WeChat (Customer Service)/ Facebook, we will reply the request within 2 business days.

Liability

The liability of NOVELA whether in contract, tort or otherwise for any loss, damage or injury arising directly or indirectly from any defect in or non-compliance of the Products or any other breach of NOVELA obligations hereunder shall not in any event exceed an amount equivalent to the price of the said defective or non-compliant Products.
NOVELA shall not be liable for any consequential, indirect or special damage or loss of any kind whatsoever nor shall NOVELA be liable for any damage or loss caused by the Customer servants, agents, buyers or other persons whatsoever.
All products should be used strictly in accordance with their instructions, precautions and guidelines. You should always check the ingredients for products to avoid potential allergic reactions. The Customer expressly acknowledges and agrees that NOVELA assumes no obligation or liability for any advice or information given with the Products and we shall not be responsible for any inaccuracy or misstatement of any such information. The Products shall be accepted by the Customer entirely at the Customer risk.

Intellectual Property

All materials, including all copyright and any other proprietary rights, are property of NOVELA, its content providers and/or third-party licensors. All rights are reserved. The materials cannot be reproduced, modified, transferred, distributed, republished, downloaded, posted or transmitted in any form or by any means including but not limited to electronic, mechanical photocopying or recording without the prior written permission of NOVELA. Without prejudice to the foregoing, you agree that the materials contained within or available through NOVELA Sites may not be used for commercial purposes or distributed commercially.

Trademarks

The trademarks, service marks, trade names and logos ("Trademarks") used or appearing on NOVELA Sites are the property of NOVELA, its affiliate or third-party licensors. Your access or use of NOVELA Online and/or the Interactive Sites should be construed as granting, by implication, estoppel, or otherwise, any license or right to use any of the Trademarks without the written permission of NOVELA.

Contributions to NOVELA

All feedback, comments, information, ideas, suggestions, documents, and/or proposals ("Contributions") given to NOVELA

Fraud Protection

We check all received orders for fraud and other forms of unauthorized or illegal conduct as part of our order processing procedures. In cases where there is a suspicion of fraud, unlawful or unauthorized conduct, or when the transaction transgresses NOVELA stated policies, we reserve the right to refuse to process the order. NOVELA reserve the right to reject your order or have a member of our Customer Service team contact you at the number given by you (or by email) to confirm your order. In the event that fraud or other unauthorized or unlawful conduct is detected, we have the right to terminate any accounts or refuse to ship to specific addresses.

Terms & Conditions on Mobile App

You are not allowed to copy or modify the app or any part of the app in any way. You are not allowed to attempt to extract the source code of the app, and you also should not try to translate the app into other languages or make derivative versions. The app itself, and all the trademarks, copyright, database rights, and other intellectual property rights related to it, still belong to Novela International Pte Ltd.

Novela International Pte Ltd is committed to ensuring that the app is as useful and efficient as possible. For that reason, we reserve the right to make changes to the app or to charge for its services, at any time and for any reason. We will never charge you for the app or its services without making it very clear to you exactly what you are paying for.

The NOVELA app stores and processes personal data that you have provided to us, to provide our Service. It is your responsibility to keep your phone and access to the app secure. We therefore recommend that you do not jailbreak or root your phone, which is the process of removing software restrictions and limitations imposed by the official operating system of your device. It could make your phone vulnerable to malware/viruses/malicious programs, compromise your phone’s security features and it could mean that the NOVELA app won’t work properly or at all.

The app does use third-party services that declare their Terms and Conditions.
Link to Terms and Conditions of third-party service providers used by the app

Google Play Services
Google Analytics for Firebase
Facebook

You should be aware that there are certain things that Novela International Pte Ltd will not take responsibility for. Certain functions of the app will require the app to have an active internet connection. The connection can be Wi-Fi or provided by your mobile network provider, but Novela International Pte Ltd cannot take responsibility for the app not working at full functionality if you do not have access to Wi-Fi, and you don’t have any of your data allowance left.

If you’re using the app outside of an area with Wi-Fi, you should remember that the terms of the agreement with your mobile network provider will still apply. As a result, you may be charged by your mobile provider for the cost of data for the duration of the connection while accessing the app, or other third-party charges. In using the app, you’re accepting responsibility for any such charges, including roaming data charges if you use the app outside of your home territory (i.e. region or country) without turning off data roaming. If you are not the bill payer for the device on which you’re using the app, please be aware that we assume that you have received permission from the bill payer for using the app.

Along the same lines, Novela International Pte Ltd cannot always take responsibility for the way you use the app i.e. You need to make sure that your device stays charged – if it runs out of battery and you cannot turn it on to avail the Service, Novela International Pte Ltd cannot accept responsibility.

With respect to Novela International Pte Ltd’s responsibility for your use of the app, when you’re using the app, it’s important to bear in mind that although we endeavor to ensure that it is updated and correct at all times, we do rely on third parties to provide information to us so that we can make it available to you.

Novela International Pte Ltd accepts no liability for any loss, direct or indirect, you experience as a result of relying wholly on this functionality of the app.

At some point, we may wish to update the app. The app is currently available on Android & iOS – the requirements for the both systems (and for any additional systems we decide to extend the availability of the app to) may change, and you’ll need to download the updates if you want to keep using the app.

Novela International Pte Ltd does not promise that it will always update the app so that it is relevant to you and/or works with the Android & iOS version that you have installed on your device. However, you promise to always accept updates to the application when offered to you, We may also wish to stop providing the app, and may terminate use of it at any time without giving notice of termination to you. Unless we tell you otherwise, upon any termination, (a) the rights and licenses granted to you in these terms will end; (b) you must stop using the app, and (if needed) delete it from your device.

Changes to This Terms and Conditions

We may update our Terms and Conditions from time to time. Thus, you are advised to review this page periodically for any changes. We will notify you of any changes by posting the new Terms and Conditions on this page.

These terms and conditions are effective as of 2023-04-01

If you have any questions or suggestions about our Terms and Conditions, do not hesitate to contact us at wecare@novela.com.sg.

What Our Privacy Policy Covers

This privacy statement applies to NOVELA operations in the countries that we operate in and to the personal information that NOVELA collects in a variety of contexts, both online and offline, such as when you access or use our websites, native mobile applications (referred to as "NOVELA Mobile Apps"), or any other applications or services that link to this privacy statement; when you visit one of our stores; when you communicate with us; when you make purchases from our third-party partners; and when you interact with us.

For certain activities, initiatives, and products, we might present alternative or additional privacy statements. We may also provide "just-in-time" notices that can further explain or expand on our privacy policies and provide you with more options regarding personal information that you may provide to us.

Links to websites and/or apps run and maintained by third parties may be found on our websites. Please be aware that we have no control over the privacy policies and procedures employed by websites or applications that we do not own. We advise you to look over such third parties' privacy policies.

Collection and Use of personal data
1. We will only use or disclose your personal data with your consent or as authorized by applicable laws and regulations. The personal data collected may include:
  - Name
  - Gender
  - Date of Birth
  - Home/ Delivery Address
  - Email Address
  - Contact Number
  - Member ID
2. By creating a membership account with us (whether directly or on your behalf) or purchasing any Products/services on NOVELA Sites, you consent to our collection, use and disclosure of your personal data for any or all of the purposes specified below:
  - Administer, maintain, update and/or process your online account with NOVELA
  - Provide the Products or services purchased from us online (and for all other matters relating to such purchase, including following up with you on Product/service delivery)
  - Verify and carry out financial transactions in relation to payments made for online purchases from NOVELA
  - Managing, investigating or responding to feedback, request, claims or complaints provided or made by Customer
  - Audit the downloading of data from our website
  - Improve or customize the layout or content of our website
  - Identify visitor to our website; and making such disclosures as may be required for: (i) any of the above purposes; (ii) as required by law; (iii) as requested by any law enforcement or government or regulatory authority; or (iv) in respect of any queries, feedback, complaints or claims made by you, or any potential data breach or leakage.
3. With your consent, we may collect, use and disclose your personal data for any or all the purposes specified below:
  - Deliver marketing or promotional materials relating to our Products, services or special offers (and other information which you have requested)
  - Inform you of updates to our Sites
  - Provide information or services relating to our Products, promotions or offers; or
  - Conduct market surveys, research or data mining to provide you with a more personalized experience in respect of our website, mobile applications, Products, services and/or your online membership account with us.
  You agree that we may disclose, transfer and share (whether in Singapore or abroad) your personal data amongst the Business Units and/or direct holding company ( including but not limitation to Henatenn Holdings Pte Ltd (“Affiliate”)) for the purposes in this Privacy Policy, including (without limitation) storing, processing and enabling access to your personal data under a single Customer database used by us (across our organization and all Business Units) and our Affiliate.
4. You further agree that we may disclose and transfer (whether in Singapore or abroad) your personal data to our Affiliate (defined above), and/or to third party services providers engaged by us to provide:
  - Customer database management services,
  - Customer contact services (and service providers may contact you regarding promotions, Products rewards, vouchers and redemption letters and Customer service on behalf of us),
  - Secure data disposal services,
  - Any assistance in relation to the provision of our Products or services to you (including, without limitation, processing, effecting and verifying sales, orders, refunds and/or exchanges relating to Products available for sale in our stores or through our website, and other Customer service),
  - Hosting, maintenance and/or support services in respect of our website, mobile applications and/or your online account; and/or
  - Any other front-end, back-end or ancillary services required directly or indirectly to enable us to carry out any of the purposes specified at Paragraphs a and c (or a directly related purpose) ("Third Party Service Providers").
  These Third-Party Service Providers are under a duty of confidentiality to us and/or our Affiliate and are only permitted to use your personal data in connection with the purposes specified in this Privacy Policy, and not for their own purposes (including direct marketing).
5. Your personal data will be retained by us and will be accessible to our authorized employees, our Affiliate and Third-Party Service Providers engaged by us for any of the purposes stated in this Privacy Policy. You authorize us to (a) disclose all or any of your personal data to such third parties, and (b) collect your personal data from any other sources available to us (including credit referral agencies).
6. Insufficient or incorrect personal data provided to us by you may result in delays or failure in providing the Products or services purchased by you.
Confidentiality of personal data
1. Personal data provided to us by Customer or visitor to this website will be kept confidential and will only be disclosed for the purposes stated in this Privacy Policy. We may disclose personal data to third parties who perform certain tasks relating to the provision of our Products or services to our Customer or to visitors of NOVELA Sites. All such third parties are required by us to use the personal data strictly to provide the Products or services and are required to maintain the confidentiality of the personal data.
2. Any questions, comments, suggestions or information (other than personal data) sent or posted to NOVELA Sites by Customer or visitor will be deemed voluntarily provided to us on a non-confidential and non-proprietary basis. We may use, reproduce, disclose, transmit, publish, broadcast or post elsewhere such information in connection with the development, manufacture and marketing of Products or services, to meet the needs of our Customer or visitor or for any other purpose.
3. We will only disclose your personal data without notice to you if required to do so by law, or in the good faith belief that such disclosure is necessary to:
  - Comply with legal process, or under compulsion of an order of court or governmental agency served on us or NOVELA International Pte Ltd
  - Protect our rights, property or safety or that of or NOVELA International Pte Ltd, its employees, Customer, visitor or others
4. This Privacy Policy applies only to personal data collected via NOVELA Sites. We are not responsible for the privacy practices or policies of other websites accessible via NOVELA Sites. By activating a link (e.g. by clicking on the banner of an advertiser), you leave NOVELA Sites and we do not have control over any personal data or any other information you give to any other person or entity after you have left this website.
5. The Terms of Use and the provision of our services shall be governed by and construed in accordance with the laws of Singapore without reference to Singapore conflict of laws rules, and any dispute arising out of the Terms of Use and our services shall exclusively be submitted to the competent courts in Singapore. Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights.
6. We may amend the Privacy Policy from time to time. Thus, you are advised to review this page periodically for any changes. We will notify you of any changes by posting the new Privacy Policy on this page. The latest version of the Privacy Policy will supersede all previous versions.
Withdraw Consent and/or delete account

If you wish to no longer allow us to collect, use, and/or share your Personal Data, or if you want to close your account with us, you can send a written request to wecare@novela.com.sg, click "unsubscribe" on a marketing email, replying STOP to a text message, or log in to NOVELA mobile app or website and submit Account Deletion under My Profile page.

Please note that we may need additional information from you to confirm your identity and understand your request, and to process and fulfill your request. We will handle your request within a reasonable timeframe and will refrain from collecting, using, and/or disclosing your Personal Data in the manner you requested, unless we are required or permitted to do so by law.

However, please be aware that withdrawing your consent and/or deleting your account may have legal implications, which could mean we are unable to complete a transaction, continue our relationship with you, or send you requested information, depending on the scope of your request.
Log Data

Whenever you use our Service, in a case of an error in the app we collect data and information (through third-party products) on your phone called Log Data. This Log Data may include information such as your device Internet Protocol (“IP”) address, device name, operating system version, the configuration of the app when utilizing our Service, the time and date of your use of the Service, and other statistics.
Cookies

Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. These are sent to your browser from the websites that you visit and are stored on your device's internal memory.

This Service does not use these “cookies” explicitly. However, the app may use third-party code and libraries that use “cookies” to collect information and improve their services. You have the option to either accept or refuse these cookies and know when a cookie is being sent to your device. If you choose to refuse our cookies, you may not be able to use some portions of this Service.
Security

We appreciate your confidence in sharing your Personal Information with us, and therefore we are committed to using commercially reasonable methods to safeguard it. However, it's important to note that no method of transmitting information over the internet or storing data electronically can be considered completely secure or foolproof. As a result, we cannot guarantee the absolute security of your information.