Franque Pty Ltd ABN 64 600 270 344 (“Franque”, "we", "us" or "our") will process all orders made via the website known as buy.smnovella.com.au (“Website”) subject to our Website Terms and Conditions .

This Returns & Exchanges Policy sets out the terms on which we deal with any returns and exchanges of products ordered via the Website.


Franque does not offer refunds for ‘change of mind’ (i.e. if you decided you did not like the purchase or if you had no use for it) or under any other circumstances where the product is not faulty or defective.

Faulty or Defective Products 

If you believe you have received a faulty or defective product from us, please contact us at customers@smnovella.com.au to notify us within 7 days of delivery. If in our reasonable opinion and based on your description to us the product appears be faulty or defective, we will request for you to return the product to us and we will inspect the product. If we agree that the product has a major fault (other than through abnormal use), we will contact you and you may choose to either receive a refund or to have the product replaced. If we agree that the product has a minor fault (other than through abnormal use) we may elect to repair the product for you within a reasonable period of time or to offer you a replacement (at our discretion). In both cases where we agree that the product is faulty, we will reimburse you for any reasonable postage costs incurred by you to return the product to us.

Unfortunately, we cannot provide a refund or replacement of the product where the product has sustained damage due to abnormal use. 


Franque offers exchanges of products within 7 days of delivery. Exchanges will only be allowed where ordered products are kept unopened in their original packaging and are in a resalable condition.

If you wish to exchange a product, you must first contact us at customers@smnovella.com.au to notify us. If an exchange is approved, you shall be responsible for packaging and sending the original product back to us and shall bear all of the costs associated with this.

Once the original product has been received by Franque, we will send out the exchange product to you as per our standard Shipping Policy. You shall bear the standard delivery costs associated with this.

No Cancellation or Changes

Please carefully check to ensure that all details in your order are accurate prior to finalising your purchase at check-out. Franque does not accept or accommodate changes to your order or delivery details once the online purchase transaction has been completed.