Return Policy
At NOVANL, we strive to make your shopping experience as seamless as possible. We understand that sometimes you may change your mind. That's why we have established a return policy that provides you with the flexibility to reconsider your purchase.
You have the right to withdraw from this agreement within 14 days without giving any reason. The withdrawal period will expire 14 days after the day on which you, or a third party indicated by you, who is not the carrier, physically take possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from the agreement by means of an unequivocal statement (e.g., in writing by post, fax, or email).You may use the model withdrawal form here, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Below you will find all the details of our return policy, including information on how to request a return, the terms, and any exceptions.
30-day Inspection Period
At NOVANL, you have a 30-day inspection period, which begins the day after you receive your product. This means that within this period, you have the right to return your purchase if you are not completely satisfied.
Return Request
Submit your return request through your profilepage. We process requests within 24 hours. No account? Apply for an RMA using the button below.
Return Costs
The costs for returning depend on your desired return action:
Exchange: Free return label.
Refund: Return costs of €3.50.
Damaged received or wrongly delivered product: Free return label.
Return Conditions
Product Condition: We ask you to return the product, if possible, in its original condition and factory packaging. This way, we can ensure that the product is in good condition for any subsequent customers.
Consequences of Withdrawal
If you withdraw from the agreement, we will reimburse all payments received from you, including delivery costs (except for any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us) without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from this agreement. If you only return part of your order, delivery costs will not be refunded. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this agreement to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods.
Our return address is:
Hercules 6,
5126 RK Gilze,
Netherlands.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Always Sure Guarantee
At NOVANL, we believe in our Always Sure Guarantee. If you want to exchange the product for a different color or model, we will reimburse the return costs. You will then receive a return label free of charge. However, if you prefer a refund, the return costs of €3.50 are your responsibility.
Exceptions
Not all products can be returned. Here are the exceptions that do not fall under the 30-day inspection period:
Damaged or incomplete products: Products that are damaged or incomplete through no fault of ours cannot be returned.
Missing or severely damaged packaging: Products with missing or severely damaged packaging cannot be returned.
Hygiene products: Products that cannot be returned for hygiene reasons, such as earplugs or products with intensive signs of use.
Returning Multiple Orders
To prevent confusion in our warehouse, returns cannot be combined. Please fill out a separate return form for each order and package them separately.
Packing Slip with Return
At NOVANL, we want to ensure that the return process runs as smoothly as possible for both you and us. Therefore, we kindly ask you to include the packing slip with each return shipment. The packing slip is essential for us to correctly identify the return and efficiently process the RMA (Return Merchandise Authorization) process.
Importance of the Packing Slip with RMA
Including the packing slip enables us to quickly and accurately identify RMA shipments. Failure to include an RMA packing slip may result in delays in the return process. We will then need extra time to investigate the origin of the RMA, which can lead to significant delays.
Our Appreciation for Your Cooperation
We thank you for your cooperation and understanding in this matter. Including the packing slip with your return shipment helps us improve our service to you and minimize any delays.
Reporting Damage or Defects
Have you received a damaged or defective product? Report it via our return portal for a suitable solution within one working day. Returning in this case is free of charge.
Issues with Return Request
Experiencing issues with submitting your return? Contact our customer service via live chat or email. Please include your order number and describe the problem. Photos of error messages help us assist you better.
Missing Product
Is a product missing from your order? Contact our live chat or send us an email for a suitable solution.
Return Status
We will keep you informed of the progress of your return via email. You can also inquire about the status via live chat.
Return Processing
Upon receipt, we will process your return request within one working day. It may take up to 5 working days for your return to be processed. You will receive updates via email.
Refund
Within 5 working days of receiving your return, we will refund you via the payment method you selected. Usually, this takes 1-3 working days.
Incorrect Refund
If you have received an incorrect refund, please contact our customer service. We're happy to resolve it for you.
Canceling an Order
Do you want to cancel your order? If you have not yet received a shipping confirmation, ask our live chat or email us before 5:00 PM if cancellation is possible. If you have already received a shipping confirmation, you can submit your order as a return.
For any questions or issues, our customer service is always available to assist you!
