Refund policy
Returns, Refunds and 60-Day Money-Back Guarantee
1. Scope and period
We offer a voluntary 60-day money-back guarantee. The guarantee period is 60 days from the date of purchase.
The guarantee requires that your order has physically arrived at your address. Cancellations during regular transit are not covered.
Items identified as non-returnable in the respective product description are excluded from this guarantee.
2. Strict condition requirements
Strict requirements apply to returns under this guarantee. It applies exclusively to unused goods in their unopened and undamaged original packaging.
Once the product packaging has been opened, the products have been used or soiled, or the original packaging is damaged or incomplete, a return under this guarantee is entirely excluded. This applies regardless of the type of item.
3. Initiating a return
To initiate a return under this guarantee, contact us in advance by email at support@novendo.shop, stating your order number and the reason for return. Do not send any goods back to us without contacting us first. Unauthorized returns are not refunded and cannot be sent back to you.
Returns must be sent to our returns facility:
Novendo
Skivebakken 14
5018 Bergen
Norway
4. Return costs and proof of shipment
Under this guarantee you, as the buyer, bear the direct costs of return shipping. Without a valid proof of shipment and a tracking number we cannot process a refund. Please observe the requirements for correct customs declaration.
5. Inspection and refund process
Once we have received your items at our returns facility, we inspect the goods strictly for unopened original packaging and flawless condition. Inspection and processing take up to 14 business days from receipt.
If the goods meet the return conditions, we process your refund. Under this guarantee we refund the purchase price of the returned items only. The original outbound shipping costs are not refunded. Repayment is made to your original payment method.
If the goods do not meet the return conditions, for example opened or damaged packaging, we will contact you by email within 14 business days of receipt. In that case you have 30 days from our notification to arrange the return of the non-qualifying goods at your own expense. After this 30-day period expires without a response from you, we are entitled to dispose of the goods freely.
6. No other returns
Outside this guarantee we do not accept returns. This includes change of mind, accidental orders, duplicate orders, and shipments that arrived later than estimated.
7. Damaged or incorrect items
If your order arrives damaged or you received the wrong item, email support@novendo.shop within 7 days of delivery with photographs of the item and its packaging. Where we confirm the claim, replacement of the item is the sole and exclusive remedy.
8. Set-off
Under this guarantee you may set off against our claims only where your counterclaims have been finally determined by a court, are undisputed, or have been acknowledged by us.
9. Chargebacks
If you initiate a chargeback instead of contacting us, we will submit our complete records to your card issuer, including order data, delivery confirmation, and all correspondence with you.