Refund policy

Instructions on withdrawal, returns policy and warranty information

Novendo

PART 1: Statutory instructions on withdrawal

(The following instructions on withdrawal correspond to the official model pursuant to Annex 1 to Art. 246a § 1 Abs. 2 S. 2 EGBGB. They only enjoy the statutory protective effect if adopted word for word. Changes to the content of this part are not permitted.)

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (Erik Berisha (Novendo), Hermann-Flach-Straße 6, 18109 Rostock, Germany, email: support@novendo.shop) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or email). You may use the attached model withdrawal form, 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.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of 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 about your decision to withdraw from this contract. 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 contract to us. The goods must be returned to the following address:

Novendo, Skivebakken 14, 5018 Bergen, Norway

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.

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.

Exclusion or premature expiry of the right of withdrawal

There is no right of withdrawal for contracts, where applicable:

– for the supply of goods which are not prefabricated and for whose production an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer;

– for the supply of goods which are liable to deteriorate rapidly or whose expiry date would be quickly exceeded;

– for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts.

The right of withdrawal expires prematurely for contracts, where applicable:

– for the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery;

– for the supply of goods if, after delivery, they have been inseparably mixed with other items due to their nature;

– for the supply of sound or video recordings or computer software in a sealed package if the seal has been removed after delivery.

Model withdrawal form

(If you wish to withdraw from the contract, please complete and return this form.)

To: Erik Berisha (Novendo), Hermann-Flach-Straße 6, 18109 Rostock, Germany, email: support@novendo.shop

I/We () hereby give notice that I/we withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service ()

Ordered on ()/received on ()

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper)

Date

(*) Delete as appropriate.

PART 2: Additional information on processing returns

(The following information is not a prerequisite for the effective exercise of the statutory right of withdrawal under Part 1. It serves to ensure smooth processing and to protect both parties. Your statutory rights remain unaffected.)

2.1 Return costs

As set out in the statutory instructions on withdrawal (Part 1), you as the buyer bear the direct costs of returning the goods to our returns centre. As a rule, we do not provide free return labels.

2.2 Registering your return (recommended)

We recommend that you register your return in advance by email to support@novendo.shop, stating your order number. This enables us to ensure that your return is properly accepted and allocated.

2.3 Customs declaration (IMPORTANT)

Returns to our returns centre in Norway (a non-EU country) must always be declared to customs clearly and visibly as “Returned Goods”. In addition, the value of the goods must be stated correctly and the order number must be noted on the customs declaration.

Note on damages: Costs demonstrably incurred by us as a result of an incorrect or missing customs declaration by the buyer (e.g. import charges, customs fees, penalty duties) may be asserted by us against the buyer as a separate claim for damages.

2.4 Shipping method and tracking

We strongly recommend choosing a shipping method with tracking (tracking number) for your return. For uninsured shipments without proof of delivery, you as the buyer bear the full risk of loss of or damage to the goods in transit.

2.5 Packaging and transport damage

If possible, please return the goods to us in their original packaging with all accessories. You are responsible for packaging them securely for transport. If the goods are damaged on their way to us due to inadequate packaging on your part, we reserve the right to claim compensation for loss of value pursuant to § 357 Abs. 7 BGB.

2.6 Photo documentation before return (recommended)

We strongly recommend that you document the condition of the goods and the packaging with photos immediately before returning them (e.g. photos of the item, the packaging and the parcel ready for dispatch). In the event of any dispute about the condition of the goods on arrival, such photos serve as evidence in your favour.

PART 3: Information on defective or incorrectly delivered items (warranty)

(The following information describes the recommended procedure under the statutory liability for defects. Your further statutory rights, in particular to subsequent performance, rescission, price reduction and damages pursuant to §§ 437 ff. BGB, remain unaffected.)

3.1 Notification of defects

If an item has been delivered defective, damaged or incorrectly, the statutory liability for defects applies. In this case, we ask you not to send the goods back to us unprompted, but to contact our customer service first.

3.2 Contacting us and required documents

Please contact our customer service immediately, ideally within 7 days of discovering the defect, at support@novendo.shop. Please include the following in your message:

– your order number;

– a brief description of the defect;

– meaningful photos (from several angles) and/or a short video clearly showing the defect.

Reporting promptly enables us to find a quick and straightforward solution for you.

3.3 Subsequent performance

Our team will review your request and offer you a solution under the statutory subsequent performance pursuant to § 439 BGB. To resolve your request quickly and easily, we generally offer you a free replacement delivery if you wish. As a rule, the defective goods do not need to be returned for this.

3.4 Further rights

If subsequent performance fails, is refused or is unreasonable for you, you are entitled to the further statutory rights under § 437 BGB (in particular rescission of the contract, reduction of the purchase price or damages).

PART 4: Voluntary 60-day money-back guarantee

(This voluntary guarantee supplements your statutory right of withdrawal (Part 1) and takes effect after it. It leaves your statutory rights under Part 1 and Part 3 completely unaffected.)

4.1 Scope and period

In addition to the statutory right of withdrawal, we offer you a voluntary 60-day money-back guarantee. The period for this guarantee is 60 days from the date of purchase. This guarantee applies additionally from the 15th day after receipt of the goods, i.e. following the statutory right of withdrawal.

A prerequisite is that your order has physically reached you. Cancellations while the order is in normal transit are not covered.

Items that are expressly marked as not eligible for the guarantee in the respective product description are excluded from this voluntary guarantee.

4.2 Strict requirements for the condition of the goods

Strict rules apply to returns under this voluntary 60-day guarantee: it applies exclusively to unused goods in their unopened and undamaged original packaging. As soon as 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 voluntary guarantee is completely excluded. This applies regardless of the type of item.

4.3 Initiating a return

To arrange a return under this guarantee, contact us in advance by email at support@novendo.shop with your order number and the reason for the return. Please do not send the goods back to us without contacting us first.

Returns must be sent to our returns centre:

Novendo, Skivebakken 14, 5018 Bergen, Norway

4.4 Return costs and proof of shipping

Under this guarantee, too, you as the buyer bear the direct costs of the return. Without a valid proof of postage and a tracking number, we cannot issue a refund. Here too, please observe the requirements for a correct customs declaration (see Part 2).

4.5 Inspection and refund process

As soon as we have received your items at our returns centre, we will strictly inspect the goods for unopened original packaging and perfect condition. The inspection and processing time is up to 14 working days from receipt.

If the goods meet the return conditions, we will process your refund. Under this voluntary guarantee from day 15 after receipt of the goods, we refund only the purchase price of the returned items. The original outbound shipping costs (standard shipping) are not refunded in a guarantee case. The refund is made via your original payment method.

If the goods do not meet the return conditions (e.g. opened or damaged packaging), we will contact you by email within 14 working days of receipt. In this case, you have 30 days from our notification to arrange, at your own expense, for the non-qualifying goods to be sent back to you. If this 30-day period expires without a response, we are entitled to dispose of the goods freely.

4.6 Set-off

Under this voluntary guarantee, the buyer may only set off against our claims if their counterclaims have been finally established by a court, are undisputed or have been acknowledged by us.

PART 5: Dispute resolution

Consumer dispute resolution (§ 36 VSBG)

We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.