Refund policy

Return and Refund Policy

1. General Return Policy

At Novelier, we want you to be completely satisfied with your purchase. If you are not, you may request a return within 30 days of receiving your order. To be eligible for a return, the item must be:

  • In the same condition as received (unused, unworn, with original tags and packaging)
  • Accompanied by the receipt or proof of purchase

2. How to Initiate a Return

To start a return, please follow these steps:

  • Contact Us: Email us at info@novelt-solutions.de with your order details and reason for return.
  • Return Authorization: Once approved, you will receive a return shipping label and detailed instructions.
  • Return Shipping: Important: Do not send back your item without receiving the return authorization. Items returned without authorization cannot be processed.

3. Return Address for Refunds

For orders that require a physical return, please send your item to our refund address:

NoveLT Solutions GbR
Bülbül & Weinert
Gladbacherstraße, 43
40219 Düsseldorf

4. Damages and Issues

Upon receipt of your order, please inspect your items immediately. If you find any defects, damage, or if you receive the wrong item, contact us right away at info@novelt-solutions.de with details and photos (if possible). We will work with you to resolve the issue promptly.

5. Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods: (e.g., food, flowers, plants)
  • Custom or personalized products: (e.g., special orders or items with personalization)
  • Personal care items: (e.g., beauty products)
  • Hazardous materials: (e.g., flammable liquids, gases)
  • Sale items and gift cards: These are final sale and are not eligible for return.

If you have questions regarding a specific item’s eligibility, please contact us before placing your order.

6. Exchanges

If you would like to exchange an item:

  • Process: Please return the original item following the steps above and place a new order for the desired item once your return is accepted.
  • Note: Exchanges are subject to product availability.

7. European Union – 14-Day Cooling-Off Period

For shipments to the European Union, you have a statutory right to cancel your order within 14 days of receipt without providing any reason. The return conditions remain the same (unused, in original packaging, with proof of purchase).

8. Refunds

Once your return is received and inspected, we will notify you by email regarding the status of your refund.

  • Processing Time: If your refund is approved, it will be automatically credited to your original payment method within 10 business days.
  • Bank Processing: Please note that it may take additional time for your bank or credit card company to post the refund.
  • Follow-Up: If more than 15 business days have passed since the refund was approved, please contact us at info@novelt-solutions.de.