Refund policy

Return and Refund Policy

Last updated: October 23, 2026

At Novira, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review our return and refund policy below.

1. Return Period

You may request a return within 14 days of receiving your order, subject to the conditions outlined in this policy.

For customers in countries where consumer protection laws provide a longer or different return period, those mandatory legal rights will apply.

2. Return Eligibility

To be eligible for a return, items must generally:

Be unused and in their original condition.
Be returned with their original packaging, where reasonably possible.
Include proof of purchase or an order confirmation.

Certain products may not be eligible for return for hygiene, safety, personalization, or other legally recognized reasons, where permitted by applicable law.

Items that are damaged, defective, incorrect, or not as described will be handled in accordance with applicable consumer protection laws.

3. How to Request a Return

To request a return, please contact our customer support team using the contact details provided on our website.

Please include:

Your order number.
The item you wish to return.
The reason for the return.
Photographs, if the item arrived damaged, defective, or incorrect.

Please wait for return instructions and authorization before sending any item back. Do not return products directly to a supplier or fulfillment partner unless we have instructed you to do so.

4. Return Shipping Costs

For returns due to a change of mind, the customer is responsible for return shipping costs, unless otherwise stated at the time of purchase or required by applicable law.

If an item arrives damaged, defective, incorrect, or materially different from its description, Novira will provide an appropriate remedy in accordance with applicable law, including covering return shipping costs where required.

Original shipping fees may be non-refundable for change-of-mind returns, except where applicable law requires otherwise.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your payment provider or financial institution.

Where required by law, refunds will be issued within the applicable legal timeframe.

Original shipping charges, customs duties, and import taxes will be refunded where required by applicable law.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible and provide your order number and photographs of the issue.

We will review your request and arrange an appropriate solution, such as a replacement, repair, refund, or other remedy required by applicable law.

You will not be required to waive any statutory consumer rights to receive assistance.

7. Cancellations

If you wish to cancel an order, contact us as soon as possible.

Orders that have not yet been processed or shipped may be eligible for cancellation. Once an order has been processed or shipped, cancellation may no longer be possible, but you may still have return or withdrawal rights under this policy or applicable law.

Nothing in this section limits any mandatory cancellation or withdrawal rights you may have.

8. European Customers

Customers in the European Union and other European jurisdictions may have statutory rights to withdraw from a distance purchase, often within 14 days of receiving the goods, subject to applicable rules and exceptions.

Where applicable, we will honor these rights, including mandatory refund and return-shipping requirements. Certain exceptions may apply, such as for personalized goods or sealed items that cannot be returned for health or hygiene reasons once unsealed, where permitted by law.