RETURNS & CANCELLATIONS

Please note that we do not offer free returns. Return shipping costs are the responsibility of the customer.

Returns

Can I return my order?

Yes, this is possible.

If you are not satisfied with the items you have ordered, you may return them within 30 days of receiving your order.

To be eligible for a return, the following conditions must be met:

1. The item must include all original parts, components, and packaging and must be returned in the same condition as received.

2. The product must show normal handling only. Damage caused by improper use or careless handling will not be accepted.

3. Products where hygiene is important must be properly cleaned before being returned.

4. If the product arrived damaged or defective, this must be reported immediately upon receipt.

5. Return shipping costs are the responsibility of the customer.

6. Once received, returns will be reviewed within 7 business days. If the conditions are met, the return will be processed accordingly.

We reserve the right to refuse returned items if we suspect that the item has been used or damaged through no fault of our own.

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How to Return Your Order

If your order meets the conditions above, please follow these steps to start the return process.

Send an email to:
info@novae-atelier.com

Your email must include the following information:

• Order number

• Reason for the return request

• Photo of the product (in case of damage or defect)

• Customer first and last name

• Customer address

Once we receive your request, we will provide you with the correct return address and instructions.

Please do not send returns to the sender's address. The correct return address will be provided after your return request has been approved.

Customers are responsible for the cost of return shipping.

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Order Cancellation

Consumers have the right to cancel an order under the following conditions.

Cancellation Period

Orders may be cancelled within 14 days after receiving the product, provided the items have not been used and meet the return conditions described above.

Because we use an automated order processing system, orders are processed immediately after being placed. For this reason, orders cannot be cancelled once they have been shipped.

If your order has already been dispatched, please wait until it has been delivered and then contact us to arrange a return.

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Refund Process

Once we have received and inspected the returned goods, we will process your refund.

Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

Refunds are processed within 14 days after the returned goods have been received and approved.

Please note that original delivery costs are non-refundable.

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Return Shipping

All approved returns must be sent to our central warehouse in Asia.

Return shipping costs are the responsibility of the customer.