Return policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS, CHARGES APPLY.
Returns
Is it possible to return my order?
Yes, this is possible
If you are not satisfied with the items you have ordered, you have the option of returning them within 14 days of receipt.
In this case, the order must fulfill the following conditions:
1. the order still contains all the relevant parts, components and the packaging has arrived exactly as the product.
2. normal handling of the product is evident, breakage due to careless handling is excluded.
3. products for which hygiene is important have been thoroughly cleaned before being returned.
4. the product was found to be defective immediately upon receipt.
5. we are entitled to charge the customer for the shipping costs.
6. a return shipment is processed within 7 working days and, if the requirements are met, the return shipment is officially confirmed within this period.
*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order? If your order meets the above conditions, you will need to do the following to initiate the returns process.
Send an e-mail to: info@novanora-toronto.com
Make sure that the e-mail contains the following information:
Order number
Reason for the return request
Photo of the product in case of breakage
First name + last name of the customer
Address of the customer
We will then speak to you and inform you of the return address. Never send the return to the sender, we will provide you with the correct address after you have asked us to do so. You, the customer, are responsible for the shipping costs of returning the product.
STORNOBAU
The consumer is entitled to a right of withdrawal in accordance with the following provision if the consumer is a natural person who concludes a legal transaction for purposes that can predominantly be attributed neither to his commercial nor his professional activity:
A. TERMS OF WITHDRAWAL The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, received or accepted the last goods.
As we work with a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund upon receipt of the goods is not possible.
To exercise the right of withdrawal, you must inform us Novanora of your decision to withdraw from this contract by an unequivocal statement (e.g. e-mail). The revocation is completed when we have received the goods. The costs of returning the goods shall be borne by the buyer.
Protocol for shipments in transit
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, a withdrawal is not possible. Please wait until you have received the goods and then send them back to us. Of course you can inform us in advance of your withdrawal.
In order to guarantee the fastest possible return shipment, we ask you to send us a shipping confirmation.
Consequences of cancelation
If you withdraw from this contract, we shall reimburse to you all payments received from you, with the exception of 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 and about your receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this repayment.
** All returns are sent to our central warehouse in asia at the customer's expense
