Refund policy
Last updated: August 20, 2026
At Noruvia, we want you to be satisfied with your purchase. If, for any reason, you are not satisfied with a product, you may request a return in accordance with the conditions set out in this policy.
This policy applies to purchases made through our online store, regardless of the country from which the order is placed.
Important: this policy does not limit, exclude, or replace any rights you may have as a consumer under the mandatory laws applicable in your country. Where applicable law provides for return, withdrawal, warranty, repair, replacement, price reduction, or refund rights that are greater than those provided for in this policy, those legal rights shall prevail.
1. Voluntary Returns
We offer a commercial period of 15 calendar days from the date you receive your order to request a return due to a change of mind or for any other reason unrelated to a defect or lack of conformity of the product.
To request a return, you must contact us within this period at:
Email: novuriastore@gmail.com
In your return request, we recommend providing:
- Order number.
- Name used to make the purchase.
- Product or products you wish to return.
- Reason for the return, if you wish to provide one.
The return request must be made before the applicable period expires.
2. Condition of Returned Products
For voluntary returns, the product must be kept in a condition that reasonably allows its nature, characteristics, and functioning to be checked.
You may examine the product in a similar manner to how you could examine it in a physical store. However, if you handle or use it in a way that goes beyond what is necessary to check its nature, characteristics, or functioning, we may apply the consequences legally permitted by the applicable legislation.
Whenever possible, products should be returned with their labels, accessories, and original packaging.
The absence or deterioration of the original packaging shall not, by itself, automatically result in the loss of the consumer's legal rights where applicable law does not permit such a condition.
3. How to Request a Return
Before sending any product, you must contact us at:
novuriastore@gmail.com
Do not send any product to a return address without first receiving our instructions.
Once your request has been received and reviewed, we will inform you whether the return has been authorized and provide you with the applicable instructions, including the relevant return address.
Return address: the customer will be provided with the return address once the return request has been approved.
Products sent without having previously requested a return may experience delays in processing.
4. Return Costs
For voluntary returns due to a change of mind, the direct costs of returning the product shall be borne by the customer, unless we expressly state otherwise or applicable law requires us to bear them.
When the return is due to a defective, damaged, incorrect product, or a product that does not conform to the contract, the costs and remedies shall be handled in accordance with the consumer's applicable legal rights.
Where applicable law requires that a repair, replacement, or return due to lack of conformity be carried out at no cost to the consumer, such costs will not be charged.
5. Defective, Damaged, or Incorrect Products
We recommend that you inspect your order when you receive it.
If you receive a defective product, a product damaged during transportation, a product different from the one you ordered, or a product that does not correspond to the description or advertised characteristics, please contact us as soon as possible at:
novuriastore@gmail.com
We may request photographs, videos, or other information that allows us to verify the issue and provide you with the appropriate solution.
These situations will not be considered simply a voluntary return due to a change of mind and will be subject to the applicable legal warranty and conformity rights under the applicable legislation.
6. Legal Right of Withdrawal in the European Union
Where the order is subject to European Union consumer protection legislation, the consumer has, except for legally established exceptions, a legal right of withdrawal of 14 calendar days, without having to provide any reason.
In the case of products, the period generally begins on the day on which the consumer or a person indicated by the consumer, other than the carrier, acquires physical possession of the product.
This legal right is independent of our commercial 15-day return period.
Therefore, where applicable, the consumer may exercise their legal right of withdrawal within the period established by applicable law.
To exercise this right, you may clearly communicate your decision to withdraw from the contract to us at:
novuriastore@gmail.com
You will not be required to provide a reason for the withdrawal.
The product must be returned within the applicable legal period, and the consumer shall only be liable for any decrease in value resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the product, under the terms established by applicable law.
7. Refunds
Once we receive the returned product, we may check its condition before completing the refund process, where permitted by applicable law.
Refunds will generally be made using the same payment method used for the purchase, unless another method permitted by applicable law is expressly agreed upon.
Where the European Union withdrawal regime applies, the refund will be made without undue delay and, in principle, within 14 calendar days from the date we have been informed of the decision to withdraw.
However, in cases permitted by applicable law, we may delay the refund until we have received the products or until the consumer provides proof that they have been sent, whichever condition is met first.
The refund will include, where legally applicable, the costs of the least expensive standard delivery method offered at the time of purchase. We will not be required to refund any additional cost resulting from the customer choosing a more expensive delivery method than the least expensive standard delivery method, where applicable law permits this.
The time required for the bank, payment service provider, or card issuer to reflect the refund may vary and is outside our control.
8. Products Excluded from the Right of Return or Withdrawal
Certain products may be excluded from the legal right of withdrawal under applicable law.
Among other cases provided for under certain legislation, exceptions may exist for:
- Products made to the consumer's specifications or clearly personalized products.
- Products that may deteriorate or expire rapidly.
- Sealed products that are not suitable for return for reasons of health protection or hygiene after being unsealed, where applicable law provides for this exception.
- Certain digital products or content where performance has begun in accordance with the applicable legal requirements.
- Certain goods or services for which applicable law expressly provides an exception.
Exceptions will apply only where they are permitted by the legislation applicable to the relevant order.
9. Sale Products
Products purchased at a discount, as part of a promotion, or on sale do not lose the legal rights to which the consumer is entitled for that reason.
Where applicable law permits an additional voluntary return offered by our store, we may establish specific conditions for such commercial return.
10. Exchanges
We do not necessarily offer direct product exchanges.
If you would like a different product, size, color, or model, we may recommend that you return the original product and place a new order.
This does not affect your legal rights when you receive a defective, incorrect, or non-conforming product.
11. International Orders and Applicable Law
We ship to different countries and regions.
Return, withdrawal, warranty, refund, and consumer protection conditions may vary depending on the consumer's country of residence and the legislation applicable to the contract.
This policy is intended to establish general commercial conditions for our international customers, but is not intended to exclude any mandatory rights to which the consumer is entitled under applicable law.
If any provision of this policy is incompatible with a mandatory rule applicable to the consumer, such rule shall prevail, and the affected provision shall be interpreted or modified only to the extent necessary to comply with such legislation.
12. Legal Rights
Nothing in this policy limits the legal rights to which the consumer is entitled under applicable laws.
In particular, where European Union regulations apply, withdrawal rights and legal conformity warranties remain in force independently of any additional commercial policy that we may offer.
13. Contact
For any questions relating to returns, refunds, defective products, or the exercise of legal rights, you may contact Noruvia at:
Email: novuriastore@gmail.com
We will respond to your request and provide you with the necessary steps to manage your case.