Refund policy

We want our customers to get the best products. If you change your mind about your purchase, or you are not happy with it, you can return it within 14 days of receipt, under the conditions described below.

1. Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, take possession of the goods. If your order is delivered in several parcels, the period starts on the day you receive the last parcel.

To exercise your right of withdrawal, please send us a clear statement of your decision by email to info@novel-n.com, including your order number. You can use the model withdrawal form at the end of this policy, but it is not required.

To meet the withdrawal deadline, it is sufficient for you to send your statement before the 14-day period has expired. We will confirm receipt of your withdrawal by email.

2. Opened products

For health protection and hygiene reasons, the right of withdrawal does not apply to sealed products that have been unsealed after delivery. Our products are supplied with a protective seal. If the seal has been opened, the product cannot be returned under the right of withdrawal.

This does not affect your rights if the product is damaged, faulty or not what you ordered (see section 5).

3. Your refund

If you withdraw from this contract, we will refund all payments received from you, including the costs of delivery (except for any extra costs if you chose a type of delivery other than the least expensive standard delivery offered by us).

We will make the refund without undue delay, and no later than 14 days after the day we receive your withdrawal statement.

We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is earlier.

We will make the refund using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not pay any fees as a result of the refund.

You are only liable for any loss in value of the goods resulting from handling them in a way that goes beyond what is necessary to establish their nature, characteristics and functioning. In this case, we may reduce the refund by the amount of this loss in value.

4. Returning the goods

Please send back the goods without undue delay and in any event no later than 14 days from the day on which you tell us about your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired.

Please send the goods back to our warehouse:
Novel Nutraceuticals Sp. z o.o.
Oświęcimska 54
41-400 Mysłowice
Poland

You will have to bear the direct cost of returning the goods.

The original packaging is not required, but please use suitable packaging to protect the goods against damage during transport.

5. Damaged, faulty or incorrect goods

Please examine the goods on arrival. If an item is delivered damaged, faulty or is not what you ordered, please contact us at info@novel-n.com with your order number and, if possible, a photo. We will replace the item with the same product (subject to stock availability) or refund the full purchase price, including delivery costs.

In most cases, a photo is enough, and you do not need to send the item back. If we ask you to return the item, please pack it safely and send it to our warehouse address above. In this case, we will cover the return shipping costs.

If the goods are delivered with obvious damage caused during delivery, please also report it to the carrier and notify us by email without delay. Failure to do so does not in any way affect your legal rights, but it helps us make our own claim against the carrier.

We are responsible for any lack of conformity of the goods with the contract that becomes apparent within 2 years of delivery. We will respond to your complaint within 14 days of receiving it.

If we find that the damage occurred after delivery and was caused by you, we may refuse the complaint. This does not affect your statutory rights as a consumer.

6. Contact

Novel Nutraceuticals Sp. z o.o.
ul. Wiertnicza 115, 02-952 Warszawa, Poland
Email: info@novel-n.com
Phone: +48 530 056 957

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Novel Nutraceuticals Sp. z o.o., ul. Wiertnicza 115, 02-952 Warszawa, Poland, info@novel-n.com

I hereby give notice that I withdraw from my contract of sale of the following goods: ……
Ordered on: …… / Received on: ……
Order number: ……
Name of consumer(s): ……
Address of consumer(s): ……
Signature of consumer(s) (only if this form is sent on paper): ……
Date: ……