Terms of service
1. General information
These Terms of Service apply to purchases made at novel-n.com (the "Website"). The Website is operated by:
Novel Nutraceuticals Sp. z o.o.
ul. Wiertnicza 115, 02-952 Warszawa, Poland
NIP / VAT number: PL9512577090
KRS: 0001056063
Email: info@novel-n.com
Phone: +48 530 056 957
Throughout these Terms, "we", "us" and "our" refer to Novel Nutraceuticals Sp. z o.o. "You" means the user of the Website or the customer.
Please read these Terms carefully before placing an order. By placing an order, you confirm that you have read and accept these Terms. These Terms do not affect your statutory rights as a consumer.
2. Who can buy
Orders can only be placed by persons aged 18 or over. The Website is intended for consumers buying for personal use.
3. Products
Our products are food supplements. Food supplements are not a substitute for a varied and balanced diet and a healthy lifestyle. Please read the product label before use and do not exceed the recommended daily dose.
Our products are made with natural ingredients, so small differences in colour, smell or taste between batches are normal and do not affect product quality. This does not affect your rights if a product does not conform to the contract.
We do our best to keep product information and stock availability on the Website accurate and up to date. Product images are for illustration purposes, and the colours on your screen may differ slightly from the actual product.
4. How the contract is concluded
The presentation of products on the Website is an invitation to place an order. You can add products to your cart and change or remove them at any time before you place your order. Before you confirm your order, you can check and correct all entered data.
By clicking the final order button at checkout, you place a binding order. The contract is concluded when you receive our order confirmation by email. The order confirmation contains the details of your order and a link to these Terms.
If, after your order, a product is not available, we will inform you by email without delay and refund any payment for the unavailable product without undue delay.
Contracts are concluded in English.
5. Prices and payment
All prices include VAT. For orders to Poland, prices are shown in Polish złoty (PLN). For orders to other countries, prices are shown in euro (EUR) or in your local currency. Shipping costs are shown separately at checkout before you pay. The price that applies is the price shown at the time you place your order.
The available payment methods are shown at checkout. Payments are processed securely by our payment providers. Your payment is charged when you place your order.
The goods remain our property until full payment has been received.
6. Delivery
We deliver to Poland, other countries of the European Union listed in our Shipping Policy and Switzerland. Shipping costs, dispatch times and estimated delivery times are described in our Shipping Policy.
Please provide a correct delivery address and phone number. The courier may contact you to arrange delivery.
If we do not deliver your order within 30 days of the contract being concluded, unless we have agreed a different delivery time with you, you may ask us to deliver within an additional appropriate period. If we do not deliver within this additional period, you may withdraw from the contract.
Deliveries may be delayed by events outside our reasonable control, such as natural disasters, extreme weather, strikes or epidemics. In this case, we will inform you and deliver as soon as possible. Your statutory rights are not affected.
Orders to Switzerland may be subject to import VAT, customs duties and clearance fees, which are paid by the customer.
7. Right of withdrawal
As a consumer, you have the right to withdraw from the contract within 14 days of receiving your order without giving any reason. For health protection and hygiene reasons, this right does not apply to sealed products that have been unsealed after delivery. Full details, including the model withdrawal form, are available in our Refund Policy.
8. Complaints about products
We are responsible for any lack of conformity of the goods with the contract that becomes apparent within 2 years of delivery. If a product is damaged, faulty or not what you ordered, please contact us at info@novel-n.com with your order number and, if possible, a photo. We will respond to your complaint within 14 days of receiving it. Full details are available in our Refund Policy.
9. Use of the Website
To use the Website and place an order, you need a device with internet access, an up-to-date web browser with JavaScript and cookies enabled, and an active email address.
You must not use the Website for any unlawful purpose, submit false information, or transmit any unlawful content, viruses, or other harmful code.
We try to keep the Website available at all times, but it may be temporarily unavailable, for example during maintenance or updates.
If you have a complaint about the operation of the Website, please contact us at info@novel-n.com. We will respond within 14 days.
10. Personal data
We process your personal data in accordance with the General Data Protection Regulation (GDPR). Details are available in our Privacy Policy.
11. Intellectual property
All content on the Website, including texts, images, graphics, logos and design, is our property or is used with the permission of the owner. You may not copy, reproduce or use this content for commercial purposes without our written consent.
12. Liability
We are liable in accordance with applicable law. Nothing in these Terms excludes or limits our liability where this is not permitted by law, including our liability for lack of conformity of the goods with the contract and your rights as a consumer.
13. Dispute resolution
If you have a complaint, please contact us first at info@novel-n.com. We will do our best to find a solution.
We are not obliged and do not agree to take part in out-of-court dispute resolution proceedings before a consumer arbitration body. Consumers in Poland can get free help from their local consumer ombudsman (rzecznik konsumentów). Consumers in other EU countries can contact the European Consumer Centre in their country.
14. Changes to these Terms
We may change these Terms, for example due to changes in the law or in our services. Changes will be published on this page. The Terms that apply to your order are the Terms in force at the time you placed your order.
15. Governing law
These Terms are governed by Polish law. If you are a consumer living in another EU country, this choice of law does not deprive you of the protection given to you by the mandatory provisions of the law of your country of residence.
16. Contact
If you have any questions about these Terms, please contact us:
Email: info@novel-n.com
Phone: +48 530 056 957
Monday to Friday, 9:00–17:00 CET/CEST