Return policy
Return and Refund Policy
Items must be returned within 30 days of receipt. The items must be unused, undamaged, and in their original packaging. They must also be in a condition that allows us to resell them. Returns must be reported in writing to info@novaluxo.com, and you should send the proof of shipment to the same email address. Without a traceable Track & Trace, we cannot issue a refund. As the sender, you are responsible, and we want to avoid misunderstandings. If there are any issues with the return shipment and the goods are not delivered, we reserve the right to withhold the refund. Please ensure the items are in good condition and meet all requirements before returning them. Otherwise, we reserve the right to deny the refund.
Note: All return costs are borne by the buyer, and returns must be sent to our manufacturer. Please refer to the provided return form for the return address.
The following items are excluded from returns:
- Items ordered for business projects
- Customized items
- Personal items
- Items that cannot be returned due to their nature
- Products like underwear, lingerie, stockings, and personal care products are excluded from returns for hygiene reasons
- Items returned after 30 days
Order Cancellation
After receiving your order, you have 30 days to return the product. Unfortunately, it is not possible to cancel your order once it has been confirmed.
Can I hand over the return to the parcel service?
No, this is not possible. Please follow the steps above to register your return. If you hand it over to the parcel service, we cannot process the return.
Return Process in 6 Steps:
- Contact our customer service at info@novaluxo.com to register a return. Provide your contact details, order number, and if applicable, photos of defects or damage (these fall under warranty and may not need to be returned).
- Fill out our return form, which you will receive from our support department.
- Create a shipping label with the address provided in the return form.
- Send the items along with the return form to the return address.
- Send proof of shipment, including Track & Trace, as a reply to the email in which you registered your return.
- We will wait until the Track & Trace status shows "delivered." You will then receive your refund within 5 business days.
Warranty
Shipping Warranty
If you purchase our shipping insurance, we emphasize that we are not responsible for damage caused by the local delivery service in Ireland, including packaging damage and delivery delays. At Nova Luxo, we aim for a delivery time of 5-13 business days. Please note that shipping insurance coverage expires once the tracking number indicates that the product has been delivered.
For lost or stolen goods, verifiable proof is required to receive a refund. For example, the tracking number or delivery service must verify this. We rely on the accuracy of tracking number data but cannot be held liable for inaccuracies in this information.
Rejection of Packages
It is crucial for customers to understand the responsibility that comes with accepting orders and picking up products. If a customer chooses not to accept a delivery, we are not responsible for the costs incurred and will not refund these costs.
Non-Pickup of Packages
If a customer fails to pick up a product or is absent during several delivery attempts, we are also not responsible for returns and will not refund the purchase price. It is the customer’s responsibility to ensure they are available during the specified delivery times or to take timely steps to pick up their order if necessary.
We encourage our customers to pay attention to delivery dates and follow all delivery notifications closely. Taking an active role in accepting orders can help avoid inconveniences and misunderstandings.