Return & Refund Policy
We have a 30-day return and exchange policy. This means you may request a return or exchange within 30 days after receiving your item, subject to the conditions below.
This policy applies to orders shipped to customers in France. Nothing in this policy affects your statutory consumer rights under applicable French and European Union consumer protection laws.
14-Day Right of Withdrawal for France and the European Union
If your order is shipped to France or another European Union country, you have the legal right to withdraw from your purchase within 14 days after receiving your item, without giving any reason.
To exercise your right of withdrawal, please contact us at support@novorikx.com within 14 days after receiving your item and clearly state that you wish to cancel or return your order.
After notifying us of your withdrawal request, you must return the item in accordance with the return instructions provided by our customer service team.
To be eligible for a return, exchange, or withdrawal, your item must be returned in the same condition that you received it: unused, with all original accessories, manuals, tags, protective materials, and in its original packaging whenever possible. You’ll also need the receipt or proof of purchase.
You may inspect the item as you would in a physical store. However, you may be responsible for any decrease in the value of the item if it has been handled beyond what is necessary to check its nature, characteristics, and proper functioning.
How to Start a Return, Exchange, or Withdrawal
To start a return, exchange, or withdrawal request, please contact us at:
Please include the following information in your request:
Your order number
The name or email address used to place the order
The item you would like to return or exchange
Whether you are requesting a return, exchange, or withdrawal
The reason for the return or exchange, if applicable
Photos or videos if the item is damaged, defective, or incorrect
If your request is accepted, we’ll provide detailed return instructions, including how and where to send your package. Items sent back to us without first requesting a return, exchange, or withdrawal may not be accepted.
You can always contact us for any return, exchange, or withdrawal questions at support@novorikx.com.
Return Packaging Requirements
Returned items must be securely packed to prevent damage during transit. Please return the item in its original packaging whenever possible, including all accessories, manuals, tags, protective materials, and any other items included in the original package.
Please make sure your return package includes your order number, the name or email address used to place the order, and the reason for return, if applicable, so we can identify and process your return quickly.
Return Shipping Fee
If the return is caused by the consumer, including returns made under the 14-day right of withdrawal or returns due to a change of mind, the consumer is responsible for the return shipping fee. The specific fee will depend on the carrier or express company you choose.
If the return is due to our reasons, such as the item received being damaged, defective, or incorrect, the consumer will not be required to bear the return shipping fee for this reason.
Damages, Defects, and Incorrect Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
If the issue is confirmed to be caused by us, such as the item being damaged, defective, or incorrect, we will provide an appropriate solution, which may include replacement, repair, refund, or return instructions. In this case, the consumer will not be required to bear the return shipping fee.
Legal Guarantee of Conformity
For customers in France, products are covered by the legal guarantee of conformity under applicable French consumer law. This legal guarantee may apply for up to 2 years from the delivery of the goods.
If the product does not conform to the contract, you may be entitled to a repair, replacement, price reduction, or refund in accordance with applicable law.
This legal guarantee applies independently of any commercial return, exchange, or warranty policy we may offer.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns on gift cards.
For sale items, promotional items, or clearance items, please contact us at support@novorikx.com to confirm whether the item is eligible for return or exchange. This does not affect your statutory rights where applicable.
Exchanges
You may request an exchange within 30 days after receiving your item.
The fastest way to ensure you get what you want is to return the item you have. Once the return or exchange request is accepted, you can make a separate purchase for the new item, or follow the exchange instructions provided by our customer service team.
Order Cancellation
- Number of Days for Order Cancellation
Consumers may request to cancel the order within 3 days, inclusive, after placing the order.
- Order Processing Timeliness
Our company will process the order, including inventory confirmation and shipment arrangement, within 48 hours after the order is placed.
Once the order status is updated to “Shipped,” online cancellation may no longer be supported.
- Conditions for Order Cancellation
If the consumer initiates the cancellation request before the actual shipment time and within the cancellation period specified above, the order shall be canceled and a full refund shall be issued as requested by the consumer, regardless of the order status, such as pending processing or confirmed.
If the order has already been shipped before the cancellation request is processed, the order cannot be canceled through the normal cancellation process. In this case, the consumer may request a return, exchange, or exercise the 14-day right of withdrawal after receiving the item, in accordance with this policy and applicable law.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
For returns made under our 30-day commercial return policy, refunds will be processed within 10 business days after the return is approved. Please remember it may take some time for your bank, credit card company, or payment provider to process and post the refund to your account.
For returns made under the 14-day legal right of withdrawal, we will issue the refund within 14 days after receiving your withdrawal request. However, we may withhold the refund until we have received the returned goods or until you provide proof that you have sent the goods back, whichever occurs first.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@novorikx.com.
Return and Exchange Address
Please contact us at support@novorikx.com before sending any item back.
Once your return, exchange, or withdrawal request is approved, our customer service team will provide detailed return instructions. Unless otherwise instructed by our customer service team, approved returns may be sent to the following return address:
France
Items returned without prior authorization, or sent to an incorrect address, may not be accepted.