Cancellation Policy & Returns

Last updated: 3 July 2026

Page title: Cancellation Policy & Returns · Shopify slug: refund-policy

Your Right to Withdraw

You have the right, as a consumer, to withdraw from this agreement within fourteen days without being asked to provide any reason.

The withdrawal window opens on the day on which you — or a third party of your choice other than the carrier — take physical receipt of the goods, and closes fourteen days later.

To make use of this right, you must inform us by way of a clear declaration — whether by email or letter — addressed to:

NOVIRA
Email: contact@novira.com
Website: novira.com

Your declaration must leave no doubt as to your intention to withdraw from the contract. You may, if you wish, use the model form below — though this is entirely optional.

Providing your notice of withdrawal is sent before the fourteen-day period has expired, the deadline will be considered met.

Consequences of Withdrawal

Upon a valid exercise of the right of withdrawal, we will refund all payments received from you — including standard delivery charges (but not any supplementary costs arising from your choice of a non-standard delivery option) — without delay and at the very latest within fourteen days of receiving your withdrawal notice.

As a rule, repayment will be made using the same payment channel as the original transaction, unless a different arrangement has been expressly agreed. You will not be charged any fee as a consequence of the reimbursement.

We may hold back the refund until we have received the returned goods or until you furnish proof of having sent them — whichever comes first.

The goods must be returned without undue delay and, at the latest, within fourteen days of notifying us of your withdrawal. Handing them to a carrier before that deadline is sufficient.

You are responsible for bearing the direct cost of returning the goods.

Liability for any reduction in value is limited to that caused by handling which goes beyond what is necessary to assess the nature, features and condition of the goods.

Exclusions from the Right of Withdrawal

The right of withdrawal does not extend to contracts for the supply of:

• Goods that are not prefabricated and that are produced on the basis of the consumer's individual specification or choice, or which are clearly personalised to their particular requirements;
• Goods that are liable to spoil or expire within a short period;
• Sealed goods that cannot be returned for health protection or hygiene reasons once their seal has been broken following delivery;
• Goods which, by their nature, become irreversibly combined with other items after delivery;
• Sealed audio or video recordings or sealed computer software where the seal has been removed after delivery.

Model Withdrawal Form

If you wish to withdraw from the contract, you may fill in and return the following:

To NOVIRA
Email: contact@novira.com

I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the goods listed below (*) / for the provision of the following service (*):

Ordered on (*) / received on (*): ___________________
Name of consumer(s): ________________________
Address of consumer(s): ____________________
Signature of consumer(s) (only where this form is submitted on paper): _______________
Date: __________________

(*) Delete as applicable.

How to Return an Item — Step by Step

1. Send an email to contact@novira.com including your order number and the reason for the return.
2. We will confirm receipt of your request and provide our return address.
3. Wrap the item carefully — using the original packaging where this is still available.
4. Post the parcel back to us within fourteen days of your withdrawal notice.
5. Once the goods have been received and checked, we will issue a refund of the purchase amount within fourteen days.

Refunds

Reimbursement will be made via the same payment method used for your original order. Depending on your bank or payment provider, please allow between five and ten working days for the amount to appear in your account.

Faulty or Damaged Items

Should your goods arrive in a damaged or defective state, please contact us at contact@novira.com within seven days of receipt, attaching clear photographs of the defect along with your order number. In all such cases we will cover the return postage and offer you either a full replacement or a complete refund — whichever suits you best.