Returns and Refunds Policy
This Returns and Refunds Policy applies to all purchases made on the website of NOVALUX EUROPE SLU (hereinafter, "NOVALUX").
As we operate strictly in a B2B environment (sales to professionals and businesses), our policies differ from those applicable to end consumers. Please read the following terms and conditions carefully before placing your order.
1. EXCLUSION OF THE RIGHT OF WITHDRAWAL
Since it is a commercial transaction between companies, The right of withdrawal and returns are not accepted for changes of mind, errors in customer sales forecasting, or unsold merchandise.. All sales are final.
Claims will only be accepted and replacements or refunds processed in the cases detailed in section 2 of this policy.
2. ACCEPTED REASONS FOR COMPLAINT
Replacement or refund requests will only be processed under the following circumstances:
A. Damage during transport: The order arrives with broken cans, crushed boxes that have damaged the product inside, or spilled liquids.
B. Preparation errors: You have received an incorrect product that does not match your invoice, or items are missing from your order.
C. Manufacturing defects: The product has a demonstrable manufacturing defect (for example, the perfume vaporizer is sealed and does not work).
3. COMPLAINT PROCEDURE AND DEADLINES
Since we sell fragile and liquid products, our claims policy requires conclusive evidence in order to transfer responsibility to the logistics company (Seur, GLS, DHL or Transwhite).
Step 1: Verification at the time of delivery The customer should inspect the boxes upon receipt. If there is any moisture, dents, or the sound of breaking glass, you must record it on the carrier's device before signing. Once the delivery is signed as "accepted", NOVALUX is exempt from liability for damages, unless they are demonstrable hidden damages.
Step 2: Recording the Opening (Unboxing) Video To claim for any hidden damage (broken cans inside, spills, or missing items), It is strictly mandatory to record a continuous, uninterrupted video while opening the box.
The video must show the box completely closed on all sides before opening it.
The shipping label from the transport company must be clearly visible.
It must show the exact moment when the seals are cut and the damaged products are removed or when the lack of them becomes evident.
Step 3: Notification within 24 hours It has a maximum and non-extendable period of 24 hours from receipt of the order to send your complaint to info@novaluxeurope.com indicating your order number and attaching the video file (or a link for downloading/viewing it, for example, via WeTransfer or Google Drive).
(Note: Do not discard damaged products or boxes, as the transport agency may require their collection for inspection)
4. RESOLUTION: REPLACEMENTS AND REFUNDS
Once the claim is received with the corresponding evidence, the NOVALUX quality department will evaluate the case within 2 to 4 business days.
If the claim is approved, NOVALUX will offer, at its sole discretion, one of the following solutions:
Product replacement: The same item will be sent in perfect condition at no additional shipping cost to the customer in the next order or separately.
Account deposit (Credit): A coupon or credit balance will be generated for the customer to be automatically deducted from their next purchase.
Financial refund: A refund will be issued for the proportional value of the damaged or missing merchandise.
Refund Process: In the event of a financial refund, it will be issued always to the original payment method used during the purchase (Bank Transfer or card via Woo Payments). Refunds may take between 5 and 10 business days to be reflected in your bank account, depending on the processing times of your financial institution and the payment gateway.
5. EXCEPTIONS AND DENIAL OF REFUNDS
Any claim, replacement, or refund will be automatically denied under the following circumstances:
Claims for breakage or missing products where the uninterrupted video of the box opening (unboxing) is not provided required in Step 2. Photographs of already opened boxes or products outside their packaging have no evidentiary value.
Claims submitted outside the 24-hour period following delivery.
Absence of notation of visible damage on the carrier's delivery note at the time of delivery.
Damage caused by negligent storage by the customer or improper handling after correct delivery.