{"id":10,"date":"2026-04-15T05:55:25","date_gmt":"2026-04-15T05:55:25","guid":{"rendered":"https:\/\/novaluxeurope.com\/?page_id=10"},"modified":"2026-04-15T23:44:20","modified_gmt":"2026-04-15T23:44:20","slug":"reembolso_devoluciones","status":"publish","type":"page","link":"https:\/\/novaluxeurope.com\/en\/reembolso_devoluciones\/","title":{"rendered":"Pol\u00edtica de devoluciones y reembolsos"},"content":{"rendered":"
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Returns and Refunds Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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This Returns and Refunds Policy applies to all purchases made on the website of NOVALUX EUROPE SLU<\/b> (hereinafter, "NOVALUX").<\/p>

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.<\/p>

1. EXCLUSION OF THE RIGHT OF WITHDRAWAL<\/h4>

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.<\/b>. All sales are final.<\/p>

Claims will only be accepted and replacements or refunds processed in the cases detailed in section 2 of this policy.<\/p>

2. ACCEPTED REASONS FOR COMPLAINT<\/h4>

Replacement or refund requests will only be processed under the following circumstances:<\/p>

  • A. Damage during transport:<\/b> The order arrives with broken cans, crushed boxes that have damaged the product inside, or spilled liquids.<\/p><\/li>

  • B. Preparation errors:<\/b> You have received an incorrect product that does not match your invoice, or items are missing from your order.<\/p><\/li>

  • C. Manufacturing defects:<\/b> The product has a demonstrable manufacturing defect (for example, the perfume vaporizer is sealed and does not work).<\/p><\/li><\/ul>

    3. COMPLAINT PROCEDURE AND DEADLINES<\/h4>

    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).<\/p>

    Step 1: Verification at the time of delivery<\/b> 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<\/b> before signing. Once the delivery is signed as "accepted", NOVALUX is exempt from liability for damages, unless they are demonstrable hidden damages.<\/p>

    Step 2: Recording the Opening (Unboxing) Video<\/b> 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<\/b>.<\/p>

    • The video must show the box completely closed on all sides before opening it.<\/p><\/li>

    • The shipping label from the transport company must be clearly visible.<\/p><\/li>

    • 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.<\/p><\/li><\/ul>

      Step 3: Notification within 24 hours<\/b> It has a maximum and non-extendable period of 24 hours from receipt of the order<\/b> to send your complaint to info@novaluxeurope.com<\/b> indicating your order number and attaching the video file (or a link for downloading\/viewing it, for example, via WeTransfer or Google Drive).<\/p>

      (Note: Do not discard damaged products or boxes, as the transport agency may require their collection for inspection)<\/i><\/p>

      4. RESOLUTION: REPLACEMENTS AND REFUNDS<\/h4>

      Once the claim is received with the corresponding evidence, the NOVALUX quality department will evaluate the case within 2 to 4 business days.<\/p>

      If the claim is approved, NOVALUX will offer, at its sole discretion, one of the following solutions:<\/p>

      1. Product replacement:<\/b> The same item will be sent in perfect condition at no additional shipping cost to the customer in the next order or separately.<\/p><\/li>

      2. Account deposit (Credit):<\/b> A coupon or credit balance will be generated for the customer to be automatically deducted from their next purchase.<\/p><\/li>

      3. Financial refund:<\/b> A refund will be issued for the proportional value of the damaged or missing merchandise.<\/p><\/li><\/ol>

        Refund Process:<\/b> In the event of a financial refund, it will be issued always to the original payment method<\/b> used during the purchase (Bank Transfer or card via Woo Payments). Refunds may take between 5 and 10 business days<\/b> to be reflected in your bank account, depending on the processing times of your financial institution and the payment gateway.<\/p>

        5. EXCEPTIONS AND DENIAL OF REFUNDS<\/h4>

        Any claim, replacement, or refund will be automatically denied under the following circumstances:<\/p>

        • Claims for breakage or missing products where the uninterrupted video of the box opening (unboxing) is not provided<\/b> required in Step 2. Photographs of already opened boxes or products outside their packaging have no evidentiary value.<\/p><\/li>

        • Claims submitted outside the 24-hour period following delivery.<\/p><\/li>

        • Absence of notation of visible damage on the carrier's delivery note at the time of delivery.<\/p><\/li>

        • Damage caused by negligent storage by the customer or improper handling after correct delivery.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

          Pol\u00edtica de Devoluciones y Reembolsos La presente Pol\u00edtica de Devoluciones y Reembolsos es aplicable a todas las compras realizadas en el sitio web de NOVALUX EUROPE SLU (en adelante, \u00abNOVALUX\u00bb). Al operar estrictamente en un entorno B2B (ventas a profesionales y empresas), nuestras pol\u00edticas difieren de las normativas aplicables a los consumidores finales. Le rogamos […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-10","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/pages\/10","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/comments?post=10"}],"version-history":[{"count":7,"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/pages\/10\/revisions"}],"predecessor-version":[{"id":3974,"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/pages\/10\/revisions\/3974"}],"wp:attachment":[{"href":"https:\/\/novaluxeurope.com\/en\/wp-json\/wp\/v2\/media?parent=10"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}