Refund policy

Last Updated: October 5, 2026

At Novowey, customer satisfaction is important to us. We are committed to providing a clear, transparent, and reliable return and refund experience for our customers.

This Return & Refund Policy explains return eligibility requirements, return procedures, return shipping responsibilities, refund processing, statutory consumer rights, and customer support information for purchases made through https://www.novowey.com/.

1. Statutory Withdrawal Rights

Customers may have statutory withdrawal rights under applicable consumer protection laws, including applicable laws in France and the European Union where relevant.

Where applicable, eligible customers may exercise their legal right of withdrawal within 14 calendar days after receiving their goods without providing a reason, subject to applicable legal requirements and statutory exceptions. If your order includes multiple items delivered separately, the withdrawal period starts from the date you receive the final parcel.

Nothing in this policy limits or excludes any mandatory consumer rights, 2-year legal warranty rights, or other protections available under French and EU applicable law.

2. Voluntary Extended Return Option

In addition to applicable statutory rights, Novowey provides a voluntary return option allowing eligible items to be returned within 30 days after delivery.

This voluntary return option is provided as an additional customer service benefit and does not affect any mandatory consumer rights available under applicable laws.

3. Return Eligibility

To be eligible for a voluntary return, items must generally meet the following requirements:

• The item must be unused, unworn, and in its original condition.
• Original tags, accessories, and packaging should be included where applicable.
• A valid proof of purchase, such as an order number, must be provided.

Certain items may not be eligible for return where permitted by applicable law, including products that cannot be returned for hygiene or health protection reasons after opening or use, unless the item is defective or otherwise covered by applicable consumer protection rights. Customised and personalised made-to-order goods are also excluded from withdrawal rights.

4. How to Request a Return

Before returning any item, please contact Novowey customer support to receive return instructions.

To help us process your request efficiently, please provide:

• Order number
• Product name
• Reason for return
• Photos or supporting information where applicable

Our customer support team will review your request and provide the next steps for completing the return process.

5. Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for return shipping costs for voluntary returns due to personal preference, size selection, or other non-defective reasons.

If you receive an incorrect, damaged, or defective item, please contact Novowey before returning the product so we can review the issue and provide appropriate assistance.

We recommend using a trackable shipping service when returning items. Novowey is not responsible for returned packages that cannot be confirmed through valid tracking information.

6. Refund Process

Once returned items are received and inspected, Novowey will notify you regarding the approval or status of your refund request.

Approved refunds will be issued to the original payment method used during checkout.

After a refund has been processed by Novowey, additional processing time may be required by your bank, card issuer, PayPal, Klarna, or other payment provider before the funds appear in your account.

Refunds related to valid statutory withdrawal requests will be processed within 14 calendar days in accordance with French consumer protection requirements.

7. Sale Items

Sale items are eligible for return unless they are clearly identified as final sale items before purchase.

This does not affect statutory rights relating to defective, damaged, or incorrectly supplied products.

8. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact Novowey within a reasonable timeframe after delivery.

Please provide your order details and supporting information, such as photos of the product or packaging, so we can evaluate the issue.

Novowey will review the situation and provide an appropriate solution in accordance with applicable laws and our policies.

9. Exchanges

Exchange requests may be available depending on product availability.

If you would like to request an exchange, please contact our customer support team with your order details and preferred replacement information.

10. Customer Support Hours

Monday – Friday: 9:00 AM – 6:00 PM (France Time, CET/CEST) Saturday – Sunday: Closed French public holidays: Closed

11. Contact Us

For questions regarding returns or refunds, please contact us:

Novowey

Website: https://www.novowey.com/

Email: hello@novowey.com

Phone: +33 3 20 26 73 30

Business Address: Boulevard Gambetta, Tourcoing, 59200, France