Returns and Refunds Policy

At NOVERO we want you to be satisfied with your purchase. If you wish to return an item purchased online, you may exercise your right of withdrawal under the terms of the applicable legislation.

Right of withdrawal

The consumer has 14 days from the date of receiving the product to communicate their decision to return the order, without the need to provide any reason. DRE Files

To initiate a return, contact us via info@novero.pt, indicating the order number and the items you wish to return.

Following the communication of the return, we will provide the necessary instructions for shipping.

Return conditions

The item must be returned, whenever possible, in the same condition in which it was received, with the respective accessories, labels, and original packaging.

The consumer may handle the product only to the extent necessary to verify its nature, characteristics, and functioning. Use beyond what is necessary may result in liability for any depreciation of the item. Eur-Lex

Return costs

Unless expressly stated otherwise, the direct costs of the return are borne by the customer when the return results from the exercise of the right of withdrawal.

In cases of a defective, damaged, incorrect, or non-conforming product, the costs necessary to resolve the situation will not be borne by the consumer. European Union

Damaged, defective, or incorrect products

We ask that you check the order as soon as you receive it.

If the item shows damage, defects, lack of conformity, or if you have received a product different from what was ordered, contact us via info@novero.pt as soon as possible, indicating the order number and, whenever useful, photographs that allow us to assess the situation.

NOVERO will analyze the case and indicate the next steps.

Exceptions to the right of withdrawal

In cases provided for by law, the right of withdrawal may not apply, notably for products manufactured according to consumer specifications or clearly personalized, as well as for other legally excluded categories. European Union

This exception does not prejudice the consumer's legal rights in case of a defective or non-conforming product.

Exchanges

Whenever you would like a different item, size, or variant, contact us via info@novero.pt.

When a direct exchange is not possible, it may be necessary to return the original product and place a new order after the return has been accepted.

Refunds

After receiving and verifying the return, we will inform the customer about its processing.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise.

Under the applicable legal terms, the refund may be withheld until we receive the returned goods or until the consumer provides proof of having sent them back. European Union

Legal warranty and lack of conformity

Rights related to defective or non-conforming products are independent of the right of withdrawal. In Portugal, the trader is, as a rule, liable for any lack of conformity of the goods that becomes apparent within three years of delivery, under the terms of Decree-Law no. 84/2021. DRE Files