Return & Refund policy
RETURN & REFUND POLICY
We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.
ELIGIBILITY FOR RETURNS
To qualify for a return, your item must be:
- Unworn, unused, and in the same condition as received
- In its original packaging with tags attached
- Accompanied by proof of purchase (receipt or order confirmation)
To initiate a return, please contact us at support@novavirel.com
Once your request is approved, you will receive return instructions.
Returns sent without prior approval will not be accepted.
DAMAGED OR INCORRECT ITEMS
Please inspect your order upon arrival.
If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery and include your order number along with clear photos of the issue.
Once reviewed, we will provide an appropriate solution such as a replacement or refund.
RETURN SHIPPING COSTS
If the item is damaged, defective, or incorrect, we will cover the return shipping costs.
If you are returning an item because you are not satisfied, the return shipping costs are the customer’s responsibility.
NON-RETURNABLE ITEMS
Certain items cannot be returned, including:
- Perishable goods such as food, flowers, or plants
- Custom or personalised products
- Personal care items such as beauty products
- Hazardous materials, flammable liquids, or gases
We also cannot accept returns for items damaged due to misuse, improper handling, or normal wear and tear.
EXCHANGES
The fastest way to receive a different item is to return your original purchase and place a new order once your return has been approved.
EU 14-DAY COOLING-OFF PERIOD
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, without providing a reason.
Returned items must meet the same conditions as outlined above.
REFUNDS
Once we receive and inspect your return, we will notify you of the approval status.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that additional processing time may apply depending on your bank or payment provider.
If more than 15 business days have passed since approval, please contact us at support@novavirel.com
NEED HELP
If you experience any issues or have questions regarding our Return and Refund Policy, please contact our customer support team. We are here to assist you.
CONTACT INFORMATION
We'd love to hear from you! Whether you have questions, need assistance, or simply want to share your thoughts, we're here to help. Please reach out to our friendly support team who thrives to respond within 24 hours during opening hours.
Email address: support@novavirel.com
Phone number: +1 4353096577
Store name: Novavirel
Company name: Pure Nordic wear
Company Address: Janssensstraat 90 5735AG, Aarle-Rixtel Noord-Brabant, The Netherlands
Warehouse Address: 410 S 100 E, Monroe, UT, 84754, United States
Kvk: 95880445
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)
We will respond your email within 24 hrs (Mon–Fri) - weekend messages answered Monday.