Return policy

Return Policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. THERE ARE COSTS INVOLVED.

Return & Refund

Is it possible to return my order? Yes, it is possible.
If you are not satisfied with the items ordered, you can return them within 14 days of the order date.
In this case, the order must meet the following conditions:

  1. The order still contains all the correct parts and components, and the packaging is in the same condition as when it arrived.

  2. Normal handling of the product is recognizable. If the product shows breaks or damage due to improper handling, we will reject the return.

  3. Products where hygiene is important have been thoroughly cleaned before the return process.

  4. The product is defective immediately upon receipt.

  5. We reserve the right to charge the customer shipping costs and/or administrative fees (€21.78 per item). We also reserve the right to refuse the return if the customer cannot provide a valid reason or if the above points (1 to 4) are not met and/or the return period has expired, also due to delayed deliveries by the delivery services.

  6. A return will be processed within 7 working days, and if the conditions are met, the return will be officially completed within this period.

  7. After processing your return, the payment for your product will be refunded within 30 days to the same payment method used when ordering the product.

*We reserve the right to refuse returned items if we suspect the items have been used or damaged outside of our responsibility.
*We would like to point out that we are not responsible if the 14-day return period after the order date has been exceeded due to delays by the delivery services or lengthy customs procedures. In some cases, we are lenient and may still consider exceptions within 48 hours of receipt. Please contact us for this.

How do I return my order?

If your order meets the above conditions, you must do the following to start the return process:

Send an email to: info@novilondon.com
Ensure the email includes the following:

  • Order number

  • Reason for return

  • Photo of the product in case of breakage

  • First name + Last name

  • Address details

We will then contact you and provide you with the return address.

Never send the return back to the sender. We will send you the correct address after you request it. You, the customer, are responsible for the shipping costs of returning the product and for an incorrect return to the sender.

Right of Withdrawal

The consumer has a right of withdrawal according to the following provisions if the consumer is a natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor self-employed professional activity:

CANCELLATION CONDITIONS

Right of Withdrawal

The withdrawal period is 14 days from the day on which you or a third party, who is not the carrier, have received or accepted the last goods.

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible after ordering, processing, shipping, and/or receiving the goods.

To exercise your right of withdrawal, you must inform us (novilondon.com) of your decision to withdraw from this contract by means of a clear statement (e.g., by email). The withdrawal is completed as soon as we have received the goods. The costs of returning the goods are borne by the buyer.

Record for Shipments in Transit

Since our goods are shipped from Asia, longer transit times may occur, over which we have no control. If the goods are already on their way to you, cancellation is not possible. Wait until you have received the goods and then return them to us.

Of course, you can inform us of your cancellation in advance.

To guarantee you the quickest possible return, we ask you to send us a shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we must repay all payments that we have received from you, with the exception of the delivery costs (except for additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received the notification of your withdrawal from this contract and the receipt of the goods. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this repayment.

Has your order not been processed yet?

If your order has not been processed yet, it is possible to cancel it. However, we would like to point out that our automated system does not allow cancellations immediately after the order is placed. If your order has not been processed yet, you can cancel it for an administrative fee of €18.00 plus VAT (€21.78 including VAT).

Warranty

You only have a warranty on the product that is marked in advance on our website as covered by a warranty. The warranties for specific products are the responsibility of the manufacturer, not of novilondon.com. If problems arise after a few weeks/months/years, we will refer you to the manufacturer for warranty processing.

Exchange

An exchange is possible, but the original item must be returned at your own expense, and you can then reorder the item. Once the returned item has been received, the amount will be refunded. However, the new order must be paid for again.

ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.

Return Address:

Country: China
Province: Guangdong
City: Dongguan
Address: 2 / F, Kang Zhong Building, No.2 Commercial Second Street, Niushan Zhong Wu Wei, Dongcheng
Postal Code: 523000
Recipient: Yunling Warehouse

Email us at info@novilondon.com to avoid unnecessary costs.