Refund policy
Returns and refunds
At Novyra, we want you to be satisfied with your order. This policy explains how to request a return, report a defective product or obtain a refund.
Right of withdrawal and return period
You have 14 calendar days from the date you receive your order to clearly inform us that you wish to withdraw, without having to provide a reason.
After informing us of your decision, you have 14 calendar days to return the product. Please contact us first at contact@novyrapets.com to receive the return instructions and return address. Do not send the parcel to an address shown on the packaging unless we have provided that address in our instructions.
Condition of returned products
You may inspect and handle the product only as much as necessary to establish its nature, characteristics and proper functioning. If the product has been handled beyond what is necessary, a reduction in value may be applied in accordance with the law.
Whenever possible, return the product with its accessories and original packaging.
Defective, damaged or incorrect products
If your glove arrives damaged, has a defect or does not match your order, please contact us as soon as possible. For visible damage upon delivery, we recommend contacting us within 48 hours so that we can investigate the issue with the carrier promptly. This recommended timeframe does not limit your legal rights.
Your request must include:
- your order number;
- a clear description of the problem;
- one or more photos clearly showing the defect or damage to the glove;
- a photo of the packaging if it is also damaged.
This information allows us to assess the issue. After review, we will explain the appropriate solution, which may include a replacement, refund or return of the product. We may ask you to return the glove before the case is completed. This procedure does not affect your rights under the statutory guarantee.
Return costs
For a standard withdrawal, the direct return shipping costs are paid by the customer. If the product is defective, damaged on delivery or incorrect because of an error on our part, Novyra will cover the authorised return costs in accordance with the instructions provided by our customer service team.
Refunds
After receiving and inspecting the return, we will inform you of its processing. For a valid withdrawal, the refund will be issued to the payment method used for the purchase within the period required by law. We may withhold the refund until we have received the product or proof that it has been sent back.
If the withdrawal covers the entire order, the original standard delivery charge will be refunded. Any additional cost resulting from your choice of a more expensive delivery method will not be refunded. The time taken for the refund to appear in your account then depends on your bank or payment provider.
Legal exceptions
Certain products are excluded from the right of withdrawal where the law provides an exception, including personalised goods or sealed goods that are unsuitable for return for health protection or hygiene reasons after being unsealed. This exception applies only when its legal conditions are met and does not limit your rights regarding a defective product.
Order cancellation
An order can be cancelled as long as it has not been dispatched. Please contact us promptly at contact@novyrapets.com. Once the order has been dispatched, the return procedure applies.
Undelivered orders
If the carrier declares your parcel lost or undeliverable, please contact us. After checking the tracking information, we will offer an appropriate solution, such as a replacement shipment or a refund.
Contact
For any return or refund request, email us at contact@novyrapets.com and include your order number.