Refund policy

NOVEINO – RETURN & REFUND POLICY

Last updated: 11 February 2026

At NOVEINO, we are committed to delivering premium products including fragrances and apparel.
This policy applies to all purchases made within the European Union.

Please read this policy carefully before placing an order.

1. RIGHT OF WITHDRAWAL (EU CUSTOMERS)

In accordance with Directive 2011/83/EU, customers located in the European Union have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason.

To exercise this right, customers must notify us in writing within 14 days of delivery.

However, certain exceptions apply (see below).

2. PERFUME & FRAGRANCE PRODUCTS (HYGIENE RULE)

Under Article 16(e) of Directive 2011/83/EU:

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.

Perfume and fragrance products fall under this category.

Therefore:

  • Fragrance products may only be returned if fully sealed and unused.

  • If the protective cellophane/seal is broken, the return will be refused.

  • Used or sprayed perfume bottles are not eligible for return under any circumstances.

3. CLOTHING & APPAREL RETURNS

Clothing items may be returned within 14 days of delivery provided that:

  • Items are unworn and unused.

  • No stains, odors (including perfume or smoke), or damage are present.

  • All original tags are attached.

  • Items are returned in original packaging where possible.

We reserve the right to refuse returns if:

  • The item shows signs of wear.

  • Hygiene seals (if applicable) are removed.

  • The item is returned in unsellable condition.

Returned clothing that does not meet these conditions may be sent back to the customer at their expense.

4. RETURN PROCESS (MANDATORY PRE-APPROVAL)

To initiate a return:

  1. Email support@noveino.com

  2. Include:

    • Order number

    • Reason for return

    • Clear photos of the product (including seal for perfumes)

  3. Wait for written return authorization.

Returns sent without prior approval may not be processed.

Approved items must be shipped within 7 days of authorization.

5. RETURN SHIPPING COSTS

  • Customers are responsible for return shipping costs.

  • Original shipping fees are non-refundable unless required by law.

  • We strongly recommend tracked shipping.

  • NOVEINO is not responsible for lost or damaged return shipments.

6. REFUNDS

After receiving and inspecting the returned product:

  • Refunds will be issued to the original payment method.

  • Processing time: 5–10 business days.

  • Refunds may be reduced if the product shows diminished value due to handling beyond what is necessary to inspect the goods (as permitted under EU law).

7. DAMAGED OR INCORRECT ITEMS

If your order arrives damaged or incorrect:

  • Contact us within 48 hours of delivery.

  • Provide clear photos of:

    • The product

    • Packaging

    • Shipping box

Failure to report within 48 hours may result in claim denial.

If approved, we will:

  • Replace the item, or

  • Issue a refund.

8. NON-DELIVERY CLAIMS

If tracking confirms delivery:

  • We are not responsible for lost or stolen parcels.

  • Customers must contact the carrier directly.

  • We may assist with documentation but do not guarantee reimbursement.

9. FRAUD & CHARGEBACK PREVENTION

To protect our business from fraudulent activity:

  • Orders are subject to fraud screening.

  • High-risk transactions may require identity verification.

  • We reserve the right to cancel suspicious orders.

Customers who initiate a chargeback without contacting us first may be:

  • Blacklisted from future purchases

  • Reported to payment processors

  • Subject to collection procedures where legally applicable

We strongly encourage contacting our support team before initiating disputes.

10. FINAL SALE ITEMS

Items marked as:

  • Limited Edition

  • Promotional Bundles

  • Clearance

  • Final Sale

may not be eligible for return unless defective.