Refund policy

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@novoelixirshop.com. Please note that returns will need to be sent to our local post, located in the following address: R. Cardeal Dom Humberto de Medeiros S/N, 9500-376 Arrifes, Portugal

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Important: The customer is responsible for return shipping costs in all cases of buyer’s remorse or oversight. This includes, but is not limited to: choosing the wrong size (measurements are provided for every item), failing to notice mentioned flaws (conditions are detailed in descriptions), "change of heart", or unauthorized purchases made by minors/third parties on your account. In these cases, the cost of the return shipping label will be deducted from your final refund.

Any customs duties, taxes, or additional fees incurred during the return process are the sole responsibility of the customer. We will not be liable for any unpaid customs charges upon the return of an item.

You can always contact us for any return question at contact@novoelixirshop.com.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item than what was mentioned on the page of the product, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS

Certain types of items cannot be returned, like undergarment (such as panties, bras, boxers or briefs), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded for the item value on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that original shipping fees are non-refundable.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@novoelixirshop,com.