Refund policy

We have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You can always contact us for any return question at store@novasbe.pt)


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, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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
If you are not happy with your item, we offer an easy exchange process to ensure you get the product that’s right for you. Items must be returned within 14 days of the delivery date. Products must be in their original, unused condition with all tags attached and packaging intact.


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 on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Process

  • E-mail store@novasbe.pt stating the name, product and request number
  • Indicate address and date to book the package collection minimum 3 days after the e-mail date
  • We will confirm the booking
  • The return process has a cost of:
    • 4,5eur if made from Portugal Mainland
    • 7,5eur Madeira/ Azores / Spain
    • This amount will be deducted from the refund amount.

In case the purchase item has any flaw, it can be return within 30 days after the deliver with the label still on. When  the return is occurring due a malfunction or flaw in the purchase item no fee will be deducted from the return shipment.