Refund policy

Returns & Refunds

Every NOVEN piece is checked before it leaves us. If something is wrong with yours, we will put it right. Please read this page before ordering so you know exactly where you stand.

Faulty, damaged or not as described

If your piece arrives damaged, stops working, or is not what the product page described, we replace it or refund you in full, including any shipping you paid. Email hello@novenculture.com within 48 hours of delivery with photographs of the piece and the packaging. This applies wherever you live and is separate from the 14-day right below. Under Portuguese law you are covered against defects present at delivery for up to 3 years.

14-day right of withdrawal (European Union)

If you are a consumer resident in the European Union, you have 14 days from the day you receive your order to withdraw from the purchase without giving a reason, as set out in Decreto-Lei 24/2014. To use it, email hello@novenculture.com within those 14 days and tell us your order number and that you are withdrawing. We will reply within two business days with the return address.

You then have 14 days from telling us to send the piece back. We refund you within 14 days of receiving it, to the payment method you used.

Condition we can accept

A piece returned under the 14-day right must come back exactly as it arrived: unworn, unsized, with the protective film still on the case and bracelet, all tags attached, and in its original undamaged packaging with every accessory and document included.

We inspect every return. If a piece shows signs of having been worn, sized, scratched or resized, or if the packaging or protective film is missing, we cannot accept it. We will tell you, send you photographs of what we found, and return the piece to you at your cost.

Who pays for the return

For a withdrawal under the 14-day right, you pay the cost of sending the piece back to us and you are responsible for it until it reaches us, so use a tracked service. For a faulty, damaged or incorrect piece, we pay and we send you a prepaid label.

Outside the European Union

If you order from outside the EU, the 14-day right of withdrawal does not apply to your purchase. Returns are accepted only where the piece is faulty, damaged in transit, or not as described.

Exchanges

We do not run exchanges. If you are within the 14-day window and want a different piece, withdraw from the order and place a new one.

Refunds

Refunds go back to the original payment method. Once we issue it, your bank usually takes a further 3 to 10 days to show it. We refund the price you paid for the piece; where an order qualified for a refund of delivery, we refund the cost of our standard service.

Questions before you order

If you are unsure whether a piece is right for you, email hello@novenculture.com before buying. We would rather answer questions than process a return. Monday to Friday, 9:00 to 18:00 (Lisbon time).

NOVEN is operated by [PREENCHER: nome legal], [PREENCHER: morada completa], [PREENCHER: NIF].