Refund policy
Returns and Right of Withdrawal
Except in the case of Made-to-Order Products, you have the right to withdraw from the online sales contract within 15 days from receipt of the products, without providing any reason and without penalty, pursuant to Articles 52 et seq. of the Italian Consumer Code (Legislative Decree No. 206/2005).
To be eligible for a return, the item must:
-
be in the same condition in which it was received;
-
not have been worn or used;
-
be complete with all original packaging (cases, booklets, tags, certificates, and warranties);
-
be returned in its original packaging.
Proof of purchase is also required.
How to Make a Return
To initiate a return request, please contact us at hello@novum.watch within 15 days of receiving your order.
After receiving your request, we will send you, within 7 days, an email with the return authorization and shipping instructions.
Products must be shipped within the following 15 days to the address indicated in the authorization.
Items sent without prior authorization or not in compliance with the indicated procedure will not be accepted.
Return shipping costs are borne by the customer, except in the case of defective or non-conforming products.
Damages, Defects, or Incorrect Items
We invite you to inspect your order upon delivery.
In the event of defects, damage, or receipt of an incorrect item, please contact us promptly at hello@novum.watch, indicating the order number and describing the issue, attaching photographs where possible.
In such cases, the legal warranty of conformity pursuant to Article 135-bis of the Italian Consumer Code applies.
Non-Returnable Items
The right of withdrawal is excluded in the following cases:
-
Made-to-Order Products, including engraved items and/or items with a bracelet sized to the customer;
-
items that have been worn, used, damaged, or are missing original packaging;
-
items returned in a manner not compliant with the provided instructions.
Return Shipping
Products must be returned in a single shipment.
Returns from the same order shipped separately will not be accepted.
Cash-on-delivery or postage-due parcels will not be accepted.
We recommend shipping the return with insurance covering the full value of the product and keeping the tracking number. We are not responsible for returns that are lost, stolen, or damaged during transport if not attributable to us.
Refunds
Once the return has been received and inspected, we will notify you of the outcome of the verification.
If the return is approved, the refund will be issued within 14 days from the date on which we became aware of the exercise of the right of withdrawal, using the same payment method chosen at the time of purchase, unless otherwise agreed.
The refund covers only the value of the returned products; shipping costs are non-refundable, except in the case of defective or non-conforming products.
Any additional costs or commissions incurred at the time of purchase will not be refunded.
Restocking fees apply.