Refund policy

Returns and refunds

Seller: Allaoui Soufiane, entrepreneur individuel (EI), trading as NOVA XI. Email: sfyen1of1@gmail.com. Telephone: +33 7 81 55 14 41.

14 days to change your mind

You may withdraw from your purchase without giving a reason within 14 days after you, or a person you designate other than the carrier, receive the goods. For items from one order delivered separately, the period starts on receipt of the last item. Any extension required by applicable law applies.

Before the deadline, tell us clearly that you wish to withdraw by email, through our contact form, or by letter to the address below. Include your name, the items concerned and your order number if available. You may use the model form below, but it is not compulsory. Prior approval is not required to exercise your statutory right.

Cancel or return an order online

Cancel or return an order: sign in using the email address used at checkout, open your order and follow the cancellation or return request steps. You can also notify us by email or letter; using a customer account is not a condition of your statutory withdrawal right. Contact us if the online option is unavailable for your order.

Return address and postage

NOVA XI — Allaoui Soufiane EI
73 Rue Émile Zola
59600 Maubeuge
France

Send the goods back without undue delay and within 14 days after notifying us of withdrawal. Keep proof of dispatch. You pay the direct return postage for a change of mind, including a different size when the item supplied matches your order. There is no restocking or administration fee.

You may examine and try on a garment as you would in a shop. Return all included items and use the original packaging where reasonably possible; original packaging is not a condition of your statutory right. Any justified deduction for diminished value is limited to handling beyond what was necessary to check the goods. Sale items retain the same statutory withdrawal rights.

Refunds

We refund the sums due without undue delay and within 14 days after receiving your withdrawal notice. Unless we offer to collect the goods, we may withhold reimbursement until we receive the return or evidence of dispatch, whichever occurs first. We use the original payment method unless you expressly agree to another method without additional cost.

For withdrawal from the whole order, the refund includes the original standard delivery charge. Any extra charge for a more expensive delivery service is not included. For partial returns, delivery charges are refunded where required by law. We do not add a retrospective shipping charge because a return brings the retained order below the free-delivery threshold. We do not impose store credit instead of a monetary refund.

Wrong, damaged or faulty items

Contact us with your order details and a description of the issue. Photos are helpful where available but are not a blanket condition of your statutory rights. NOVA XI pays the necessary costs of resolving a valid non-conformity claim, including return postage. These claims are not limited to the 14-day change-of-mind period. Your legal guarantee of conformity and rights concerning hidden defects remain unaffected.

Cancellations and exchanges

Contact us promptly to cancel before fulfilment. After dispatch, interception may no longer be possible, but your statutory withdrawal rights remain. For a different size or style, return an eligible item for a refund and place a new order. This does not restrict replacement rights for non-conforming goods.

Model withdrawal form

Complete and send this form only if you wish to withdraw.

To: Allaoui Soufiane EI — NOVA XI, 73 Rue Émile Zola, 59600 Maubeuge, France; sfyen1of1@gmail.com.
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number, if available:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date: