All about returns during COVID-19!
During the validity of the State of Alarm or its possible extensions, the periods for the return of the products bought by any modality, in the NV Shop on-line, are interrupted. The calculation of the deadlines will be resumed at the time when the Royal Decree 463/2020 of 14 March, declaring the State of Alarm or, where appropriate, extensions thereof, is no longer in force.
Therefore, you can return your order within 30 calendar days from the day the State of Alarm ends.
LEGAL RIGHT TO WITHDRAW FROM THE PURCHASE
As a consumer and user, you have the right to return the items in their original condition within 14 days of receipt and notify us by email at email@example.com.
with the order details and a photograph of what you wish to return, or by attaching the form you will find here duly completed; our NV team will detail how to do this. The products to be returned must be in the same state in which they were received; unopened and with the original packaging and box. Remember! If it is a pack, it cannot be divided, so it is necessary to return the whole pack. In this case, you will have to pay the shipping costs that may arise from the return.
Once we receive the returned products, we will check that everything is correct and contact you to confirm that the refund has been processed. In these cases, within 14 calendar days, we will refund the amount you paid for the product(s) being returned (excluding, where applicable, the initial shipping costs). The refund will be made by the same method of payment that you chose when you placed your order.
WE WILL NOT MAKE THE REFUND IN THE FOLLOWING CASES:
Products damaged due to misuse or negligence.
Products not purchased on the Website.
Used products, whose packaging has been opened and/or tampered with.
RETURNS OF DEFECTIVE PRODUCTS
If this happens, we will take care of the whole process very easily and without any cost to you. Send an email to firstname.lastname@example.org with the order details and a photograph of what you have received, so that we can sort it out quickly.
Once we receive the returned products, we will check them through a quality control.
If the quality control confirms the non-conformity or defects of the returned product, we will contact you to confirm that the refund is handled. In these cases, within a maximum of 14 calendar days, we will reimburse you for all costs incurred, including: the amount you paid for the product(s) being returned and, if applicable, the initial shipping costs and the shipping costs generated by the return. The refund will be made by the same method of payment you chose when placing the order.
If after the quality control no non-conformity or material defect is detected, we will reimburse you the price of the product. In this case, the customer will have to pay for the initial shipping costs and those that may arise from the return.
I JUST MADE A PURCHASE, BUT I WANT TO CANCEL IT. WHAT CAN I DO?
Are you sure? We would like your order to go ahead, but if for any reason you want to cancel your purchase, please contact us as soon as possible.
If your order has not left our premises, we will cancel it and return the full amount of the purchase without any problem.
If the order is already on its way, we will have to wait to receive it back at our facilities. In this case we will accept the return of products as long as they have not been opened, nor used and are in perfect condition and in their original packaging. We also ask you to send any free gifts you may have received. Once received we will refund the amount minus the shipping and return costs