RETURN POLICY
I. Right of Return
According to the provisions set forth in the Terms and Conditions, any private individual has the right to return products purchased via www.novela.ro within 365 calendar days from the receipt of the shipment, without the need to provide a reason. To initiate a return, it is mandatory to notify in writing via email to reclamatii@novela.ro, and the product must be shipped to the address indicated on the website, selecting the "open/inspect package" option.
II. Conditions and Procedure for Returns
Returned products must be in their original condition, without major signs of wear or damage, and accompanied by the original packaging and the documents provided at delivery. For print-on-demand products, specific conditions apply: if the product shows clear signs of use or excessive personalization, the return may be rejected or a depreciation fee, calculated between 30% and 70% of the invoiced price, may be applied. For shipments that benefited from free delivery, the processing cost will be deducted as a priority from the refunded amount.
III. Refund Process
After receiving and inspecting the returned products, Novela will refund the amount paid, at the Client's choice, either into a bank account in Romania specified by them or in the form of a gift voucher usable on www.novela.ro. A fixed fee of 50 RON (excluding VAT) will be deducted from the refunded amount for shipping and processing costs if these were not paid in advance or if the return is made for reasons not attributable to the Company. The Client will receive an email confirming the refund, and any remaining balance will be transferred within a few working days, depending on the beneficiary’s bank.
IV. Defective Products or Products Damaged in Transit
Products that are defective or damaged in transit are replaced immediately, at no cost to the Client. In such cases, the shipping and processing fee provided for in section III does not apply.
V. Digital Products
This Return Policy concerns physical products. For digital products delivered to the My Novela account in the Novela app, returns are not accepted, under the conditions provided for in Article 39 of the Terms and Conditions.
By purchasing products from www.novela.ro, the Client expresses their agreement with this Return Policy.