Terms of service

Terms of Use

The following terms and conditions apply to all orders placed by the customer (hereinafter referred to as “you”) with Novaan, hereinafter referred to as “Novaan,” “us,” or “we,” at the Novaan website (novaan.eu).

We reserve the right to amend these Terms from time to time without prior notice to you. The version of the Terms that will apply to your order will be those on novaan.eu at the time you place your order.

By using novaan.eu and/or placing an order, you agree to be bound by the terms and conditions set out herein (the “Terms”). Please ensure you have read and understood the Terms before placing your order.

Ownership of Rights

Any use of novaan.eu or its contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Novaan.

Product Availability

The inclusion of any products or services on novaan.eu at a particular time does not imply or warrant that these products or services will be available at any time. We reserve the right to discontinue any product at any time.

Novaan aims to provide the best possible online experience. To ensure our services run smoothly, you understand and agree not to: (i) post, transmit, redistribute, upload, or promote any communications or content that could harm or negatively impact our business, products, or services; (ii) act in a manner or employ any device that restricts, impairs, interferes with, or inhibits any other user from using or enjoying the novaan.eu site, or which impacts the security of the site; or (iii) employ any device or attempt to use any engine, software, tool, agent, script, or other mechanism (including but not limited to spiders, bots, crawlers, avatars, or intelligent agents) to navigate or search the site, or to copy content from the site. We reserve the right to immediately bar access to the site and close the account of any user who violates this provision or any other provision in these terms and conditions.

Delivery

Novaan reserves the right to restrict delivery to certain areas during specific times of the year, which may be due to adverse weather conditions affecting delivery.

Novaan exercises utmost diligence in accepting and processing orders and will endeavor to deliver your order according to your selected delivery option.

We aim to dispatch orders as quickly as possible and in the order in which they are placed. While we strive to deliver within the communicated time frame, delivery may take longer due to unexpected events. In the unlikely event that the delivery time exceeds 30 days, you may cancel your order.

Before you place your order, you will be informed of the expected delivery details. Once you have placed your order, you will receive an email confirmation with your expected delivery details. You can find the full delivery information in the "Shipping" section at novaan.eu.

Once an order is placed, it can be canceled, but please note you may be responsible for any costs related to the cancellation. If you make an error when placing your order or change your mind, you are responsible for returning the item to us for a refund. We are not liable for the cost of returns, and requests to ‘return to sender’ or cancel delivery do not change this policy.

If your order does not arrive on the scheduled date, please contact Novaan customer service via email at info@novaan.eu.

Prices and Delivery Charges

The prices displayed on novaan.eu include the statutory Value Added Tax but do not include delivery charges.

The delivery charge for each order may vary based on the size and weight of your order. The cost for each delivery method is clearly indicated during the checkout process. If you order two or more scarves, the delivery charge may increase accordingly. If we are unable to deliver your order in full and must make more than one delivery, there will be no additional charge for any subsequent deliveries. Prices in-store and online may vary.

Sales

Sale items are non-refundable and non-returnable, except for statutory rights. Once a product has been purchased at a set price, we cannot apply future sale discounts or refunds to that product in the event of an exchange. Last chance items can only be returned for an exchange (final sale items will be noted in the details of the product page). This does not affect your statutory rights.

Product

Please note that the products displayed on novaan.eu may be samples, and product details may evolve over the course of the selling period. We make every effort to display our products and their colors as accurately as possible. However, please note that the displayed colors will depend on the user's screen, and we cannot guarantee that the user's monitor will accurately portray the actual colors. There may also be variations due to studio lighting and lighting within online content on novaan.eu and our social channels. We cannot guarantee consistency of coloration for dyed products as we manufacture on a sustainable basis to avoid waste.

Faulty Products

Please notify us within 30 days of receiving your item if you discover a manufacturing fault. Manufacturing faults are defined as ongoing issues with the product’s design or construction and will be assessed as such between Novaan and our manufacturers. We are not responsible for faults reported outside of this 30-day period or for issues not caused by product faults, such as normal wear and tear. For more information on reporting product faults, please see our Exchange and Returns page.

User Generated Content

The Services may enable you to post product reviews and other user-generated content. If you choose to submit user-generated content to any public area of the Services, this content will be public and accessible by anyone.

We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use, or misuse of any information that you disclose or receive from third parties.

Third Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms, may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children’s Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.

As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we “share” or “sell” (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Data

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes, or enforce other applicable contracts and policies.

Ordering

Once you have placed your order, if you have supplied us with your email address, you will receive an email confirmation. If, for any reason, we are unable to fulfill your order, we will inform you at the earliest opportunity. If we have already received payment for such an order, we will attempt to refund the applicable amount using the same method used for payment. If alternative arrangements are necessary, we will notify you and ask you to contact Novaan Customer Service, who will process the refund.

This does not affect your statutory rights.

Returns and Exchanges

You may return items within 30 days of placing your order for a full refund or exchange (this includes pre-order items). All returned items must be unworn and in resalable condition, with tags still attached and in their original packaging. We reserve the right to return the item to you if these conditions are not met.

Please note that returns are currently not free, and you are responsible for the return shipping costs of any item you purchase from us. We are not liable for items that are lost or damaged in transit, so we strongly recommend that all returns are sent via registered shipping.

All items are inspected upon receipt at our fulfillment center. If they are found to be damaged or soiled, we have the right to return them to you, as this is a condition of our returns and refund policy. We are aware of the potential waste caused by unsellable returns and ask customers to bear this in mind, which is why we prefer to send these items back to the sender. If our fulfillment team finds an item to be in unsellable condition, a specialist team can review this on a case-by-case basis. Please bear in mind that this may delay your refund.

Products returned for an exchange will not incur additional charges for the exchange product to be sent out. Additionally, we are unable to offer exchanges or refunds for any sale or discounted products.

Please note that it can take up to 14 days to process and complete your return or exchange. In the event that a refund is due, we will refund you the amount paid for the item as per the receipt and order details. This does not include external costs such as shipping fees.

Please keep your receipt until the return is fully processed, as you are responsible for the return until it reaches us.

This does not affect your statutory rights.

EU/International Customers

Please note that if you are returning items to us from outside The Netherlands, you may incur customs fees for us to receive your item. As our returns policy stipulates that the return shipping costs are your responsibility, this includes any customs fees incurred when returning the parcel. Exclusions apply if the product is faulty or damaged before wear.

Questions

If you have any questions about our Terms of Use, please feel free to get in touch via email: info@novaan.eu