Return Policy

This Returns and Exchange Policy is formulated in accordance with the European Union's Consumer Rights Directive (2011/83/EU) and relevant consumer protection laws of EU member states. It applies to all outdoor waist packs and backpacks (hereinafter referred to as "Products") sold in the EU through our official website (novaengroup.com). This policy aims to clarify the rights and procedures for returns, exchanges, and refunds for consumers (hereinafter referred to as "you") who purchase our Products within the EU, ensuring that your legitimate rights and interests are protected. Please read this policy carefully before purchasing any products. If you have any questions about this policy, please contact us using the contact information at the end of this policy.

1. Scope of Application and Core Rights

(I) Scope of Application

This policy applies only to consumers within EU member states (i.e., natural persons purchasing products for personal, household, or non-commercial purposes). It does not apply to corporate customers, wholesalers, or cross-border purchasers (delivery addresses outside the EU).

This policy only covers products purchased directly through our official website (novaengroup.com). Products purchased through third-party platforms (such as Amazon, eBay, etc.) or offline partner stores are subject to the return and exchange policies of those channels, and we will provide necessary assistance (such as providing proof of product authenticity).

(II) EU Consumer Core Return and Exchange Rights

In accordance with the EU Consumer Rights Directive, you have the following core rights after purchasing our products, and we will strictly abide by them:

14-day unconditional return: You have the right to return your product within 14 calendar days from the date you receive it, without stating a reason.

2-year statutory warranty: Within 2 years from the date you receive your product, if the product fails to function properly due to design defects, material defects, or production process defects, you have the right to request free repair, exchange, or refund.

14-day exchange/refund response period: Once we receive your return or exchange request and confirm that it meets the requirements, we will complete the exchange or refund within 14 calendar days (refund processing time is subject to the payment institution and bank processing cycle).

2. Return Policy

(I) Unconditional Return (14-Day Cooling-Off Period)

Return Requirements

You may request an unconditional return within 14 calendar days of receiving the product. The product must meet the following requirements:

The product is unused, undamaged, and in its original packaging (including the product tag, label, instruction manual, accessories, and gifts, which must be complete and not missing or damaged).

The core functional components of the waist pack or backpack, such as the waterproof coating, carrying system, zippers, and fasteners, must be free of wear and deformation, ensuring they are not subject to resale.

You must retain proof of purchase (such as order number or screenshot of the electronic invoice) so we can verify the order information. Return Process

Submit a return request: Please submit a return request within the 14-day cooling-off period using the following methods:

Official Application: Log in to novaengroup.com, go to "Personal Center - My Orders", find the order, click "Request Return", and provide the reason for return, return address, and contact information.

Email Application: Send an email to [email protected] with the subject line "EU Return Request - Order Number XXX". The body of the email must include the order number, product name and model, reason for return, delivery address, contact information, and a description of the product's condition (3-5 photos of the product and packaging are recommended).

Review and Confirmation: We will review your request within 3 business days of receiving it. Upon approval, we will email you a "Return Confirmation Letter" containing the return address (designated return warehouse within the EU), return number, and shipping requirements (trackable shipping is recommended).

Shipping: You must return your product within 7 business days of receiving the "Return Confirmation Letter". Within 1 calendar day, please ship the product to the designated return address as requested. Please mark "Return Number XXX" on the outside of the package and retain the shipping tracking number (for tracking purposes).

Note: Shipping costs for unconditional returns are your responsibility (unless there is a quality issue with the product or we made a shipping error). We recommend that you choose an insured shipping method to avoid package loss or damage.

Inspection Confirmation: Upon receipt of the return package, we will inspect the product within 5 business days to confirm whether it meets the return criteria.

If eligible, we will notify you via email of the inspection and initiate the refund process.

If not eligible (e.g., product damage or missing accessories), we will email you an explanation and attach photos of the product inspection. You can choose to return the product (shipping costs are your responsibility) or cancel the return.

(II) Returns Due to Quality Issues (During the Warranty Period)

If you discover a quality issue with your product after receiving it (such as waterproofing failure, broken shoulder straps, or detached fasteners), you may request a return for this issue within the two-year warranty period. The specific requirements are as follows:

Return Requirements:

Provide clear evidence of the product quality issue (e.g., photos or videos clearly showing the problem area and the malfunction);

The product has not undergone unauthorized repairs or modifications, and the damage is not caused by misuse (e.g., intentional tearing, contact with corrosive liquids) or force majeure (e.g., natural disasters or accidental impact);

Return Process:

Submit a return request for quality issues via email ([email protected]). Please include the order number, product information, a description of the quality issue, and supporting documentation.

We will review your request within five business days of receipt and may request additional details (e.g., usage scenarios) if necessary. Upon successful review, we will send you a return form. We will provide you with a "Return Confirmation Letter for Quality Issues" and cover the return logistics costs (we will provide you with a logistics subsidy or arrange for door-to-door pickup, the specific method will be determined based on your member country and the weight of the product).

Once you have shipped the product as requested and we have inspected and confirmed the quality issue, we will issue a full refund (including the order amount and the logistics costs you have prepaid) within 14 calendar days.

3. Exchange Policy

(I) Exchange Eligibility Scenarios

You may request an exchange in the following circumstances (exchanges are only available for products of the same model, specification, and color. To exchange for a different model or specification, please follow the "Return + Repurchase" process):

Wrong/Defective Product Received: If we ship the wrong model, color, or specification, or if the product has an obvious defect (such as loose stitching or printing errors), you may request an exchange within 7 calendar days of receiving the product.

Quality Issues During the Warranty Period: If a product has a quality issue within the 2-year warranty period and we determine that repair is not possible or the repair cost is prohibitive, we will provide an exchange.

(II) Exchange Process

Submitting an application: Submit an exchange request via email ([email protected]), specifying "EU Exchange Request - Order Number XXX," and specify the reason for the exchange (e.g., wrong shipment, quality issue), along with supporting documentation (e.g., photos of the wrongly shipped product, videos of the quality issue).

Review and Confirmation: We will review your application within 3 business days. Upon approval, we will send you an "Exchange Confirmation Letter" specifying exchange requirements (e.g., whether the original product must be returned first, and the delivery time for the replacement).

If the product is wrongly shipped/defective, we will cover the shipping costs for the original product and will ship the replacement within 5 business days of receiving the original.

If the issue is within the warranty period, we will prioritize shipping the replacement (some member states support "send new first, then return old"). You must return the replacement within 7 business days of receiving the replacement. Return the original product within 3 calendar days.

Inspection and Completion: Upon receipt of the new product, you will need to inspect it to ensure it meets your requirements (model, specifications, quality). If there are no issues, the exchange process is complete. If there are still issues with the new product, you can contact us again to request an exchange or return (re-processing according to this policy).

5. Refund Policy

(I) Refund Method and Timeframe

Refund Method: We will refund your original payment method (e.g., credit card refunds to the original credit card, PayPal refunds to the original PayPal account). Cash refunds or transfers to non-original payment accounts are not supported.

Refund Timeframe:

Unconditional Return: We will issue a refund within 14 calendar days after we have inspected and confirmed the product is qualified. Credit card refunds typically arrive within 3-7 business days, and PayPal refunds typically arrive within 1-3 business days (depending on the payment institution's processing speed).

Quality Issue/Wrong Shipment Return: Once we confirm the issue, we will issue a full refund (including the order amount + shipping costs) within 10 calendar days. The payment timeframe is the same as above.

Refund Amount:

Unconditional Return: The refund amount is the actual amount you paid for the product (excluding the original order shipping costs, unless the shipping costs are attributable to us).

Quality Issue/Wrong Shipment Return: The refund amount is the full order amount (including the product amount + shipping costs). Original order logistics costs). If you have already prepaid return logistics costs, you must provide proof of return logistics (such as a courier receipt or payment screenshot) for a refund.

(II) Refund Exceptions

If you fail to submit your request or ship the product within the specified timeframe (e.g., the 14-day cool-off period for unconditional returns, or the 7-day return period for exchanges), we reserve the right to refuse a refund.

If the product is damaged due to your fault (e.g., improper use or self-repair) and does not meet return requirements, we will not issue a refund.

Customized products (e.g., outdoor backpacks with your own logo or custom size) are not eligible for unconditional returns. We will only process returns based on our warranty policy if there are quality issues.

5. Special Cases

(I) Product Damage or Loss During Transportation

If a product is damaged or lost during delivery (with a tracking number), you must contact us within three business days of confirming the damage/loss and provide proof of damage or a confirmation letter from the carrier. We will reship the product free of charge or issue a full refund.

If you choose to receive the product by your designated delivery method and the product is damaged/lost due to the carrier's fault, we will assist you in negotiating a claim with the carrier, but we will not be directly responsible for reshipping or refunding the product (unless it can be proven that the cause was improper packaging on our part).

(II) Repair Service During the Warranty Period

For product quality issues within the two-year warranty period, we will prioritize repair service (if the repair can restore product functionality and the repair period is short):

You must submit a repair request (email to [email protected]), describing the issue and attaching supporting documentation.

After review, if the product can be repaired, we will inform you of the repair timeframe (usually 7-15 business days) and cover the repair and shipping costs.

If the product still does not function properly after repair, or if the repair period exceeds 30 days, you can choose between a replacement or refund.

(III) Handling of Gifts

If your purchase included a gift (such as an outdoor hook or waterproof storage bag), you must return the gift with your return (the gift must be intact and unused). If the gift is missing or damaged, we will deduct the market value of the gift from the refund (the gift value will be indicated on the order details page).

6. Limitation of Liability

We are only responsible for product quality defects and are not responsible for indirect losses caused by improper use of the product (such as delays in outdoor activities or damage to personal belongings).

We will not be liable for warranty damages if you fail to use and maintain the product properly according to the product manual (for example, if an outdoor waist bag is damaged due to improper use of the product's load capacity).

Due to differences in local laws and regulations in EU member states (for example, some countries have specific requirements for waterproofing of outdoor products), if your country's regulations are higher than these, they will take precedence. Please contact us in advance to confirm this.

7. Policy Updates and Notifications

This Return Policy may be revised due to changes in EU regulations or our business optimization efforts. Following each update, we will post the updated version in the "Return Policy" link at the bottom of our official website (novaengroup.com) and update the "Effective Date."

If a policy update affects core rights (such as return period or warranty period), we will notify you seven calendar days in advance via a pop-up notification on our website or via email (if you have provided an email address) to ensure you are aware of the changes.

If you continue to purchase our products after a policy update, you will be deemed to have accepted the updated Return Policy. If you do not agree to the updated policy, you may cancel your purchase or negotiate special terms with us before making a purchase.

8. Contact Us

If you encounter any issues with your return, exchange, or refund request, or need more information about our policies, please contact us through the following channels:

Company Name: NOVA ENTERPRISE LTD

Official Website: novaengroup.com

Email: [email protected] (We will respond within 2 business days)

If you are dissatisfied with our return or exchange handling, you have the right to contact your EU member state's consumer protection authority (e.g., DGCCRF in France, CECC in Germany, etc.). If you file a complaint with a dispute resolution agency (e.g., Verbraucherzentrale) or a dispute resolution organization, we will actively cooperate with the relevant organization's investigation and mediation.