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This Service Policy is formulated in accordance with the EU Consumer Rights Directive (2011/83/EU), the E-Commerce Directive (2000/31/EC), and relevant EU member state regulations regarding services. It applies to all users (hereinafter referred to as "you") who browse, inquire, place orders for outdoor waist packs and backpacks through our official website (novaengroup.com, hereinafter referred to as the "Official Website"), as well as to subsequent services. This Policy aims to clarify the service content, standards, processes, and rights and obligations of both parties for users in the EU, protecting your legitimate rights and interests and ensuring a positive service experience. By using the Official Website services, you are deemed to have read, understood, and accepted all terms of this Policy. If you have any questions, please contact us using the contact information at the end of this Policy.
1. Pre-sales Consulting Services
We are committed to providing professional and timely pre-sales consulting support to help you understand product information and make the right purchasing decisions. Specific services are as follows:
(I) Consultation Channels and Service Hours
Online Customer Service: The "Online Customer Service" link is located on the right side of the official website homepage. We offer real-time chats Monday to Friday, 9:00 AM - 6:00 PM (EU time), excluding statutory holidays. We can provide inquiries regarding product materials (e.g., waterproof fabric specifications for outdoor backpacks), dimensions (e.g., waist pack capacity and fit), features (e.g., load system design), inventory, pricing, and promotions.
Email Inquiries: Send an email to [email protected] with the subject line "EU Pre-sales Inquiry - [Question Type]" (e.g., "EU Pre-sales Inquiry - Backpack Dimensions") and a clear description of your inquiry. We will respond within two business days. Complex technical issues may require a response time of three to five business days, but we will provide an estimated response time in advance.
Product Information Inquiries: Visit the "Product Center" section of the official website. Each outdoor waist pack and backpack product page features detailed specifications (size, weight, material, load capacity), features (waterproof rating, storage compartments), suitable scenarios (hiking, camping, daily commuting), and instructions. Product images and videos from multiple angles are also provided to help you easily understand the product details.
(II) Consulting Service Guarantee
Professionalism: All customer service staff are trained in outdoor product knowledge and EU consumer rights regulations to ensure accurate and professional consulting information. If your purchased product does not meet your needs due to an error in customer service, you can request a return within 14 calendar days of delivery under our "no-questions-asked" policy, and we will cover the return shipping costs.
Multi-Language Support: Online customer service and email consultation are available in four languages: English, German, French, and Spanish (you can specify your preferred language during consultation), ensuring seamless communication. If you require support in a language other than that of an EU member state, please notify us in advance by email, and we will coordinate assistance with customer service in the corresponding language.
2. Order Services
We provide transparent and efficient order services throughout the entire order process, including order confirmation, modification, cancellation, and progress tracking. The specific rules are as follows:
(I) Order Confirmation and Information Verification
Automatic Confirmation: After you complete payment on our website, the system will immediately generate an order number and send you an "Order Confirmation" via email. This will include the order number, product information (name, model, quantity), payment amount, delivery address, contact information, and estimated delivery time (6-8 calendar days, see the EU Shipping Policy for details).
Information Verification: If there are errors in your order information (such as the delivery address or product model), you can contact our online customer service or email us within 24 hours of completing payment to request a modification. If the order has been in the "stocking in progress" status after 24 hours, it cannot be modified directly and you will need to follow the "order cancellation" process and place a new order.
Payment Verification: If the system detects an anomaly in your payment (such as a payment made from a different location or multiple payment failures), we will send you a notification via email or SMS. The "Payment Verification Notice" requires you to provide relevant verification documents (such as screenshots of your payment card statement and proof of identity). Your order can only be processed normally after successful verification. The verification period will not exceed one business day, and the verification period is not included in the shipping time.
(II) Order Cancellation and Refund
Cancellation Conditions and Process:
If the order is in the "Pending Payment" status, the system will automatically cancel it after 24 hours without any additional action required.
If the order is in the "Paid - Waiting for Stock" status, you can request cancellation within 48 hours of payment completion by clicking "Cancel Order" in "Personal Center - My Orders" on the official website, or by emailing an "Order Cancellation Request" (specifying the order number and reason for cancellation). Upon approval, we will issue a full refund to the original payment method within 14 calendar days.
If the order has entered the "Preparing" or "Shipped" status, it cannot be canceled directly. You must apply for a return after receiving the product in accordance with the EU Return Policy.
(III) Order Progress Tracking
Official Tracking: Log in to "Personal Center - My Orders" on the official website, find the corresponding order, and view the order status (pending payment, waiting for stocking, stocking in progress, shipped, delivered) in real time. The "Shipped" status will be synchronized with the logistics tracking number and logistics provider query link (see the EU Transport Policy for details).
Progress Notification: When the order status changes (for example, from "stocking in progress" to "shipped"), the system will send you an "Order Progress Notification" via email to inform you of the current status and next steps, ensuring that you are kept informed of the order status.
3. After-Sales Support
After receiving your product, we provide comprehensive after-sales support, including product usage instructions, handling quality issues, return and exchange assistance, and warranty services to ensure your continued user experience. Details are as follows:
(I) Product Usage Guide
Instructions: All products come with a printed "User Manual" (including product care instructions, function operation instructions, and precautions). Electronic manuals are also available for download (PDF format) in multiple languages, including English and German, under the "Help Center - User Guide" section of our official website.
One-on-One Guidance: If you encounter any operational issues during use (such as adjusting the backpack's carrying system or using the waterproof zippers), you can contact our online customer service or email us to request "one-on-one guidance." Our customer service will provide step-by-step instructions via text or video call (subject to your consent). Guidance will take no longer than one business day.
(II) Quality Issue Handling
Problem Feedback and Verification: If there is a quality issue with the product (e.g., a broken shoulder strap or waterproofing failure), you may contact us within 14 days of receiving the product. Please provide your order number, a description of the issue, and supporting documentation (clear photos or videos showing the problem area and malfunction).
Refund: If you do not accept the repair or exchange, you may request a full refund. We will complete the refund within 14 calendar days of verifying the issue and will also cover the shipping costs for the return shipment.
(III) Return and Exchange Assistance
If you need to request a return or exchange, we provide comprehensive assistance:
Application Guidance: Customer Service will provide detailed information on return and exchange conditions, required documents (such as product photos and tracking numbers), and the process, and assist you in completing the application form, via online chat or email.
Progress Tracking: After submitting your return or exchange request, you can check the review progress, package delivery status (such as whether the return package has been signed for), and refund/exchange processing status in real time through Customer Service. If any delays occur, Customer Service will proactively coordinate and resolve them.
Dispute Resolution: If you are dissatisfied with the return or exchange result (e.g., if the return or exchange is rejected), you may request "Post-Sales Dispute Mediation." We will arrange for a dedicated customer service representative to contact you within three business days to review the issue and provide a solution. If no agreement is reached, you may file a complaint with the consumer protection authority of your member country, and we will actively cooperate in mediation.
4. User Account Services
To facilitate your use of official website services, we provide user account registration and management services to ensure account security and information privacy. Specific rules are as follows:
(I) Account Registration and Login
Registration Process: Go to the "Register" portal on the official website, enter your email address (as your account name), set a password (must contain uppercase and lowercase letters, numbers, and special symbols, and be ≥8 characters long), and verify your phone number (for EU mobile numbers). Submit your registration and complete the email verification process. Registration is free, and providing irrelevant personal information (such as occupation or interests) is not mandatory.
Login Methods: We support account and password login, email verification code login, and third-party login (Google, Apple ID). If an unusual device is detected during login (e.g., logging in from an unused device), a secondary verification (such as a text message verification code) will be triggered to ensure account security.
(II) Account Information Management and Privacy Protection
Information Modification: You can modify your personal information (such as contact information and delivery address) in "Personal Center - Account Settings" on the official website. The system will confirm the modification via email to ensure that the information change is yours.
Privacy Protection: Personal information stored in your account (such as delivery address and order history) will be protected strictly in accordance with the EU Privacy Policy and will only be used to provide services (such as order fulfillment and after-sales communication). It will not be disclosed to third parties. You can request to export your personal data (such as order history and address list) at any time by sending a "Data Export Request" via email. We will provide a structured data file (CSV format) within 7 business days.
Account Cancellation: You can cancel your account by email. You will need to provide your registered email address and identity verification documents. Once the cancellation is approved, all personal data in your account will be deleted or anonymized within 30 days (unless required to be retained by law). Retrieval is irreversible after cancellation. It is recommended that you back up important information (such as order history) before cancellation.
5. Service Disputes and Complaint Handling
If you are dissatisfied with or have a dispute regarding our official website service, please submit your complaint through the following channels. We will proactively handle the matter and protect your legal rights:
(I) Internal Complaint Process
Complaint Submission: Submit a "Service Complaint Application" via email, specifying the complaint type (e.g., untimely pre-sales consultation, delayed after-sales service), a detailed description of the situation, relevant supporting documentation (e.g., screenshots of communication records, order number), and your request (e.g., apology, compensation, reprocessing). The subject line should be "EU Service Complaint-Order Number XXX";
Complaint Handling: Upon receipt of a complaint, we will confirm acceptance within one business day and assign a dedicated complaints handling specialist. The specialist will investigate and verify the situation and communicate a solution to you within three business days. If the situation is complex and requires extended handling time, we will inform you of the estimated timeframe (no more than seven business days);
Result Feedback: Upon completion of the complaint handling process, we will email you a "Complaint Handling Result Letter" outlining the handling process, solution, and implementation status. If you are dissatisfied with the outcome, you may contact us within three days of receiving the letter. Request a second review within 1 business day. The review result will be the final decision.
(II) External Dispute Resolution
If the internal complaint handling results still do not meet your needs, you can seek assistance through the following official EU channels:
Consumer Protection Agency: Submit a complaint to the consumer protection agency in your EU member state (e.g., Verbraucherzentrale in Germany, DGCCRF in France). We will actively cooperate with the agency's investigation and provide relevant supporting documentation.
Online Dispute Resolution Platform: Submit a dispute through the European Commission's official Online Dispute Resolution Platform (ODR Platform, website: ec.europa.eu/odr). The platform will assist both parties in mediation. The mediation process is free and typically takes 30-60 business days.
6. Service Policy Updates and Notifications
Update Rules: We may revise this Service Policy due to changes in EU regulations, optimization of our official website services, or changes in business needs. Following each update, we will post the updated version under the "Service Policy" link at the bottom of our official website homepage, update the "Effective Date," and send a "Policy Update Notification" to registered users via email. (If you do not select "Receive Service Notifications," this will only be posted on our official website.)
Validity: The updated Service Policy will take effect from the "Effective Date." Your continued use of our official website services after the policy update constitutes your acceptance of the updated terms. If you do not accept the updated terms, you must immediately cease using our services and may request account cancellation (if you have already registered).
7. Contact Us
If you need to inquire about service issues, provide feedback, or file a complaint, please contact us through the following methods:
Official Website: novaengroup.com
Email: [email protected] (Response within 2 business days)
Service Feedback Form: Submit a form in the "Help Center - Service Feedback" section of our official website. This form includes a description of the issue and contact information. A feedback number will be automatically generated upon submission to facilitate tracking of the processing progress.
We are committed to providing high-quality, compliant official website services to users in the EU and continuously optimizing our service processes and standards. If you have any suggestions, please feel free to provide them to help us improve our service quality.