At NovusGoal, we want you to feel confident when shopping with us. If something isn’t right with your order, please contact us and we’ll review the issue and work with you on an appropriate solution.

This Return & Refund Policy explains how returns, refunds, cancellations, and replacements are handled.

Because NovusGoal serves customers throughout Europe and internationally, this policy is subject to applicable consumer protection laws. Nothing in this policy limits any statutory rights you may have under the laws of your country.

1. Returns and the 14-Day Withdrawal Period

If you are a consumer in the European Union or European Economic Area, you may generally have a 14-day right of withdrawal when purchasing products online, without having to give a reason.

The withdrawal period generally begins on the day you, or a person you have designated other than the carrier, receives the goods.

If you wish to exercise this right, please contact us within the applicable 14-day period and follow the return instructions we provide.

For customers outside the EU/EEA, returns are handled according to the applicable laws and the terms of this policy.

2. Condition of Returned Products

Where a return is permitted, we ask that products be returned in good condition.

Ideally, the product should:

  • Be unused;
  • Be in its original packaging;
  • Include all components and materials supplied with the order;
  • Not show signs of damage or misuse;
  • Be accompanied by your order number or other proof of purchase.

However, for EU/EEA consumers exercising a statutory right of withdrawal, you may be responsible for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning, where permitted by applicable law.

3. Sealed Dietary Supplements and Hygiene Products

Because NovusGoal sells dietary supplements and wellness products, some products may be subject to statutory exceptions to the right of withdrawal once their protective seal has been opened.

For example, a sealed supplement that has been unsealed after delivery may no longer be suitable for return for health-protection or hygiene reasons.

Where this statutory exception applies, the withdrawal right may no longer be available once the seal has been broken.

This provision does not affect your statutory rights concerning defective, damaged, unsafe, or non-conforming products.

4. Damaged, Defective, or Incorrect Products

If your order arrives:

  • Damaged;
  • Defective;
  • With a broken or visibly tampered safety seal; or
  • Different from the product you ordered,

please contact us as soon as reasonably possible.

To help us investigate the issue, we may ask you to provide:

  • Your order number;
  • A description of the problem;
  • Clear photographs of the product;
  • Photographs of the packaging;
  • Photographs of the shipping label, where relevant.

Although we appreciate being notified promptly, we will not impose an arbitrary 48-hour reporting deadline where doing so would restrict a mandatory statutory consumer right.

If a product is defective or does not conform to the contract, we will provide the remedy required by applicable law.

5. How to Request a Return

If you would like to return an eligible product:

  1. Contact our customer support team using the contact details provided on our Website.
  2. Include your order number and the reason for your request.
  3. If applicable, we will provide return instructions.
  4. Return the product using the instructions provided.
  5. Keep your shipping receipt or tracking information until your return has been resolved.

Please do not send a return to our registered office unless we specifically instruct you to do so.

Our returns address may be different from our registered business address.

6. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return and the law applicable to your purchase.

If You Change Your Mind

For an eligible statutory withdrawal, you may generally be responsible for the direct cost of returning the product where applicable law permits and where we provided the required information before purchase.

If the Product Is Defective or We Made an Error

If the product is defective, damaged, incorrect, or otherwise does not conform to your order, we will provide the appropriate remedy and handle reasonable return costs as required by applicable law.

We will not require you to bear costs that the law requires us to cover.

7. Inspection of Returned Products

Where a return is received, we may inspect the product to confirm its condition and determine the appropriate refund or remedy.

For voluntary returns, products may need to meet the applicable return conditions described in this policy.

For statutory returns and consumer rights, we will apply the relevant legal requirements rather than automatically rejecting a return because a product has been handled.

8. Refunds

Where you are entitled to a refund, we will normally issue it to the original payment method used for the purchase.

Depending on the circumstances, a refund may include:

  • The purchase price of the returned product;
  • Applicable taxes;
  • Standard delivery charges where required by applicable law.

For an EU/EEA statutory withdrawal, we generally refund the standard delivery cost originally paid by you. If you selected a more expensive delivery option than the least expensive standard delivery method we offered, the additional amount may not be refundable where permitted by law.

9. When Will Your Refund Be Issued?

We will process refunds within the timeframe required by applicable law.

For EU/EEA withdrawals, we may, where legally permitted, wait until:

  • We receive the returned goods; or
  • You provide evidence that you have sent the goods back,

whichever occurs first.

Once we issue the refund, the time it takes for the money to appear in your account may depend on your bank, card issuer, or payment provider.

10. Order Cancellations

If you change your mind about an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched, you may need to use the applicable return or withdrawal process.

For EU/EEA consumers, statutory cancellation and withdrawal rights remain available where applicable, regardless of whether an order has already been dispatched.

11. Undeliverable or Refused Orders

An order may be returned to us if delivery cannot be completed because of circumstances such as:

  • An incorrect or incomplete delivery address;
  • Failure to collect the package;
  • Refusal to accept delivery;
  • Refusal to pay applicable import charges where those charges are legally payable by the recipient;
  • Destination-country restrictions.

If this happens, we will review the circumstances and determine the appropriate refund or other remedy in accordance with applicable law.

Where legally permitted, reasonable costs resulting from an incorrect address or other customer-caused delivery issue may be deducted from a refund.

We will not deduct amounts where doing so would unlawfully restrict a consumer’s statutory rights.

12. Exchanges

We do not currently guarantee direct product exchanges.

If you would like a different product, you may need to return the original product where eligible and place a new order.

Where a product is defective, incorrect, or otherwise covered by statutory consumer remedies, we will provide the remedy required by applicable law, which may include replacement.

13. Non-Returnable Situations

Subject to mandatory consumer rights, certain products may not be eligible for discretionary returns.

These may include products that:

  • Have been opened where a statutory hygiene or health exception applies;
  • Have been used or consumed;
  • Have been damaged through misuse;
  • Have been altered or tampered with;
  • Are otherwise excluded from return by applicable law.

These exclusions do not remove statutory rights relating to defective, unsafe, damaged, or non-conforming products.

14. Products With Damaged or Broken Seals

Please do not consume a dietary supplement if its safety seal appears broken, damaged, or tampered with when you receive it.

Contact us promptly and provide photographs of the product and packaging so that we can investigate.

If the product was damaged or tampered with before delivery, we will assess the matter and provide the remedy required by applicable law.

15. Products That Are Expired

Please check the expiry or best-before information on your product when it arrives.

If you receive a product that is expired or otherwise appears unsuitable for use, do not consume it. Contact us as soon as possible so that we can investigate and provide an appropriate remedy where applicable.

16. Chargebacks and Payment Disputes

If you experience a problem with an order, we encourage you to contact our customer support team first so that we have an opportunity to investigate and resolve the issue.

You always retain any rights available to you through your bank, card provider, payment service provider, or applicable law.

Nothing in this section is intended to prevent you from exercising a legitimate statutory right or payment dispute right.

17. Force Majeure

In exceptional circumstances beyond our reasonable control, there may be delays in processing returns, refunds, or replacement requests.

Such circumstances may include:

  • Natural disasters;
  • Government restrictions;
  • Major transportation disruptions;
  • Customs delays;
  • Widespread system outages;
  • Pandemics or similar public emergencies;
  • Labour disputes;
  • Other extraordinary events beyond our reasonable control.

Where this happens, we will take reasonable steps to minimise the delay and resolve your request as soon as reasonably possible.

18. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business, products, procedures, or applicable legal requirements.

The latest version will always be published on this page together with the updated “Last Updated” date.

Any changes will apply from the date they are published and will not remove statutory rights that applied to purchases made before the change.

19. Contact Us

If you have a question about a return, refund, cancellation, damaged product, defective product, or replacement, please contact our customer support team.

Sanpstyle Company LLC
8 The Green, Suite A
Dover, Delaware 19901
United States

Website: https://novusgoal.com/

Customer Support Email: info@novusgoal.com

Customer Satisfaction Commitment

We want every NovusGoal order to arrive in good condition and meet your expectations.

If something goes wrong, please contact us and give us the opportunity to review the situation. We’ll aim to handle each request fairly and efficiently while respecting the consumer rights that apply to your purchase.

For customers in the EU/EEA, your statutory consumer rights always take priority over any conflicting provision in this policy.