Return Policy

We want you to absolutely love your Hoverpen, and we’re confident you will. But if, after receiving and inspecting your Hoverpen, you change your mind, you can return it within 14 days, as long as it’s unused and in its original condition and packaging.

Bought it as a gift? No problem. If the recipient doesn’t need it or it’s not the right fit, it can also be returned unused within the same 14-day period.

RIGHT OF WITHDRAWAL AND CONDITIONS

To be eligible for a refund, items must be returned in their original packaging and in perfect, resalable condition (unused, clean, and complete with all accessories). 
Any item that is returned damaged, soiled, or incomplete will not be refunded.

EXCEPTION FOR PERSONALIZED PRODUCTS
In accordance with Article 16(c) of the EU Consumer Rights Directive, personalized or engraved products are specifically made for you and are exempt from the right of withdrawal.
They cannot be returned or exchanged for change of mind or customer errors.

DEFECTIVE PRODUCTS AND WARRANTY

We stand behind our quality. If a product arrives defective, we will provide a free replacement.
The warranty does NOT cover damage caused by the consumer, including:
- Accidental drops or impacts.
- Misuse or use not in accordance with the product's intended purpose.
- Normal wear and tear over time.
- Minor variations in engraving depth/alignment as they are inherent to the process and are not considered defects.

If a product (including personalized items) arrives defective, please contact us immediately. Our priority is to provide a free replacement. A refund will only be issued if a replacement is unavailable. 

HOW TO RETURN

To ensure efficient processing and tracking, all returns should be notified in advance by emailing info@noviumdesign.eu.

Once you have notified us, you have an additional 14 days to ship the products back. Please note that unidentified returns (sent without prior notification or order information) may suffer processing delays or may not be identifiable, which could prevent us from issuing a refund.
1. Email us at info@noviumdesign.eu with your order number.
2. Pack the item(s) securely. Include the first and last name used for the order, and your order number (for example, NF4567) so we can identify it.
3. Send the package to: CRICEL, 356 Avenue de l’Argonne, Porte 16, 33700 Mérignac, France. 

Return shipping costs are the responsibility of the customer. We strongly recommend using a tracked shipping service.

PASSED THE 14-DAYS WINDOW?

Whether you bought your novium product in advance as a gift or simply missed the deadline, don’t worry! 
Reach out to us at info@noviumdesign.eu. As long as the product and its packaging are in perfect, brand-new condition, we will do our best to find a solution or offer an exchange.

Looking for our shipping information? Click here.