REFUND & RETURN POLICY

At NOVARA Brussels, we want you to feel confident when placing your order. If your purchase is not right for you, you may request a return in accordance with the conditions below.

1. 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days from the day you, or a third party designated by you, receives the goods, without having to provide a reason.

To exercise your right of withdrawal, please contact us at:

info@novara-brussels.be

Your request must be sent within the 14-day withdrawal period and clearly indicate your decision to withdraw from the purchase.

Once you have notified us, the product must be returned within 14 days.

Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.

2. Return Conditions

To be eligible for a return, the item must be:

• unworn and unused, except for reasonable handling necessary to inspect the product;

• returned in its original condition;

• complete with all original tags, accessories and packaging supplied with the product;

• free from stains, damage, alterations, perfume, deodorant, make-up, excessive hair or other signs of use beyond what is necessary to inspect the item.

For clothing, we recommend trying garments on carefully and keeping all tags attached until you have decided to keep the item.

We reserve the right to reduce the amount refunded if the value of the product has been diminished as a result of handling beyond what is reasonably necessary to establish its nature, characteristics and fit.

3. How to Request a Return

Before returning an item, please contact our Customer Care team at:

info@novara-brussels.be

Please include:

• your order number;

• the item you wish to return;

• your name and contact details;

• and, where relevant, photographs if the item arrived damaged, defective or incorrect.

We will provide you with the appropriate return instructions and return address.

Please do not send a return to any address without first contacting us and receiving the applicable return instructions.

4. Return Shipping Costs

Unless the product is defective, damaged on arrival, incorrect, or otherwise covered by mandatory consumer protection rules, the direct cost of returning the product is the responsibility of the customer.

We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been processed.

NOVARA Brussels cannot be held responsible for a return parcel lost in transit before it reaches the designated return location.

Where a product is defective, damaged on arrival or incorrect, please contact us before returning it so that we can provide the appropriate solution.

5. Damaged, Defective or Incorrect Items

Please inspect your order as soon as reasonably possible after delivery.

If your item arrives damaged, defective, or if you receive the wrong product, contact us promptly at info@novara-brussels.be with your order number and clear photographs showing the issue.

We will assess the situation and provide an appropriate solution in accordance with applicable consumer law.

Your statutory rights regarding defective or non-conforming goods remain unaffected.

6. Refunds

Once your returned item has been received and inspected, we will confirm the outcome of your return.

Where a refund is due, it will be issued using the same payment method used for the original transaction, unless otherwise expressly agreed.

For a valid exercise of the EU right of withdrawal, we will reimburse the payments received from you, including the cost of the least expensive standard delivery method offered for the original order, where required by applicable law.

Any additional delivery costs resulting from your choice of a more expensive delivery method are not refundable where permitted by law.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Please note that your bank or payment provider may require additional processing time before the refund appears on your account.

7. Exchanges

We do not guarantee direct exchanges.

If you would like another size, colour or product, please contact info@novara-brussels.be. Depending on availability and the circumstances of your order, our Customer Care team will advise you on the most appropriate solution.

8. Non-Returnable Items

Certain products may be excluded from the right of withdrawal where permitted by applicable law, including, for example:

• personalised or made-to-order products;

• products that cannot be returned for hygiene or health-protection reasons once a legally relevant seal has been removed;

• gift cards or other items excluded by applicable legislation.

Any applicable exclusion will be clearly indicated where relevant.

9. Orders Returned Due to Customer Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

If an order cannot be delivered because of an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel, please contact us.

Any refund or reshipment will be handled in accordance with applicable consumer law and may take into account reasonable costs actually incurred where legally permitted.

10. Customer Care

NOVARA Brussels provides European customer care in English, French and Dutch.

For questions regarding a return, refund or order, please contact:

NOVARA Brussels
Operated by EGS SRL
Scheestraat 145
1703 Schepdaal
Belgium

VAT: BE0467.166.945
Email: info@novara-brussels.be
Phone: +32 477 33 06 50

11. Legal Notice

This Refund & Return Policy is intended to complement, and not replace or restrict, any mandatory consumer rights available under applicable Belgian and European Union law.

Where mandatory consumer protection legislation provides rights that are more favourable to the consumer than the provisions of this policy, those mandatory rights will apply.

Last updated: September 2026