Terms and Conditions
General Terms and Conditions of Sale (GTCS)
These General Terms and Conditions of Sale govern the sales of products made on the website Support@novaia-officiel.com. They apply to any order placed by the customer via the website. By placing an order, the customer fully and unreservedly accepts these conditions.
The products offered for sale on the Support@novaia-officiel.com website are high-quality products. Product photos are for illustrative purposes only. We strive to represent the products as accurately as possible; however, the color of items may vary slightly depending on your screen settings.
The customer must create an account or provide necessary information to complete the order. After order validation, a confirmation email will be sent. Novaia-Officiel reserves the right to refuse an order if the information provided is incorrect or incomplete.
Product prices are indicated on the site in [currency] and include all applicable taxes. Novaia-Officiel reserves the right to modify prices at any time. However, the prices applied will be those in effect at the time of the order, and not those displayed at the time of consultation.
Payment for products is made directly on the site via secure methods such as bank cards or recognized third-party payment platforms. All transactions are secured by an SSL encryption system. Payment is due immediately upon order.
Delivery times vary depending on the delivery location and product availability. Novaia-Officiel strives to deliver products within the times mentioned on the site. Shipping costs are calculated based on the delivery address and are added to the total amount of the order.
In accordance with current legislation, the customer has a period of 14 days from receipt of the order to return products, without justification. The product must be returned in its original condition, unworn and undamaged.
Returned products must be in their original packaging and in impeccable condition. Return shipping costs are the responsibility of the customer, except in the case of a defective product or an error on our part. A full refund, excluding shipping costs, will be issued within 14 days of receiving the return.
Novaia-Officiel cannot be held responsible for damages resulting from the use of products after delivery or incorrect information provided by the customer during the order.
Novaia-Officiel cannot be held responsible for any delay or non-delivery due to an event of force majeure, such as a strike, a natural disaster, or an interruption of transport services.
Novaia-Officiel reserves the right to modify these General Terms and Conditions of Sale at any time. Modifications will be published on this page and will come into effect immediately after their publication.
Shipping Protection (Paid Option)
Shipping Protection is an optional feature, voluntarily added by the customer during the ordering process.
1. What is covered
The Protection covers packages that are lost, stolen, or damaged during transit, meaning packages whose carrier tracking never shows a "Delivered" status within the expected timeframe, or packages that arrive damaged with photo proof.
In case of coverage, NOVAÏA will proceed with the reshipment of an identical product. No monetary refund will be issued: the Protection grants the right to a new shipment of the order.
2. Conditions
- The Protection must have been subscribed to and paid for at the time of the order. Without subscription, no coverage is possible in case of loss, theft, or damage.
- Coverage requires proof of non-delivery: the carrier tracking must not indicate "Delivered". For damage, a photo of the product and the package is required.
- Any claim must be made within 25 days from the shipping date. After this period, no claims will be accepted.
3. Package indicated as "Delivered"
If the tracking indicates a "Delivered" status, the Protection does not apply. NOVAÏA will contact the carrier to obtain proof of delivery (date, time, location, signature, or photo) and forward it to the customer. As the package is delivered according to the carrier, the dispute then falls solely within the relationship between the customer and the carrier.
4. Exclusions
- packages whose tracking indicates "Delivered";
- address errors attributable to the customer;
- claims made after the 25-day deadline;
- orders without subscribed Protection;
- damage without photo proof.
NOVAÏA reserves the right to refuse any claim showing signs of fraud or bad faith, and to limit the Protection to one claim per customer.