RETURNS AND REFUNDS POLICY
RETURNS AND REFUNDS POLICY
Last updated: 17 May 2026
This policy applies to orders placed on trynovelia.com.
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STATUTORY RIGHT OF WITHDRAWAL
Consumer customers have a statutory period of 14 days from the date they receive their order to exercise their right of withdrawal, subject to any applicable legal exceptions.
To exercise this right, the customer must contact us at:
The customer must provide their order number, name, email address and a clear statement confirming their wish to withdraw from the purchase.
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RETURN CONDITIONS UNDER THE RIGHT OF WITHDRAWAL
To be accepted under the right of withdrawal, the product must be returned:
Unused
Unopened
Unsealed packaging must remain intact
Complete
In its original packaging
In a condition suitable for resale
For hygiene and safety reasons, food supplements that have been opened, used or unsealed cannot be returned under the right of withdrawal.
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60-DAY MONEY-BACK GUARANTEE
In addition to the statutory right of withdrawal, Novelia offers a commercial 60-day money-back guarantee on its Rhodiola Rosea capsules.
This guarantee allows customers to request a refund within 60 days of receiving their order.
To make a claim under this guarantee, the customer must contact customer service at:
The message must include:
The order number
The email address used when placing the order
A brief explanation of the request
The money-back guarantee is limited to one claim per customer and per household.
This guarantee applies exclusively to orders placed on trynovelia.com.
Any return shipping costs remain the customer’s responsibility, unless we made an error or the product was received damaged.
This commercial guarantee does not affect the customer’s statutory rights.
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RETURN PROCEDURE
Before returning any product, the customer must contact our customer service team at:
Our team will provide the return instructions by email.
No return address should be used without prior confirmation from customer service.
No product should be returned before contacting customer service.
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RETURN ADDRESS
The return address will be provided by email after the customer has contacted customer service.
This procedure ensures that the return is sent to the correct location and helps prevent loss or processing errors.
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RETURN SHIPPING COSTS
Return shipping costs are the customer’s responsibility, unless we made an error or the product was received damaged.
We recommend using a tracked delivery service. We cannot be held responsible for any return parcel that is lost or not delivered.
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REFUNDS
Once the return and/or refund request has been received and reviewed, we will notify the customer by email whether the refund has been approved or rejected.
If the refund is approved, it will be issued to the payment method used when placing the order.
The time required for the refund to appear in the customer’s account depends on their bank or payment service provider.
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DAMAGED, INCORRECT OR INCOMPLETE PRODUCTS
If the customer receives a damaged, incomplete or incorrect product, they must contact our customer service team as soon as possible at:
The message must include:
The order number
A description of the issue
Photographs of the product received
Photographs of the parcel, where necessary
After reviewing the request, we may offer an appropriate solution, such as a replacement, reshipment or refund.
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ORDERS THAT HAVE ALREADY BEEN DISPATCHED
An order that has already been dispatched can no longer be cancelled immediately. The customer must wait until the parcel has been received and then follow the return procedure, provided the applicable conditions are met.
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ORDER CHANGES OR CANCELLATIONS
For any request to change or cancel an order, the customer must contact us within 12 hours of placing the order at:
After this period, we cannot guarantee that the order can be changed or cancelled.
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CONTACT
For any questions regarding a return or refund, please contact us at: