Refund policy

RETURNS & REFUNDS POLICY

This policy explains your right to cancel an order and how we handle returns, damaged items and refunds. It does not limit any rights you have under the consumer law of your country of residence.

1. RIGHT OF WITHDRAWAL (14 DAYS)

If you are a consumer in the European Union or Switzerland, you may withdraw from your purchase within 14 days of the day you, or someone you name other than the carrier, receive the goods. You do not need to give a reason.

To withdraw, send us a clear statement by email to contact@novapluslabs.com with your name, order number and the items concerned, before the 14 days have passed. You may use the model form below, but you do not have to.

2. EXCEPTIONS

The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This covers vials, pens, nasal sprays and any product whose seal, cap or sterile packaging has been opened or broken.

The right of withdrawal also does not apply to goods made to your specifications or clearly personalised, including compounded items prepared for your order.

3. HOW TO RETURN

Send unopened items back to us within 14 days of telling us that you are withdrawing. Products must be returned unopened, with seals intact and in their original packaging, and kept at 2°C to 8°C until shipped. You pay the direct cost of returning the goods.

Return address: NovaPlus Labs, Dörflistrasse 50, 8050 Zürich, Switzerland. Please contact us before sending anything so we can confirm the return.

4. REFUNDS

Once you withdraw, we refund all payments received for the returned items, including the standard delivery cost, within 14 days of receiving your withdrawal statement. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

We refund using the same payment method you used for the order, unless you agree otherwise. You will not be charged any fee for the refund.

5. DAMAGED, INCORRECT OR MISSING ITEMS

If your order arrives damaged, incomplete or incorrect, email us within 48 hours of delivery at contact@novapluslabs.com with your order number and photographs of the item and packaging. We will send a replacement or refund the affected items at no cost to you. Reporting within 48 hours helps us resolve the case quickly; it does not remove your statutory warranty rights for faulty goods.

6. MODEL WITHDRAWAL FORM

To NovaPlus Labs, Dörflistrasse 50, 8050 Zürich, Switzerland, contact@novapluslabs.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods: ____
Ordered on / received on: ____
Order number: ____
Name: ____
Address: ____
Date: ____

NovaPlus Labs
Dörflistrasse 50, 8050 Zürich, Switzerland
contact@novapluslabs.com