Refund
policy
What comes back. When. Where.
Full policy.
When a refund applies
This Refund Policy explains when GENEL NØVA (“we”, “us” or “our”) issues refunds for consumer orders placed through genelnova.com.
It applies together with our Terms of Service, Returns & Claims and Shipping & Payment. Nothing in this policy limits mandatory consumer rights.
The exact remedy depends on the reason for the refund and applicable consumer law.
14-day withdrawal
Subject to statutory exceptions, consumers may withdraw from an online purchase within 14 calendar days from physical receipt of the goods.
To exercise withdrawal, send an unequivocal statement to info@genelnova.com before the deadline or use the withdrawal form on our website. After notifying us, return the goods without undue delay and no later than 14 calendar days after the notification.
Detailed return instructions are in Returns & Claims.
What we refund
For withdrawal from the entire order, we refund:
- The amount actually paid for the returned goods.
- The cost of the least expensive standard outbound delivery option that was available for the order.
If you selected a more expensive delivery method, such as express delivery, we do not have to refund the difference above the least expensive standard delivery price unless applicable law requires otherwise.
For withdrawal from only part of an order, we refund the amount actually paid for the returned goods. Outbound delivery is adjusted only where required by law or where the original delivery charge would have been lower for the goods retained.
We do not deduct payment-processing or administrative fees from a statutory refund.
Delivery & return costs
Unless we expressly offer free returns, the customer bears the direct cost of returning goods following a change-of-mind withdrawal, provided this was disclosed before purchase.
Use suitable packaging and keep proof of dispatch. If we provide a return label, its instructions will state whether its cost is paid by us or deducted only where legally permitted.
Handling & value deductions
You may inspect and handle goods only as necessary to establish their nature, characteristics and functioning, in the same way you reasonably could in a physical store.
If handling goes beyond what is necessary and reduces the value of the goods, we may make a proportionate, evidenced deduction from the refund where permitted by law. We will explain any deduction.
Original packaging should be used where reasonably possible to protect the goods, but missing or opened outer packaging does not automatically eliminate the withdrawal right.
Withdrawal exceptions
The right of withdrawal does not apply where a statutory exception applies, including, where relevant:
- Sealed goods that are not suitable for return for health-protection or hygiene reasons and were unsealed after delivery.
- Goods made to the customer’s specifications or clearly personalised.
- Goods liable to deteriorate or expire rapidly.
- Goods that, because of their nature, became inseparably mixed with other goods after delivery.
- Other cases expressly excluded by applicable law.
We apply an exception only when the specific product and its presentation satisfy the legal conditions. A generic “opened products cannot be returned” rule does not apply.
Product-specific restrictions are shown clearly before purchase.
Damaged or non-conforming goods
If a product arrives incorrect, damaged or not in conformity with the contract, contact info@genelnova.com with the order number and a description of the problem. Photographs may help us resolve transit damage efficiently, but a reasonable request for evidence does not remove statutory rights.
Depending on the circumstances and applicable law, the consumer may be entitled to repair or replacement, a proportionate price reduction or termination of the contract. An immediate full refund is not automatically the first remedy in every conformity case, but it will be provided where the legal conditions for termination or refund are met.
Where a refund or price reduction is legally due:
- We refund the applicable product amount.
- We refund or bear necessary delivery and return costs as required by law.
- No administration or restocking fee is charged.
The Spanish statutory liability period for lack of conformity of goods is generally three years from delivery, subject to the nature of the product and applicable law. This is separate from the 14-day withdrawal right.
Lost or cancelled orders
When we cancel an order
If we reject or cancel all or part of an order before dispatch because of product unavailability, a failed compliance check, a genuine legal or destination restriction, an obvious pricing error, a safety issue or another legitimate reason stated in our Terms of Service, we refund every amount charged for the cancelled item or order without undue delay.
If only part of the order is cancelled, we also refund any delivery charge that no longer applies because of that cancellation.
Lost, undelivered or materially delayed orders
For consumer orders, the risk of loss or damage normally remains with us until you, or a nominated third party other than the carrier, physically receive the goods.
If a parcel is confirmed lost before delivery, we may offer a replacement. If a refund is chosen or legally required, we refund the amount paid for the affected goods and the applicable delivery charge.
If delivery does not occur within the agreed period or, where no other period was agreed, within the statutory maximum period, the consumer may give us an appropriate additional period. If delivery still does not occur, or where the law permits immediate termination, we refund the amounts paid for the terminated order without undue delay.
Refused, unclaimed or incorrectly addressed parcels
Refusing delivery or failing to collect a parcel does not automatically complete a withdrawal request. Contact info@genelnova.com so that the correct process can be recorded.
Where a parcel is returned because the customer provided a materially incorrect address, unreasonably refused delivery or failed to collect it after reasonable notice, we may deduct only direct and evidenced costs that the law permits us to charge.
We do not make deductions where the return resulted from our error, carrier error for which we remain responsible, damage, non-conformity or another circumstance for which the customer is not responsible.
Shipping Protection
Optional Shipping Protection is governed by its own page. It does not replace or reduce our statutory responsibility before delivery risk transfers to the consumer.
Where the law already requires us to refund or replace a lost or damaged order, buying Shipping Protection is not a condition for receiving that remedy.
Partial returns, bundles & discounts
Refunds are based on the amount actually paid, not the undiscounted list price.
For a promotion applied across several items, the discount is allocated proportionately unless the offer’s lawful terms state another clear allocation. The refund for a returned item is calculated using its allocated paid price.
If a bundle discount depended on keeping all bundle items, we may recalculate the retained items only where that consequence was made clear before purchase and the result is fair and legally permitted.
If a free gift was conditional on a purchase that is fully withdrawn, the gift must also be returned unused where legally permitted. If it is not returned, we may deduct only its disclosed value where lawful.
Loyalty points
Redeemed Nøva Points are restored where operationally and legally appropriate; points earned from a refunded purchase may be removed.
A refund will not exceed the monetary amount actually paid plus any amounts that must be returned by law.
Refund method
- Issued
- To the original payment method.
- Timing
- Within the legal deadline.
- Posting
- Your bank may need extra time.
Refunds are made using the same payment method used for the original transaction, unless the customer expressly agrees to another method and incurs no additional cost.
We will never ask for card details by ordinary email to return a card payment. If the original payment method is unavailable or a refund fails, we will contact the customer and use a secure verification process to agree a lawful alternative.
Cash, bank transfer or store credit will not be substituted for the original payment method without the customer’s agreement, except where technically or legally necessary.
When we issue the refund
For a valid withdrawal, we issue the refund without undue delay and no later than 14 calendar days after being informed of the withdrawal.
We may withhold the refund until whichever of these happens first, unless we offered to collect the goods:
- We receive the returned goods.
- The customer provides evidence that the goods were sent back.
For order cancellations, duplicate charges, agreed price reductions, non-delivery or termination for lack of conformity, refunds are issued without undue delay and within the applicable statutory period.
Bank and payment-provider processing time
The date we issue a refund is not always the date it appears in your account. Banks, card issuers and payment providers may need additional processing time.
The expected posting time for each active payment provider will be stated here once confirmed.
[Verified payment-provider posting times — to be confirmed.]
If the refund is not visible after the stated processing period, contact info@genelnova.com with the order number. We can provide the refund reference where available.
Taxes, duties & chargebacks
Taxes, duties and customs charges
Taxes collected by us as part of the refunded sale are refunded where legally applicable.
Import duties, local taxes or customs-clearance fees paid directly by the customer to a public authority, carrier or customs broker are not held by GENEL NØVA and may need to be reclaimed from that party. We will provide reasonable order documentation where available.
Chargebacks and duplicate recovery
Contacting us first is usually the fastest way to resolve a refund issue, but nothing in this policy removes any lawful right to contact a card issuer or payment provider.
A customer may not recover the same amount twice through both a GENEL NØVA refund and a chargeback or payment dispute. If a payment dispute is already open, the payment provider’s process may control how the funds are returned.
Contact & refund support
To request or trace a refund, contact:
- GENEL NØVA S.L.
- [REGISTERED ADDRESS]
Please include:
- Order number.
- Email address used for the order.
- Products concerned.
- Reason for the request.
- Relevant evidence, where reasonably necessary.
Do not send complete card details or sensitive payment credentials by email.
Same method. No hidden fees.
Clear amount. Clear timing. Statutory rights intact.