Refund policy

1. General Policy

Due to the consumable nature of dietary supplements, opened products are generally not eligible for standard returns or refunds except:

• under our qualifying 60-Day Money-Back Guarantee;
• if the product received is materially damaged, defective, or incorrect; or
• where a refund, replacement, cancellation, or other remedy is required by applicable law.

Nothing in this policy limits any mandatory consumer rights that cannot legally be waived.

2. Novea 60-Day Money-Back Guarantee

Novea offers a conditional 60-Day Money-Back Guarantee on qualifying first orders.

The purpose of this guarantee is to allow qualifying first-time customers to consistently use the product for the intended trial period before evaluating their experience.

This Guarantee is a voluntary promotional guarantee and is separate from any statutory rights available under applicable law.

3. First Order Only

The Novea 60-Day Money-Back Guarantee applies only to the customer's first qualifying purchase.

It does not apply to:

• second subscription shipments;
• second subscription payments;
• subsequent subscription renewals;
• repeat orders;
• replacement orders;
• additional orders;
• orders previously refunded;
• orders from unauthorized resellers; or
• additional purchases made after a customer's first qualifying order.

The Guarantee may only be claimed once per customer.

For fraud-prevention purposes, Novea may reasonably consider information such as customer identity, household, shipping address, payment information, account information and prior Guarantee claims when determining eligibility.

4. Required 60-Day Use

To qualify for the Guarantee, the customer must genuinely use the product according to the recommended serving instructions.

Where the recommended serving is two (2) capsules per day, the customer must have used:

This represents a minimum of 120 capsules used according to the product directions.

A customer who has not completed the required 60-day usage period does not qualify for the promotional 60-Day Money-Back Guarantee.

5. Product Quantity

The qualifying initial order must contain sufficient product to permit completion of the required 60-day trial.

Where the recommended serving is two capsules per day, a qualifying trial requires a minimum supply of 120 capsules.

Offers containing less than the required 60-day supply are not eligible for this Guarantee unless expressly stated otherwise on the applicable offer.

6. Claim Period

A Guarantee claim may be submitted after the customer has completed the required sixty (60) days of use.

Claims should normally be submitted between Day 60 and Day 70 following confirmed delivery of the qualifying order.

Requests submitted substantially outside this period may be denied unless otherwise required by applicable law.

7. Evidence Required

To qualify for a refund under the Guarantee, the customer must provide reasonable evidence that the required trial has been completed.

Novea may request:

• full name;
• email address associated with the purchase;
• qualifying order number;
• date the customer began using the product;
• written confirmation that two capsules per day were used for at least sixty days;
• clear photographs of the qualifying Novea bottles or containers;
• photographs reasonably showing that at least 120 capsules have been removed from the qualifying containers;
• photographs of the product labels;
• lot or batch information where visible; and
• where reasonably necessary for verification, a photograph of the qualifying containers next to a handwritten note displaying the order number and current date.

For example, where two qualifying bottles each originally contained sixty capsules, photographs showing the two qualifying containers empty or substantially empty may be used as supporting evidence.

Novea may request additional reasonable verification where submitted evidence is incomplete, inconsistent or potentially fraudulent.

8. Keep the Product Containers

Customers intending to make a Guarantee claim should retain the original bottles, containers, labels and any remaining product until their claim has been resolved.

If the customer disposes of all relevant containers or packaging before submitting a claim, Novea may be unable to verify eligibility.

9. Return of Remaining Product

Novea may require remaining, unused or unopened qualifying products to be returned before a Guarantee refund is completed.

If a physical return is required, Novea will provide return instructions.

Do not send products to our corporate or registered address unless specifically instructed to do so by Novea support.

10. Refund Amount

If an eligible Guarantee claim is approved, Novea will refund the amount actually paid for the qualifying product order.

Unless otherwise required by applicable law:

• free gifts have no cash refund value;
• complimentary products have no cash refund value;
• promotional bonus bottles have no separate cash refund value;
• expedited shipping fees are non-refundable;
• shipping protection fees are non-refundable;
• customs duties are non-refundable; and
• other optional services already performed are non-refundable.

A refund cannot exceed the amount actually paid by the customer to Novea for the qualifying order.

11. Subscriptions and the Guarantee

A subscription may renew while the customer is completing the 60-day trial.

The existence of the Guarantee does not automatically pause or cancel an active subscription.

Customers who do not want another shipment must cancel their subscription separately in accordance with our Subscription Cancellation Policy.

12. Second and Subsequent Subscription Payments

Except where otherwise required by applicable law, subscription renewal payments that have already been validly processed are final and non-refundable merely because the customer forgot or failed to cancel the subscription before the renewal date.

This specifically includes the second subscription payment.

Cancellation stops future renewals but does not normally reverse a renewal that was already processed before cancellation became effective.

13. Abusive or Fraudulent Claims

Novea reserves the right, acting reasonably and in good faith and subject to applicable law, to reject a promotional Guarantee claim where there is reasonable evidence of fraud, manipulation or material abuse.

Examples may include:

• failure to complete the required trial period;
• failure to use the required minimum quantity;
• false or inconsistent information;
• photographs that do not correspond with the qualifying order;
• altered or fabricated photographs;
• reused photographs;
• photographs obtained from another person or online source;
• duplicate refund requests;
• multiple Guarantee claims by substantially the same customer;
• attempts to obtain both a Novea refund and a chargeback refund for the same transaction;
• a previous refund for the same transaction;
• inability to verify the qualifying purchase;
• unauthorized resale;
• intentional manipulation of the Guarantee; or
• refusal to provide reasonable information necessary to verify an otherwise questionable claim.

Novea will not arbitrarily reject an otherwise valid Guarantee claim.

14. Health or Adverse Reactions

Do not continue taking a dietary supplement merely to qualify for this Guarantee if you experience an adverse or unexpected reaction.

Stop use and seek appropriate medical advice.

Health, product-quality, contamination, defect and safety complaints may be handled separately from the promotional 60-Day Money-Back Guarantee.

15. Damaged, Defective or Incorrect Products

If you receive a materially damaged, defective or incorrect product, contact:

support@thenovea.shop

as soon as reasonably possible.

We may request:

• your order number;
• photographs of the product;
• photographs of the packaging;
• photographs of the shipping label; and
• lot or batch information.

Depending on the circumstances, we may provide a replacement, refund or other appropriate remedy.

16. One-Time Order Cancellation

One-time purchases do not automatically renew.

If you wish to cancel a one-time order, contact:

support@thenovea.shop

as soon as possible.

We will make reasonable efforts to stop an order that has not entered fulfillment.

However, fulfillment may begin quickly and cancellation cannot be guaranteed after processing or shipment has begun.

Mandatory cancellation rights provided by applicable law remain unaffected.

17. Chargebacks

If you believe that a charge is incorrect, please contact us first at:

support@thenovea.shop

A customer cannot receive both a merchant refund and a successful payment-provider reimbursement for the same transaction.

Where a chargeback concerning the same transaction is already pending, Novea may suspend consideration of a voluntary Guarantee claim until the payment dispute has been resolved.

Nothing in this section restricts payment-dispute rights provided by applicable law.

18. Contact