Refund policy
Last updated: September 24, 2026
Thank you for shopping with NOVERESSA. We want every customer to feel confident when purchasing from our store. This Return and Refund Policy explains the conditions and procedures applicable to returns, exchanges, cancellations, and refunds for purchases made through our online store.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights provided under the laws applicable in your country or region.
1. Return Period
You may request a return within 14 calendar days from the date you, or a person designated by you, receives your order.
To exercise your right to return a product, you must contact us before the 14-day return period expires:
Email: contact@noveressa.com
Your request should include:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for your return, although customers exercising a statutory right of withdrawal are not required to provide a reason;
- Photographs, when the product received is damaged, defective, or incorrect.
After notifying us of your decision to return a product, you must send the item back without unnecessary delay and, where applicable, no later than 14 days after notifying us of the return.
2. Return Address
Returns must be sent to:
NOVERESSA
Spyrou Kyprianou Avenue 14
3070 Lemesos
Cyprus
Please contact us before sending any return so that our customer support team can provide the appropriate return instructions.
Products returned to another address, without sufficient identification, or sent using cash-on-delivery services may be delayed or returned to the sender.
3. Return Eligibility
To qualify for a full refund, products should generally be returned:
- In their original condition;
- Unworn outdoors;
- Clean, undamaged, and unaltered;
- With the original packaging, protective materials, and accessories whenever reasonably possible;
- Without stains, scratches, odours, or other signs of use beyond what is reasonably necessary to inspect and try on the product.
Shoes may be carefully tried on indoors on a clean and soft surface for the purpose of checking size and fit.
Customers may inspect products in the same reasonable manner they would in a physical retail store.
Where permitted by applicable law, NOVERESSA may reduce the amount refunded if the product has lost value due to handling beyond what is reasonably necessary to determine its nature, characteristics, size, or fit.
Products that have been worn outdoors, altered, damaged through misuse, or returned incomplete may not qualify for a full refund, except when the return concerns a defect, lack of conformity, or another mandatory consumer right.
4. How to Return an Item
To begin a return:
- Email contact@noveressa.com within 14 calendar days after receiving your order.
- Include your order number and identify the product you wish to return.
- Wait for our return instructions before shipping the product.
- Package the product securely to prevent damage during transportation.
- Send the package to the return address provided in our instructions.
- Keep your shipping receipt and tracking information until your refund has been successfully completed.
We strongly recommend using a shipping service that provides tracking information.
NOVERESSA cannot be held responsible for return packages that are lost before reaching the designated return address, except where applicable law does not permit responsibility to be transferred to the customer.
International returns should be correctly declared as returned merchandise. Customers must provide accurate customs information and must not deliberately misrepresent the nature or value of returned goods.
5. Return Shipping Costs
Change-of-Mind Returns
Unless applicable consumer law provides otherwise, customers are responsible for the direct cost of returning products when the return is due to:
- A change of mind;
- Selecting an incorrect size;
- Preferring another colour or model;
- Any other reason that is not the result of an error, defect, or issue attributable to NOVERESSA.
Return shipping costs are not deducted in advance. Customers are responsible for arranging and paying for the return shipment directly.
Incorrect, Damaged, or Defective Products
If you receive a product that is incorrect, damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible at:
Once the issue has been reviewed and confirmed, NOVERESSA will provide an appropriate solution in accordance with applicable law.
Depending on the circumstances, this may include:
- A replacement;
- A repair, where appropriate;
- A prepaid return label or reimbursement of reasonable return shipping costs;
- A partial refund;
- A full refund.
Please do not dispose of a damaged or incorrect product unless our customer support team specifically instructs you to do so.
6. Refunds
Once we receive your returned product, we will inspect it and notify you of the status of your refund.
Eligible refunds will be issued to the original payment method used for the purchase.
Refunds generally cannot be transferred to a different credit card, bank account, or payment method.
For customers exercising a statutory right of withdrawal within the European Union or European Economic Area, refunds will be processed without unnecessary delay and no later than 14 days after we are informed of the withdrawal.
Where permitted by law, we may withhold the refund until:
- We receive the returned goods; or
- You provide evidence that the goods have been sent back,
whichever occurs first.
For other eligible returns, we normally initiate refunds within 10 business days after receiving and inspecting the returned product.
Once we have issued the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
These processing times are controlled by the relevant financial institution and are outside NOVERESSA's control.
If more than 15 business days have passed since we confirmed that your refund was issued, please contact:
7. Original Shipping Charges
For a complete withdrawal from an order where required under applicable law, including eligible withdrawals by consumers in the European Union or European Economic Area, we will refund the cost of the least expensive standard delivery option offered at checkout.
Additional delivery costs resulting from choosing express, priority, or another delivery method that is more expensive than our standard delivery option are generally not refundable, unless otherwise required by law.
For partial returns, original shipping charges are generally not refundable unless applicable consumer law requires otherwise.
Outside mandatory statutory rights, original shipping charges are not refundable for change-of-mind returns.
If a return results from an incorrect, damaged, defective, or non-conforming product, applicable shipping charges will be handled in accordance with the relevant consumer protection laws.
8. Currency and Exchange Rates
Refunds are normally issued in the same transaction currency and through the same payment method used for the original purchase, subject to the capabilities and policies of the payment provider.
Where currency conversion is involved, the final refunded amount displayed in your account may vary due to exchange-rate fluctuations or fees charged by your bank, card issuer, or payment provider.
NOVERESSA does not control third-party currency exchange rates, conversion fees, or banking charges.
9. Exchanges
To request a different size, colour, or model, please contact:
Because product availability may change, we cannot guarantee that the replacement product, size, colour, or model you request will remain available.
In many cases, the quickest way to receive another item is to return the original product and place a new order after your return has been accepted.
Where applicable law provides customers with rights to repair or replacement for defective or non-conforming goods, those statutory rights remain unaffected.
10. Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If your product is damaged, defective, incorrect, or if an item is missing from your order, please contact:
Your message should include:
- Your order number;
- A clear description of the issue;
- Clear photographs of the product;
- Photographs of the shipping packaging and shipping label, when relevant.
Reporting an issue promptly helps us investigate the matter with the applicable shipping carrier or fulfilment provider.
However, a delay in contacting us does not eliminate any mandatory legal rights available to you under applicable consumer law.
Minor variations in product colour caused by lighting, photography, screen settings, or display differences are not normally considered defects, provided that the product remains materially consistent with its description.
11. Order Cancellations and Address Changes
If you need to cancel an order or correct your delivery address, please contact us immediately at:
We will make reasonable efforts to accommodate your request.
However, cancellations and address changes cannot be guaranteed once an order has entered processing or has already been shipped.
If your order has already been dispatched, you may need to receive the package and follow the return procedure described in this policy.
Customers are responsible for providing a complete and accurate shipping address during checkout.
Where permitted by law, additional costs resulting from an incorrect or incomplete address provided by the customer may be charged to the customer.
12. Refused and Unclaimed Deliveries
If a customer refuses delivery or fails to collect a package without previously exercising a valid cancellation or withdrawal right, the package may be returned to us by the shipping carrier.
Where permitted by applicable law, reasonable costs associated with shipping, return transportation, customs, or handling resulting from an unjustified refusal or failure to collect the package may be deducted from the refund.
This provision does not apply when delivery is refused because:
- The package is visibly damaged;
- An incorrect product was sent;
- The customer is exercising a mandatory consumer right.
13. Sale, Promotional, and Liquidation Items
Products purchased during sales, promotional events, clearance campaigns, or liquidation sales remain covered by this Return and Refund Policy and by all mandatory consumer rights.
Purchasing a product at a discounted or promotional price does not remove the customer's rights concerning defective, incorrect, or non-conforming products.
Gift cards and store credit are generally not refundable for cash unless otherwise required by applicable law.
14. Customs Duties, Import Taxes, and International Returns
Customers may be responsible for customs duties, import taxes, or similar government charges applicable to their order, as explained during the purchasing process or in our Shipping Policy.
The treatment of customs duties and import taxes following a return may depend on:
- The country of destination;
- The method used to collect the charges;
- The applicable customs authority;
- Local legislation.
Where duties or taxes have been paid directly to a customs authority, carrier, or other third party, customers may need to contact the relevant organization directly to request reimbursement.
NOVERESSA cannot guarantee reimbursement of customs duties, taxes, or charges collected and retained by third parties.
Nothing in this section limits any refund or reimbursement that NOVERESSA is legally required to provide.
15. European Union and European Economic Area Consumers
Consumers located in the European Union or European Economic Area generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without having to provide a reason.
After notifying us of your decision to withdraw from the purchase, the goods must generally be returned within an additional 14-day period.
This withdrawal right is separate from your statutory rights concerning faulty, defective, or non-conforming products.
Products that are faulty, do not correspond to their description, or otherwise fail to conform to the sales contract remain subject to the mandatory legal remedies and guarantee periods provided under applicable European Union and national consumer legislation.
16. Mandatory Consumer Rights
This policy describes the contractual return conditions provided by NOVERESSA.
It does not exclude, restrict, modify, or replace any mandatory consumer protection rights available under applicable law.
If the consumer protection laws applicable in your country provide rights, remedies, or protections that are more favourable than the conditions described in this policy, those mandatory legal provisions will apply.
If any provision of this policy is determined to be invalid, unlawful, or unenforceable, that provision will be interpreted or limited only to the extent necessary, without affecting the validity of the remaining provisions.
17. Contact Information
For questions regarding returns, cancellations, exchanges, or refund requests, please contact:
NOVERESSA
Spyrou Kyprianou Avenue 14
3070 Lemesos
Cyprus
Email: contact@noveressa.com
MODEL WITHDRAWAL FORM — EU/EEA CONSUMERS
Complete and submit this form only if you wish to withdraw from your purchase contract.
You may also send us any other clear statement communicating your decision to withdraw.
To:
NOVERESSA
Spyrou Kyprianou Avenue 14
3070 Lemesos
Cyprus
contact@noveressa.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Product or products:
Ordered on:
Received on:
Consumer's full name:
Consumer's address:
Consumer's signature, only if submitted on paper:
Date: