Delivery & Returns

Effective as of 01 April 2026

1. Shipping Information

1.1 Shipping Zones and Delivery Times

NovumLab ships exclusively within the European Union. We do not ship to countries outside the EU, including Switzerland, Norway, the United Kingdom, or any other non-EU country. All shipments are dispatched from our European facility via DHL.

1.2 Shipping Costs

All shipping costs are displayed transparently during checkout before the order is finalized. Shipping costs are calculated per order, not per item.

1.3 Carrier

All orders are shipped exclusively via DHL as tracked shipments with full tracking capability.

1.4 Order Processing

• Processing time: 1–2 business days (Monday–Friday, excluding public holidays).
• Cutoff time: Orders placed before 14:00 CET on a business day are typically processed the same day.
• Weekend and holiday orders: Orders placed after 14:00 CET on Friday, or on weekends and public holidays, are processed on the next business day.
• Order confirmation: You will receive an order confirmation by e-mail shortly after placing your order. This confirmation acknowledges receipt of your order. The contract is concluded upon dispatch of the goods and sending of the shipping confirmation.

1.5 Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation e-mail containing your DHL tracking number, a direct link to the DHL tracking portal, and the estimated delivery date.

2. Delivery Issues

2.1 Delayed Delivery

If your order has not arrived within the estimated delivery window:

1. Check the tracking information via the DHL tracking portal using your tracking number.
2. If no update is available or the tracking shows no movement for more than 5 business days past the estimated delivery date, contact us at support@novumlab.eu.
3. We will initiate an investigation with DHL and keep you informed.

2.2 Failed Delivery Attempts

DHL typically makes 2 delivery attempts. If delivery fails:

• You will receive a delivery notice from DHL (card or digital notification).
• Your package will be held at a local DHL service point or Packstation for 7 days.
• You may collect your package using valid identification and your tracking number.
• Packages not collected within the holding period will be returned to us. Re-shipping fees equal to the applicable shipping costs will apply.

2.3 Lost Shipments

If tracking indicates no movement for more than 10 business days after dispatch, we will file a loss claim with DHL. Upon confirmation of loss, we will either ship a replacement at no charge or issue a full refund, at your choice.

2.4 Damaged Shipments

• If the outer packaging is visibly damaged upon delivery, please note the damage on the carrier's delivery receipt and photograph the package before opening.
• Inspect the contents and contact us at support@novumlab.eu within 48 hours with photographs of both the packaging and the product.
• We will arrange a replacement shipment or issue a full refund at no additional cost to you.

2.5 Incorrect Shipping Address

Please verify your shipping address carefully during checkout.

• Before dispatch: Address changes can be made by contacting us at support@novumlab.eu within 2 hours of placing the order.
• After dispatch: Contact DHL directly for address redirection (additional fees may be charged by DHL).
• Returned packages due to incorrect address: Re-shipment will be charged at the applicable shipping rate.

3. Returns and Refunds

3.1 Right of Withdrawal (14-Day Cooling-Off Period)

How to exercise your right of withdrawal:

1. Inform us of your decision to withdraw by sending a clear statement (e.g. by e-mail or letter) to:
   E-mail: support@novumlab.eu
   Post: NovumLab Limited, Room A, 19/F, Max Share Centre, 367-373 King's Road, North Point, Hong Kong
   Phone: +4915560958550
2. You may use the model withdrawal form provided in our Terms of Service (Appendix No. 2), but this is not mandatory.
3. The withdrawal is considered timely if you send the withdrawal notice before the 14-day period expires.

3.2 Return Conditions

• Return window: 14 days from the date you received the goods.
• Product condition: Products may be returned new or slightly used, provided they are returned in a condition suitable for resale and, where possible, in their original packaging.
• Inspection and diminished value: You may inspect the product as you would in a retail store to establish its nature, characteristics, and functioning. If the product has been handled beyond what is necessary for such inspection, we may reduce the refund to reflect any diminished value.
• Return deadline: After notifying us of your withdrawal, you have an additional 14 days to send the goods back to us.

3.3 Return Shipping

• Returns are accepted for both defective and non-defective products.
• We also accept exchanges for defective and non-defective products. If you would like an exchange, please contact us before sending the item back.
• Returns and exchanges must be sent by postal mail using a tracked shipping method. We recommend DHL or a comparable carrier with tracking.
• For non-defective returns or exchanges, the customer bears the direct cost of return shipping.
• For defective, damaged, or incorrectly shipped products, NovumLab will bear the return shipping costs.
• Include your order number and name inside the return package for faster processing.

3.4 Refunds

3.5 Exceptions from the Right of Withdrawal

The right of withdrawal does not apply to:

• Goods delivered in sealed packaging that are not suitable for return due to health protection or hygiene reasons, if the seal has been removed after delivery.
• Goods that are made to the customer's specifications or clearly personalized.
• Goods that are liable to deteriorate or expire rapidly.
• Services that have been fully performed with the consumer's prior express consent and acknowledgement that the right of withdrawal would be lost.

If any of these exceptions apply to a product, it will be clearly indicated on the product page before purchase.

3.6 Defective or Incorrect Products

If you receive a product that is defective, damaged, or does not match your order:

1. Contact us within 14 days of receiving the goods at support@novumlab.eu, providing your order number, a description of the issue, and photographs if applicable.
2. We will offer a replacement, repair (if applicable), exchange, or a full refund, as appropriate.
3. Return shipping costs for defective or incorrectly shipped products are borne by NovumLab.
4. We will process your complaint within 14 calendar days of receipt.

4. Order Modifications and Cancellations

4.1 Modifying Your Order

• Before processing: Contact us immediately at support@novumlab.eu or call +4915560958550.
• Time window: Modifications are generally possible within 2 hours of order placement, provided the order has not entered the packing process.
• After dispatch: Modifications are no longer possible. You may exercise your right of withdrawal upon receipt.

4.2 Order Cancellation

• Before dispatch: Orders can be cancelled free of charge. A full refund will be issued.
• After dispatch: Cancellation is no longer possible. You may return the goods under the right of withdrawal (see Section 3).
• Refund processing time: 5–7 business days to the original payment method.

5. Statutory Warranty (Gesetzliche Gewährleistung)

All products sold by NovumLab are subject to the statutory warranty provisions under EU law. For consumers in the European Union, the statutory warranty period is two (2) years from the date of delivery.

If a product does not conform to the contract (e.g., is defective, does not match the description, or is not fit for its intended purpose), you have the right to:

1. Repair or replacement of the product (at no cost to you);
2. Price reduction if repair or replacement is not possible or disproportionate;
3. Full refund if the defect cannot be remedied.

To exercise your warranty rights, contact us at support@novumlab.eu with your order number and a description of the issue.

6. Contact

For the model withdrawal form, please refer to our Terms of Service (Appendix No. 2).

EU Online Dispute Resolution: https://ec.europa.eu/consumers/odr