Refund policy

At Novara Shampoing, your satisfaction is essential. You have 30 days after receiving your order to return a product to us, for any reason.

1. General Conditions

Items can be returned even if opened or used. To be eligible for a return, they simply need to be accompanied by proof of purchase (invoice or order confirmation email).

2. Return Procedure

To start a return:

Contact our customer service at contact@novara-shampoing.com specifying your order number and the reason for the return.
You will receive a confirmation along with instructions for sending the item back.
Then return the product or products to the address provided by our team.

⚠️ Return shipping costs are the customer's responsibility, except in the case of a preparation error or defective product (see section 6).

3. Refunds

Once your return has been received and inspected:

You will be informed by email whether your request has been approved.
If approved, the refund will be processed within 14 days to the payment method used for the purchase.
If the return covers only part of an order with a discount, the refund will be adjusted proportionally.

4. Non-Refundable Items

Only the following products cannot be refunded:

Products damaged by the customer after receipt

5. Exchanges

We do not offer direct exchanges. If you would like a different product, simply return the original item for a refund, then place a new order.

6. Defective Products or Delivery Errors

If you receive an item that is:

Defective
Damaged
Or does not match your order

In these specific cases, we will cover the replacement or refund at no additional cost.