Complaints & Returns
100-Day Returns Policy
In addition to your statutory right of cancellation, we offer a voluntary returns period of 100 days from receipt of the goods.
Our Cancellation Policy applies during the statutory 14-day cancellation period. For a voluntary return after this period, items must be unworn, unwashed, clean and in a resaleable condition. You may, of course, try them on carefully.
Your statutory rights relating to defective goods are not affected by the voluntary returns policy.
How to Return an Item
- Open your order using the “Cancellation & Returns” link in our footer. Alternatively, email us at contact@novosoxx.com.
- Provide your order number and specify the items you wish to return.
- We can provide a return label at your request.
- Pack the items securely and hand the parcel in at the carrier indicated on the return label.
- Once we have received and checked your return, we will refund the relevant amount using the original payment method.
Return Shipping Costs
We charge a flat fee of €3.50 for a return label provided by us. This amount will be deducted from your refund.
Alternatively, you may arrange and pay for the return shipment yourself. Please retain proof of postage until your return has been fully processed.
You will not incur any return shipping costs for a justified complaint, product defect or claim under our Anti-Hole Guarantee.
Refunds
If you cancel the entire order within the statutory 14-day period, we will also refund the cost of our least expensive standard delivery. Additional costs for a more expensive delivery method selected by you will not be refunded.
For voluntary returns made after the statutory cancellation period, the original shipping costs will not be refunded.
We may withhold the refund until we have received the goods or you have supplied evidence of return.
Complaints and Defective Items
If an item is defective or arrives damaged, please email us at contact@novosoxx.com. Include your order number and, if possible, clear photographs of the item and the affected area.
A return is not automatically required in these cases. Once we have reviewed the matter, we will explain the next steps. You will not incur any costs for a justified complaint.
Return Address
NovoSoxx GmbH
Hauptstr. 4
83395 Freilassing
Germany
Please register your return in advance using “Cancellation & Returns” or by email. This helps us match it to your order more quickly.
