Last Updated: 3 August 2024
This Returns & Refund Policy applies to purchases made through https://ranaasim.de/ and forms part of the Terms & Conditions of NOVOCOST SRLS.
1. B2B Wholesale Returns
NOVOCOST SRLS operates as a B2B wholesale clothing supplier. Our products are primarily sold to businesses, retailers, wholesalers and professional buyers.
Because wholesale orders are placed for commercial purposes, returns are not automatically accepted simply because the customer has changed their mind, ordered the wrong quantity, or no longer requires the products.
Returns are accepted only in accordance with this policy or where otherwise required by applicable law.
2. Return Period
For approved returns, the customer must contact NOVOCOST SRLS within 15 days of receiving the order, unless a different return period has been expressly agreed in writing.
The customer must not send any products back without receiving return authorisation from NOVOCOST SRLS.
3. Eligible Returns
A return may be considered where:
- The wrong product was supplied.
- The product is materially defective.
- The product was damaged before or during delivery.
- The product materially differs from the agreed order or product description.
- NOVOCOST SRLS has expressly authorised the return.
Products returned because of a customer preference, incorrect ordering, or change of mind are not automatically eligible for a refund.
4. Condition of Returned Products
Approved products must be returned:
- Unused and unworn.
- In their original condition.
- With original tags and packaging where applicable.
- Properly packaged to prevent damage.
- With the original order number and return information.
Products that have been worn, washed, altered, damaged or otherwise used may not be accepted unless the issue itself is the subject of a valid defect claim.
5. How to Request a Return
Before returning any product, the customer must contact NOVOCOST SRLS with:
- Order number
- Customer/company name
- Product name
- Quantity affected
- Reason for the return
- Photographs or videos where relevant
After reviewing the request, NOVOCOST SRLS will provide return instructions if the return is approved.
Unauthorised returns may be refused or returned to the customer at the customer’s expense.
6. Return Shipping Costs
If the return is required because NOVOCOST SRLS supplied an incorrect or materially defective product, NOVOCOST SRLS may cover the reasonable return shipping costs.
If the return is approved for another reason, the customer may be responsible for return shipping costs.
Return shipping costs are not refundable unless required by applicable law or expressly agreed by NOVOCOST SRLS.
7. Damaged Deliveries
Customers should inspect shipments promptly after delivery.
If a package arrives visibly damaged, the customer should notify the delivery carrier where appropriate and contact NOVOCOST SRLS as soon as possible.
Photographs of the packaging and damaged products may be requested to assess the claim.
8. Incorrect or Missing Items
If the customer receives an incorrect product or discovers that items are missing from the shipment, the customer should contact NOVOCOST SRLS promptly.
The customer may be asked to provide photographs, delivery documents and other information necessary to investigate the issue.
Where the claim is confirmed, NOVOCOST SRLS may provide the missing product, replacement product, credit or refund as appropriate.
9. Defective Products
If a product is defective, the customer must provide sufficient information to allow NOVOCOST SRLS to investigate the problem.
Where a defect is confirmed, NOVOCOST SRLS may, depending on the circumstances and applicable law:
- Replace the affected product;
- Provide a suitable credit;
- Offer a price adjustment; or
- Issue a refund.
The remedy will depend on the nature and extent of the defect.
10. Refunds
Once an approved return has been received and inspected, NOVOCOST SRLS will notify the customer of the outcome.
If a refund is approved, it will normally be processed using the original payment method where reasonably possible.
Approved refunds will be processed within the applicable legal period or within the period communicated to the customer.
Depending on the circumstances, shipping or return costs may be deducted where legally permitted.
11. Non-Refundable Situations
A refund may not be provided where:
- The product has been used, worn or washed.
- The product has been altered or modified.
- The product has been damaged by the customer.
- The return was not authorised.
- The return request is outside the applicable return period.
- The product does not correspond to the reason stated in the return request.
- The issue results from improper use, handling or storage.
This does not affect any mandatory rights that cannot legally be excluded.
12. Wholesale and Bulk Orders
Wholesale orders, large-volume orders, customised products and specially prepared orders may be subject to specific return conditions agreed between NOVOCOST SRLS and the customer before order confirmation.
Where special return conditions have been agreed in writing, those conditions will apply to the relevant order, subject to applicable law.
13. Exchanges
Product exchanges may be offered at the discretion of NOVOCOST SRLS or where required by applicable law.
An exchange is subject to product availability.
If the replacement product is unavailable, NOVOCOST SRLS may offer an alternative remedy where appropriate.
14. Legal Rights
Nothing in this Returns & Refund Policy is intended to remove or restrict any mandatory rights available to customers under applicable law.
Where mandatory statutory rights apply, those rights will prevail over any conflicting provision of this policy.
15. Contact
For return or refund requests, please contact NOVOCOST SRLS through the contact details available on our website.
NOVOCOST SRLS
VAT No. / P.IVA: 02841700038
Via Langhi 14, 28100 Novara (NO), Italy
Website: https://ranaasim.de/
Please do not send any return shipment before receiving return authorisation from NOVOCOST SRLS.