Política de reembolso
Returns and refunds
If you purchased as a consumer and have changed your mind, you may exercise your right of withdrawal for all or part of your order within 14 days of delivery, without giving a reason.
A consumer is an individual purchasing for purposes unrelated to their business, trade, craft or profession. The right of withdrawal under the Italian Consumer Code does not apply to purchases made for those activities.
How to request a return
Notify us of your decision to withdraw by emailing shop@novitahome.it within 14 days of delivery. Include your order number, the items you wish to return and your contact details to help us handle your return.
You may use this wording:
“I hereby give notice that I wish to exercise my right of withdrawal for order no. […], received on […], in respect of the following items: […]. Full name: […].”
Sending an unequivocal statement within the deadline is sufficient. If products from a single order are delivered separately, the period starts when you receive the last product.
After notifying us of your withdrawal, you must send the items within the following 14 days to:
Novità Import S.r.l.
Via Fratelli Cervi, 57
50013 Campi Bisenzio (FI) – Italy
You are responsible for the direct cost of returning items when you change your mind. You may choose your preferred carrier; we recommend using a tracked service and keeping proof of dispatch.
Returning furniture and bulky items
For bulky items that cannot normally be returned by post, the customer bears the cost of a change-of-mind return, estimated at a maximum of €500 per return.
If you ask Novità Home to arrange collection, we will provide a quote for the actual cost. This may be less than the stated maximum, depending on the size, weight, address and access conditions. Collection will be arranged once you accept the quote.
The €500 amount is a maximum limit, not a fixed fee or an automatic deduction from your refund.
You may also arrange the return yourself with a carrier of your choice, paying the cost agreed directly with that carrier.
Condition of returned items
You may examine the products as necessary to establish their nature, characteristics and functioning. Further use or handling may reduce the product’s value, for which you may be liable.
Return the items with all accessories, instructions and any components received. Pack them carefully to protect them during transport.
We recommend keeping and using the original packaging. Its absence does not automatically exclude your right of withdrawal: you may use other suitable packaging.
Refunds
If you withdraw, we will refund the amounts due within 14 days of receiving your notice. We may withhold the refund until we receive the products or you provide proof that you have sent them, whichever occurs first.
If you return the entire order, the refund also includes any initial standard delivery costs. Additional costs arising from choosing a more expensive delivery method than the available standard service are not refunded.
If you return only part of the order, we will refund the returned items. Initial delivery costs will not be refunded to the extent that they would still have been incurred for the items you keep.
The refund will be made using the same payment method, unless otherwise agreed, with no fees charged to you.
For payments made by bank transfer, we will ask for your IBAN and the account holder’s name. The time taken for the funds to reach your account may vary depending on your bank or payment provider.
Exceptions to the right of withdrawal
The right of withdrawal does not apply in the cases provided for by Article 59 of the Italian Consumer Code, including:
- goods made to the customer’s specifications or clearly personalised;
- sealed goods that are not suitable for return for health protection or hygiene reasons, if unsealed after delivery and the legal conditions are met.
Ceramic items and products in the Tableware category or Mediterraneo range are not excluded from the right of withdrawal solely because they belong to these categories.
Any exclusions applicable to a product will be indicated before purchase. Your rights regarding defective or non-conforming products are always unaffected.
Damaged, defective or incorrect items
If you receive a damaged or defective item, or one different from what you ordered, contact shop@novitahome.it with your order number and a description of the problem. If possible, attach photographs of the product, packaging and shipping label.
We will provide instructions for handling your report and, where necessary, arrange collection at no cost to you.
Before arranging a shipment yourself, contact us to agree on the arrangements and costs.
These reports are separate from change-of-mind returns and are not subject to the 14-day withdrawal deadline. The €500 limit stated for returns of bulky items does not apply to defective, damaged or incorrect products.
Statutory guarantee of conformity
Products purchased by consumers are covered by the statutory guarantee of conformity under the Italian Consumer Code. For new products, the seller is liable for a lack of conformity that becomes apparent within two years of delivery.
In the event of a lack of conformity, you are entitled to have conformity restored through repair or replacement free of charge, subject to the conditions laid down by law. In the cases provided for by law, you may request a price reduction or termination of the contract.
The guarantee does not cover damage caused by misuse, accidents or alterations that caused the reported defect. All rights granted by applicable law remain unaffected.
For help with returns, refunds and the guarantee, email shop@novitahome.it.
