Refund & Returns Policy
1. Right of withdrawal
You have fourteen (14) days from receipt of your order to change your mind, without giving a reason.
[Commercial option: we extend this to 30 days.]
You may try the product. You are entitled to open, handle and test it as you would in a shop, without losing your right of withdrawal. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.
Please keep the original packaging where possible: it makes the return easier and reduces the risk of damage in transit.
2. How to return
- Contact us at trinirystratgygroup@gmail.comwith your order number.
- You will receive return instructions and the address to use.
- Send the product back within fourteen days of notifying your withdrawal.
You may also use the model withdrawal form available although its use is not mandatory.
Return address: [Return address within the European Union — to confirm with Nova Fulfill]
Return costs: [to be decided — borne by you / covered by us]
Returns are not accepted at any address other than the one provided. Please contact us before sending anything back.
3. Refunds
Refunds are issued within a maximum of fourteen (14) days of receiving your withdrawal notice. We may withhold the refund until we receive the product or until you provide proof of its dispatch, whichever occurs first.
Refunds are made using the same payment method as your original order, at no cost to you.
Delivery costs. The standard delivery costs you paid are refunded. If you chose a more expensive delivery option, only the amount corresponding to the standard option is refunded.
4. Faulty or non-conforming products
If your product is defective, does not match its description or stops working properly, contact us at [email address].
Return costs are fully covered by us in that case. We will repair, replace or refund as appropriate.
You benefit from the statutory guarantee of conformity for two years from delivery, and from the statutory guarantee against hidden defects. These guarantees are free of charge.
Manufacturer warranty. The manufacturer additionally offers a [365-day — to confirm] warranty from delivery. This commercial warranty is in addition to the statutory guarantees and does not replace or limit them: even after it expires, you remain covered by the two-year statutory guarantee of conformity.
5. Exchanges
We do not offer direct exchanges. To obtain a different colour or product, exercise your right of withdrawal and place a new order.
6. Specific cases
- Gift cards: not refundable, as permitted by law.
- Products personalised at your request: the right of withdrawal does not apply.
- Business orders (B2B): the right of withdrawal does not apply; terms on request.
Not covered by warranty: damage resulting from misuse, drops, liquid contact, third-party repair, or normal wear.
7. Complaints and mediation
Contact us first at [email address]. Failing an amicable solution, you may refer the matter free of charge to our consumer mediator: [name — to complete].
EU online dispute resolution platform: https://ec.europa.eu/consumers/odr