Politique de remboursement

REFUND & RETURN POLICY

Introduction
At GALLEON, your satisfaction and your experience with Novera are our top priority. We know that buying online takes trust. That's why we're committed to meeting all legal requirements while offering our customers a clear, fair guarantee.

1. Your Statutory Rights
This policy does not limit any rights you may have under the consumer protection laws of your province or territory. Where those laws provide greater protection, they apply.

2. 30-Day Satisfaction Guarantee
We want you to give the Novera ritual a real chance. Changes to the scalp and hair take time, which is why our guarantee is built around a full 30-day trial. If you're not satisfied after 30 days of regular use, we'll refund your purchase, subject to the conditions below.

To be eligible:

You must have used the product regularly for 30 consecutive days, starting from the date of delivery.
You must provide dated photos of your scalp or hair taken on day 1, day 15 and day 30 of use, along with a photo of the used bar. Photos must show their original date (for example, the date saved by your phone). We recommend taking your day 1 photo as soon as your order arrives.
Your refund request must be submitted between day 30 and day 40 after delivery. Requests submitted before day 30 or after day 40 are not eligible under this guarantee.
The guarantee covers the first bar only. If you purchased multiple bars, additional bars must be returned unopened to be refunded (see Section 5).
The guarantee is limited to one claim per customer and per household.
Original shipping fees, if any, are non-refundable.

You do not need to send back a used bar.

3. How to Submit a Guarantee Claim

Contact: Between day 30 and day 40 after delivery, email contact@hellonovera.com with your order number and your dated photos.
Review: Our team reviews your request within 48 hours.
Confirmation: Once your claim is approved, you'll receive a confirmation email and your refund will be processed.

4. Refund Terms

Payment method: Your refund will be issued to your original payment method.
Timing: Funds usually appear in your account within 10 to 14 business days, depending on your bank's processing times.

5. Unopened Products
Unopened products in their original, sealed packaging can be returned within 30 days of delivery for a full refund of the product price.

Email contact@hellonovera.com with your order number to receive return instructions.
Return shipping costs are the customer's responsibility.
Your refund is issued once the returned product has been received and inspected.

6. Shipping Delays
Delivery times shown on our website are estimates. Once your order has been handed over to the carrier, transit times are managed by the carrier. Delays caused by the carrier do not, on their own, qualify for a refund under our Satisfaction Guarantee. If your order is taking longer than expected, contact us and we'll follow up with the carrier. This does not affect your statutory rights, including where an order is not delivered within the time frame set by the consumer protection laws of your province.

7. Damaged or Defective Products
If your product arrives damaged or has a manufacturing defect:

Please don't send the product back.
Email a photo or video of the issue to contact@hellonovera.com within 7 days of delivery.
Solution: Once the issue is confirmed, we'll send you a replacement free of charge.

8. Exchanges
Would you like a different product? We accept exchanges of unopened products within 7 days of delivery. Contact our customer care team to arrange the exchange.