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TERMS AND CONDITIONS OF SALE
Effective as of September 26, 2026
Article 1 – Purpose and Scope
These Terms and Conditions of Sale (the "Terms of Sale") govern, without restriction or reservation, all sales made on the website hellonovera.com (the "Site"), operated under the trade name "Novera," to consumers and non-professional buyers.
Placing an order on the Site implies full and complete acceptance of these Terms of Sale, which the customer acknowledges having read and understood before confirming their order. Novera reserves the right to modify these Terms of Sale at any time; the applicable Terms of Sale are those in effect on the date of the order.
Article 2 – Seller Information
Article 3 – Products
The products offered for sale are the hair care products and accessories presented on the Site. The essential characteristics of each product are set out on the corresponding product page.
Photographs and visuals are provided for illustration purposes only and are not contractually binding.
Product offers are valid while stocks last. If a product becomes unavailable after an order has been placed, the customer will be informed by email and refunded as quickly as possible.
Article 4 – Prices
Prices are shown in Canadian dollars (CAD). Any applicable taxes are displayed before the order is confirmed. Customs duties and import taxes on orders delivered to Canada are covered by Novera. Any shipping costs are shown before the order is confirmed, in accordance with our Shipping & Delivery Policy.
Novera reserves the right to change its prices at any time; the applicable price is the one in effect on the date of the order.
Article 5 – Orders
The customer selects products, adds them to their cart and follows the ordering process through to final confirmation. An order becomes final only after:
A confirmation email summarizing the order is sent to the customer. The data recorded by Novera constitutes proof of the transaction. Novera reserves the right to refuse or cancel any order from a customer with whom there is a dispute regarding payment for a previous order.
Article 6 – Payment
Payment is made online at the time of ordering, using the payment methods offered on the Site (credit card and/or other methods shown at checkout). Transactions are secured by a certified payment provider. Novera does not have access to any of the customer's banking data. Orders are processed once payment has been received.
Article 7 – Delivery
Delivery methods, zones, times and costs are detailed in our Shipping & Delivery Policy, which forms an integral part of these Terms of Sale. As a reminder: we deliver within Canada, with an estimated delivery time of 7 to 15 business days, and free standard shipping on orders of $50 CAD or more.
Delivery times are estimates. Delays caused by the carrier do not, on their own, qualify for a refund under our Satisfaction Guarantee. Where applicable provincial consumer protection laws allow, the customer may cancel their order and obtain a refund if it is not delivered within 30 days of the delivery date indicated.
Article 8 – Returns of Unopened Products
Unopened products in their original, sealed packaging may be returned within 30 days of delivery for a full refund of the product price.
To do so, the customer must email contact@hellonovera.com with their order number to receive return instructions. Return shipping costs are the customer's responsibility.
The refund is issued within 14 days of receiving and inspecting the returned product, using the original payment method.
Opened products are not eligible for return under this article. They are covered by the 30-Day Satisfaction Guarantee described in Article 10.
Article 9 – Statutory Warranties
Independently of any commercial guarantee, customers benefit from all warranties and rights provided under the consumer protection laws of their province or territory of residence, which cannot be excluded or limited by these Terms of Sale. For Québec residents, this includes the legal warranty of quality and conformity provided under the Consumer Protection Act.
As the seller, Novera is fully responsible for ensuring that its products conform to the contract, in accordance with applicable regulations, including for online sales.
Article 10 – Commercial Guarantee: 30-Day Satisfaction Guarantee
In addition to statutory warranties, Novera offers a 30-Day Satisfaction Guarantee. If the customer is not satisfied after 30 days of regular use, they may request a refund of their first bar, subject to the conditions set out in our Refund Policy, including:
The used bar does not need to be returned. This commercial guarantee does not replace statutory warranties in any way.
Article 11 – Product Use and Liability
Products must be used as directed on the product page and packaging. Novera products are for external use only. We recommend performing a patch test before first use. If irritation occurs, discontinue use. Customers who are pregnant, breastfeeding or have a scalp condition should consult a healthcare provider before use. Novera cannot be held liable for use of the products that does not follow these instructions.
Article 12 – Returns Address
All returns must be sent, after approval from our customer care team, to the following address: GALLEON – 59 Rue de Ponthieu, Bureau 326, 75008 Paris, France. Full details are set out in our Refund Policy.
Article 13 – Intellectual Property
All elements of the Site (text, visuals, logos, the "Novera" trade name) are protected by intellectual property law and remain the exclusive property of their owner. Any reproduction or use without authorization is prohibited.
Article 14 – Personal Data and Privacy
In the course of its business, GALLEON (trade name "Novera") collects and processes personal data concerning the customer (identity, contact details, order, payment and browsing data, as well as photos submitted as part of a Satisfaction Guarantee claim) for the purposes of fulfilling orders, managing the customer relationship, complying with its legal obligations and, subject to the customer's consent, direct marketing and audience measurement.
This processing is carried out in accordance with the General Data Protection Regulation (GDPR – Regulation (EU) 2016/679), the French Data Protection Act and, where applicable, Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and Québec's Act respecting the protection of personal information in the private sector. Full details (categories of data, purposes, legal bases, retention periods, service providers, transfers outside the European Union and cookie management) are set out in our Privacy Policy, which is available at any time on the Site and forms an integral part of these Terms of Sale.
The customer is informed that certain service providers (including Klaviyo and Meta) may process data in the United States, subject to the safeguards provided under applicable law.
In accordance with applicable regulations, the customer has the right to access, correct, delete, restrict, object to and port their data, as well as the right to withdraw their consent at any time. These rights may be exercised by emailing contact@hellonovera.com. The customer also has the right to file a complaint with the French data protection authority (CNIL, www.cnil.fr), the Office of the Privacy Commissioner of Canada or, for Québec residents, the Commission d'accès à l'information du Québec.
Article 15 – Force Majeure
Novera cannot be held liable for any failure to perform its obligations due to an event of force majeure, as defined by applicable law.
Article 16 – Consumer Mediation
The customer may use a consumer mediator, free of charge, to resolve a dispute amicably:
CM2C
49 Rue de Ponthieu, 75008 Paris, France
Phone: +33 1 89 47 00 14
Website: https://www.cm2c.net/declarer-un-litige.php
Email: litiges@cm2c.net
Québec residents may also contact the Office de la protection du consommateur.
Article 17 – Governing Law and Disputes
These Terms of Sale are governed by French law. However, if the customer is a consumer, this does not deprive them of the protection of the mandatory provisions of the laws of their province or territory of residence, nor of their right to bring proceedings before the courts of their place of residence where those laws allow it. In the event of a dispute, and failing an amicable resolution, the competent courts will be determined in accordance with applicable law.
