Refund policy

At Novera, we take pride in offering you carefully selected travel products designed to combine comfort, practicality, and elegance. However, if an item does not suit you, we invite you to review our return and refund policy below.

1. Return Period

We accept return requests within 30 days from the date of receipt of your order.

Any request made after this period will unfortunately not be accepted.

2. Eligibility Conditions

To be eligible for a return, the item must:

• be unused, unworn, and in perfect condition;
• be returned in its original packaging;
• include all accessories, components, and possible tags;
• be accompanied by proof of purchase or the order number.

Any item returned incomplete, used, damaged after receipt, or returned without prior authorization may be refused.

3. Affected Products

This policy applies only to products sold by Novera, including:

• backpacks;
• crossbody bags;
• neck straps;
• sleep masks;
• ear protectors.

4. Return Request Procedure

To request a return, please contact us at the following address : supportnovera@gmail.com

Please indicate in your request:

• your full name;  
• your order number;
•  the item or items concerned;
•  the reason for the return;
•  clear photos of the product if the item is damaged, defective, or incorrect.  

Once your request has been reviewed, we will provide you with the instructions to follow for the return.  

No item returned without prior approved request will be accepted.  

5. Return address  

The return address is not automatically the same as the shipping address for your order.  
It will be provided to you only after your return request has been approved.

6. Damaged, defective, or incorrect items

We recommend that you inspect your order upon receipt.

If you receive an item:

• damaged;
• defective;
• or different from what was ordered,

please contact us within a reasonable time after receipt at supportnovera@gmail.com, attaching photos as evidence, so that we can analyze the situation and offer you an appropriate solution.

7. Non-returnable Items

For reasons of hygiene, safety, and consumer protection, certain items cannot be returned once opened, used, or worn.

This may include:

• sleep masks;
• neck pillows;
• ear protectors;

when they have been opened, tried, used, or are no longer in new condition.

In general, the following are not returnable :

• items used or damaged after delivery;
• incomplete items;
• items on final sale or final promotion, when clearly indicated;
• gift cards, if applicable.

If you are unsure about the eligibility of an item before returning it, please contact us in advance.

8. Return of backpacks and shoulder bags

Backpacks and shoulder bags can be returned within the specified period, provided that they are :

• unused;
• undamaged;
• clean;
• and returned in their original condition.

Any sign of use, wear, dirt, or alteration may result in the refusal of the return.

9. Returns of packs or bundled offers

When an item has been purchased as part of a pack, bundle, or grouped offer, the return must include all the products that make up the offer to be eligible for a full refund, except in cases of our error or defective products.

10. Return fees

Except in the case of an error on our part, a defective item, or a received damaged product, return shipping costs are the responsibility of the customer.

The initial shipping fees paid at the time of the order are non-refundable, unless the return is directly related to a confirmed error on our part.

11. Exchanges

To date, we do not offer direct exchanges.

If you wish to replace an item with another, we invite you to submit a return request for the item in question, and then place a new order separately.

12. Return Inspection and Approval

Upon receipt of your return package, our team will carry out an inspection of the returned item(s).

We will inform you by email of the acceptance or refusal of your refund after inspection.

13. Refunds

If your return is approved, the refund will be made to the original payment method used at the time of purchase, within a maximum of 10 business days after approval.

Please note that the bank processing time may vary depending on your financial institution or card issuer.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at: supportnovera@gmail.com

14. Geographic Limit

Currently, Novera sells and ships its products only within Canada. Our return and refund policy therefore applies only to orders delivered within Canadian territory.

15. Contact Us

For any questions regarding a return, a refund, or your order, you can write to us at: supportnovera@gmail.com