Returns and Refunds Policy
In short: you have 30 days from delivery to return an order, a faulty or wrong product is returned at our cost, every product carries a 3-year guarantee in every country we deliver to, and each step is explained below. This policy applies to every country we deliver to (Spain, Ireland and the United Kingdom).
1. How long you have to return
You can return an order within 30 calendar days of receiving it, without giving a reason. This is longer than the 14-day statutory right of withdrawal under EU and UK consumer law (Directive 2011/83/EU; Spanish Royal Legislative Decree 1/2007; UK Consumer Contracts Regulations 2013), which you keep in full.
2. Condition of the product
For a return because you changed your mind we accept the product if it:
- has not been used beyond what is needed to check what it is and how it works, as you would in a shop;
- is complete, with its original packaging, accessories, manuals, cables, filters and parts;
- is sent with the order number.
If a returned item shows damage or loss of value caused by handling beyond what is necessary, we may deduct that loss of value from the refund and we will explain it. Large appliances (fridge freezers, dishwashers, air conditioners) must be ready for safe transport; once the return is authorised we give you collection instructions.
3. How to return a product
- Write to returns@noverivohome.com or call +34 954 372 618 with the order number, the product and the reason. If the product is faulty or damaged, attach photographs.
- Within 2 business days we reply with the instructions, the return address and, where it applies, the collection date.
- Pack the product so that it stays protected in transit and send it only after our confirmation. Do not send it to the manufacturer.
Return address: NOVERIVO HOME COMERCIO, S.L. – Returns, Calle Río Viejo, 22, Nave 7, 41703 Dos Hermanas, Sevilla, Spain
Parcels sent without prior authorisation may be delayed or refused.
4. Who pays for the return shipping
| Situation | Return shipping cost |
|---|---|
| Faulty product, damaged in transit, or not the one you ordered | We pay. Collection or shipping is arranged and paid by NOVERIVO HOME COMERCIO, S.L. |
| You changed your mind (voluntary return) | Spain (whole territory): free — we send you a prepaid label or arrange collection, and the refund is made in full. Ireland: €24.90 is deducted from the refund. United Kingdom: £34.90 is deducted from the refund. For large appliances we arrange the collection ourselves. |
5. Faulty, damaged or incorrect products
Check your order on arrival. If a product is faulty, arrives damaged or is not the one you ordered, tell us within 7 calendar days of receipt, with the order number and photographs of the product and the packaging (and the carrier’s delivery document if the box was damaged). We will offer a replacement, repair or full refund, as the case requires. This notice period does not reduce your statutory consumer rights or the legal guarantee.
6. Products that cannot be returned for change of mind
- Appliances that have been installed, plumbed in, used or handled so that they can no longer be sold as new.
- Products returned without their original packaging or accessories.
- Made-to-measure or personalised products, if any.
- Consumables and hygiene-sensitive parts (filters, bags, capsules, water tank parts) whose seal has been opened.
We will always review and handle any of them if it is faulty, arrives damaged or does not match your order.
7. Refunds
- When we receive and check your return, we confirm by email whether it is approved.
- Approved refunds are made to the same payment method used for the purchase within 14 calendar days of receiving the return (or of receiving proof that you sent it).
- The refund covers the price of the product and the standard delivery cost of the original order. For a change of mind, only the fixed amounts in section 4 for Ireland and the United Kingdom are deducted; returns from Spain are refunded in full.
- If you have not received your refund within 14 days of us receiving the return, write to returns@noverivohome.com.
- If your order was delivered to the United Kingdom, customs duties and import taxes already paid are reclaimed from the customs authority and are not refunded by us.
8. Exchanges
Within the same 30 days you can ask to exchange a product for another model. Return the original product following the steps above and, once the return is approved, place a new order for the model you want, or tell us and we will do it for you. If the new model costs more you pay the difference; if it costs less, we refund the difference. If the model you want is not available, we offer an alternative or a full refund. Defective products are exchanged at our cost.
9. Cancellations before dispatch
You can cancel an order free of charge before it is dispatched by writing to info@noverivohome.com. If we need to cancel an order (for example because of a pricing error or an out-of-stock product), we contact you and refund the full amount to your payment method.
10. Guarantee
3-year guarantee of conformity on all products, in every country we deliver to (Spain, Ireland and the United Kingdom). It is based on the Spanish legal guarantee (Royal Legislative Decree 1/2007) and does not limit the mandatory consumer rights of your country of residence. A manufacturer’s commercial warranty, where there is one, is added to it.
- Spain: Royal Legislative Decree 1/2007, as amended by Royal Decree-Law 7/2021.
- Ireland: your rights under the EU legal guarantee and the Consumer Rights Act 2022 remain in force.
- United Kingdom: your rights under the Consumer Rights Act 2015, including the short-term right to reject faulty goods within 30 days, remain in force.
Depending on the case, a claim can be settled by repair, replacement, price reduction or refund. The guarantee does not cover damage from misuse, wrong installation, knocks, unauthorised repairs, normal wear or lack of maintenance. Nothing in this policy limits your statutory rights.
11. Withdrawal form
To exercise the statutory right of withdrawal you can use our model withdrawal form, or send any clear statement of your decision to returns@noverivohome.com.
12. Contact
NOVERIVO HOME COMERCIO, S.L. · CIF B41875360 · Avenida de la Industria, 38, Oficina 6, 41007 Sevilla, Spain
Returns address: NOVERIVO HOME COMERCIO, S.L. – Returns, Calle Río Viejo, 22, Nave 7, 41703 Dos Hermanas, Sevilla, Spain
Phone: +34 954 372 618 · Email: returns@noverivohome.com · Monday to Friday, 09:00–18:00 (CET/CEST)
Last updated: 11 October 2026