Refund policy

We want you to be pleased with what arrives. If a garment does not fit, does not suit or is not what you expected, this policy explains what you can do. It sits alongside your statutory rights under German and European Union consumer law, which we never limit, and it does not replace them.

14 days to change your mind

As a consumer you have the right to withdraw from this distance contract within 14 days without giving a reason. The period begins on the day on which you, or a third party named by you who is not the carrier, take possession of the goods, and it is governed by sections 312g, 355 and 356 BGB, which implement Directive 2011/83/EU. Where a single order is delivered in several parcels, the period for the whole order runs from the last parcel, so that you can inspect everything first.

How to withdraw

To withdraw, tell us clearly that you are doing so before the 14 days have expired. An email to info@novatekgear.shop with your order number is enough, and you may also use the model withdrawal form at the end of this policy, which is the Muster-Widerrufsformular required as an annex to the withdrawal information. You do not have to give a reason and you do not have to use the form. Sending the notice within the period is sufficient; you then have 14 days to send the goods back (section 357 BGB). Please keep the proof of dispatch until the refund has been completed.

Refunds after withdrawal

We refund the price you paid for the goods and the standard delivery charge within 14 days of receiving your withdrawal notice (section 357 BGB), using the same means of payment that you used unless you agree otherwise, and at no cost to you. We may withhold the refund until we have received the goods back or you have sent us proof that you have dispatched them, and we tell you if we do. If you chose a delivery service that cost more than our standard one, we refund the standard charge only. You bear the direct cost of returning the goods; we do not deduct a restocking or handling fee, and we cover the return cost where the goods were faulty or not what you ordered.

30 days to return, in addition

On top of the statutory 14 days we accept returns of unworn garments within 30 days of delivery, for any reason. This 30-day window is a voluntary contractual addition: it starts on the day of delivery together with the statutory period, it neither shortens nor extends your right of withdrawal, and where the two overlap the statutory right governs the refund and the return costs. Items must come back complete, unused, unwashed and undamaged, with every belt, tie, spare button and tag that came with them, and in the original packaging where you still have it.

What is covered, and what is not

The right of withdrawal applies to every product in our catalogue. The statutory exceptions in section 312g(2) BGB concern goods that are not suitable for return for reasons of health protection or hygiene once their seal has been removed, and goods that are not prefabricated and for which an individual choice or specification by the consumer is decisive. We sell ready-made garments, none of our products is a sealed hygiene product, and we do not offer customised or personalised items, so none of those exceptions applies to an order placed here. If a personalised product is ever offered, its product page will say so before you order, together with the effect on your right of withdrawal.

How to start a return

Email info@novatekgear.shop with your order number and the reason for the return. We answer within one to two business days with return instructions and the return address, which is the business address given at the end of this policy. Please do not send anything back before you have written confirmation from us: unannounced parcels can be refused at the door, and we cannot match a parcel that arrives without an order number to an order.

Return condition and checks

Goods are accepted for return when they are complete and show no sign of wear, alteration, washing, perfume or smoke. We check every return on arrival against the order and the notes we made when it was packed. If an item comes back incomplete, worn or otherwise in a condition that prevents us from offering it to another customer, we may decline the refund or offer a partial refund; we explain the reason in writing and return the item to you at our cost unless you ask us to dispose of it.

Faulty, damaged or incorrect items

Every garment is checked and measured before dispatch. If something arrives damaged, defective or different from what you ordered, email us within 48 hours of delivery with photographs of the garment, its tags and the parcel, and keep the packaging until the carrier has been contacted. We arrange a replacement if stock allows, or a full refund including the delivery cost, and we cover the postage for the return. That 48-hour request is how we can claim against the carrier quickly; it is not a deadline for your statutory rights, which run for two years as described below.

Defective goods: your statutory rights

Goods must conform to the contract. Sections 434 and 437 BGB, which implement Directive (EU) 2019/771, give you the right to have a defect remedied: in the first instance you may require repair or replacement, and if that fails or is disproportionate you may reduce the price, terminate the contract or claim damages. Under section 438(1) no. 3 BGB those claims are time-barred 2 years after delivery. The two years run from the day you received the goods, not from the day the defect appeared, and section 475 BGB prevents us from shortening them in a consumer purchase. Under section 477(1) BGB a defect that appears within the first 12 months after delivery is presumed to have existed when the goods were handed over, so we would have to prove otherwise; after that period you describe the defect and we examine it. Please report a defect as soon as you notice it, so that we can look into it while the garment is still with you.

No separate commercial guarantee

We do not offer a separate commercial guarantee within the meaning of sections 443 and 479 BGB. What you have is the statutory liability for defects described above, which applies in full and which no term in this policy or in our Terms of service restricts.

Model withdrawal form

The form below follows the model in the Annex to Directive 2011/83/EU and is provided as German law requires. You may copy it into an email, print it or send it by post; you do not have to use it.

• To: RÜDIGER HANS HERMANN THIELEMANN, Steinhügel 119, 58455 Witten, Germany, info@novatekgear.shop
• I hereby give notice that I withdraw from my contract of purchase of the following goods (order number and description): ____________
• Goods were ordered on: ____________ and received on: ____________
• Name of consumer: ____________
• Address of consumer: ____________
• Date: ____________
• Signature (only if this form is sent on paper): ____________

If you prefer to write your own message, please give your name and address, the order number, the date and the goods concerned, and say that you are withdrawing; a signature is needed only on paper.

Contact

Questions about a return or a refund? Email info@novatekgear.shop, telephone +49 212 233002, or write to RÜDIGER HANS HERMANN THIELEMANN, Steinhügel 119, 58455 Witten, Germany. We answer within one to two business days, Monday to Friday.