Refund policy

Please read carefully so that you do not feel harmed in any way.

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Before sending any product for exchange or return, we recommend that you first contact our Customer Support Center via email at suporte@NovyxCo.com for proper guidance on how to proceed with the exchange or return.

Return Policy: Purchase Cancellation

If you made a purchase through the NovyxCo website, received the product in perfect condition, and still were not satisfied with the purchase, you may request the cancellation through our Customer Support Center by emailing suporte@NovyxCo.com.

Please pay close attention to the rules below.

Deadline for Purchase Cancellation:

According to the Brazilian Consumer Protection Code (CDC), customers who make purchases through online stores are entitled to up to 7 (seven) days after receiving the product to register a purchase cancellation.
Attention: The right of withdrawal is a true reflection period. Its purpose is to protect consumers from aggressive commercial practices and from purchasing products they are not familiar with. However, this reflection period should not be confused with the possibility of testing the product.

The cancellation request must be immediately communicated to the service provider, following the rules below:

  • The merchandise must be returned via postal service, with shipping costs paid by the customer, to the address listed on the purchase invoice.

  • The product must be returned in its original packaging, along with all manuals.

  • The product must be returned with its proof of purchase.

  • The product must show NO signs of use.
    ATTENTION: Products sent outside the specifications above will not be accepted and will be returned to the sender.

Refund of Amounts:

  • Credit card: The refund may occur within up to two subsequent billing cycles.

ATTENTION: Refunds are processed only after the receipt and analysis of the condition of the product(s) at our Distribution Center. (The product must not show any signs of use.)

NOTE: Any intention to cancel must mandatorily be communicated to our Customer Support Center before sending the product(s), by means of a written letter that must be included with the returned product. Otherwise, requests will not be accepted.

Exchange Policy: Clothing and Footwear

We do not exchange products due to incorrect sizing chosen by the customer. We provide measurements in centimeters for our products to avoid mistakes when selecting the size. According to the Brazilian Consumer Protection Code – Article 18, there is no legal obligation for the retailer to perform exchanges due to consumer regret regarding color, size, model, or any other reason. The right guaranteed to the consumer by the Consumer Protection Code is to exchange products only in cases of manufacturing defects.

Defective Products

Product with Alleged Manufacturing Defect:

Products sold on the NovyxCo website carry a 90-day warranty against natural manufacturing defects.

See how to request an evaluation for alleged manufacturing defects:

Return of Merchandise:

  • The merchandise must be sent via postal service to the address listed on the purchase label.

  • Return the product in its original packaging.

  • The customer must mandatorily send the proof of purchase along with the product.

  • The customer must provide a written statement with a brief description of the alleged defect related to the complaint, explaining how the product was used, frequency of use, etc.

ATTENTION: Products sent outside the specifications above will not be accepted for defect analysis and will be automatically returned to the sender.

Product Defect Analysis:

The defect evaluation will be carried out by our suppliers, from whom we will receive the final report regarding the exchange request.

Average completion time: 15 business days after receipt of the product.

Report Favorable to Exchange:

  • The customer will receive, at the original address and at no additional cost, a replacement of the same product.

  • If the same model is out of stock, the customer will be informed and may choose another model from the options available on the website, respecting the credit value limit.

  • If there is a price difference between the chosen product and the claimed product, payment of the difference must be arranged.

Report Unfavorable to Exchange:

The product will be returned to the customer along with the rejection report/letter, with no right to replacement.

Reasons for Rejection:

  • Absence of defect (failure to confirm the damage reported by the customer).

  • Evidence of improper use of the product.

  • Evidence of accidental damage.

  • Natural wear resulting from use.

  • Improper washing of the product.

Automatic Order Cancellation by NovyxCo

Automatic Purchase Cancellation:

Order cancellation and release of purchased products initiated by NovyxCo will occur automatically in the following situations:

  • Inability to process the corresponding charge on the credit card.

  • Inconsistency in the data provided in the order.

  • Lack of stock.

Refunds Initiated by NovyxCo Will Occur in the Following Situations:

  • Inability to deliver the purchased merchandise due to the nonexistence or inaccessibility of the delivery address as provided by the buyer. In such cases, the product will return to our Distribution Center, and NovyxCo will refund the product amount, excluding shipping costs.

  • If the purchased merchandise becomes unavailable due to sales activity on the website, the amounts paid will be refunded to the buyer using the same payment method used for the purchase. In these situations, the buyer will be informed accordingly.