Refund policy

Can I return my order?

Yes. If you are not satisfied with the items you have ordered, you may return them. There are two steps with two separate deadlines:

Notify us within 14 days of receiving your order that you wish to make a return, by emailing info@novaratoronto.com. Send the items back within 30 days of making that notification.

To be eligible for a return, your order must meet the following conditions:

The order still contains all the appropriate parts and components, and the packaging has arrived as it was sent with the product. The product shows only normal handling. Breakage due to careless handling is not covered. Products for which hygiene is important have been thoroughly cleaned before the return process begins. Any defect or damage was reported to us within the 14-day notification window described above. If the item or package is damaged, we offer free return shipping. For wrong sizing or other issues not related to damage, we do not offer free return shipping. We are entitled to charge the customer for return shipping costs. A return request will be reviewed within 7 business days. If the conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returned items if we have reason to believe the items have been used or damaged through no fault of our own.

How do I return my order?

If your order meets the conditions above, please do the following to start the return process:

Send an email to info@novaratoronto.com and make sure it includes:

Your order number The reason for your return request A photo of the product (in the case of breakage) Your first and last name Your address

We will then get in touch with you and provide the correct return address.

Please do not send your return to the address on the original package. We will send you the correct return address once you have contacted us. As the customer, you are responsible for the shipping costs of returning the product.

Right of Cancellation

If you are a consumer (a natural person entering into a purchase for purposes that are not primarily related to your trade, business, or profession), you have a right to cancel your order under the following terms.

Cancellation period

You have 14 days from the day on which you, or a third party named by you who is not the carrier, received the goods to notify us that you wish to cancel or return your order. Once you have notified us, you then have 30 days to send the goods back.

Because we work with an automated fulfillment system, orders are processed as soon as they are placed. For this reason, we cannot interrupt the shipping process once it has begun.

To exercise your right of cancellation, you must inform us (Novara Toronto / Driss Ecom Ltd.) of your decision by means of a clear statement, for example by email to info@novaratoronto.com. The cancellation is complete once we have received the returned goods. The cost of returning the goods is borne by the buyer.

Orders already in transit

Because some of our goods are shipped internationally, transit times can be longer and are outside our control. If your order is already on its way to you, it cannot be intercepted or cancelled mid-shipment. Please wait until you have received the goods and then return them to us. You are welcome to notify us of your intention to cancel in advance.

To help us process your return as quickly as possible, we ask that you send us a shipping confirmation once you have returned the goods.

Consequences of cancellation

If you cancel your order, we will refund all payments we have received from you, with the exception of delivery costs, and excluding any additional costs that result from you choosing a delivery method other than the cheapest standard delivery we offer. We will issue the refund without undue delay, and at the latest within 14 days of the day on which we receive both your cancellation notice and the returned goods.

We will use the same means of payment you used for the original transaction, unless we have expressly agreed otherwise with you. You will not be charged any fees for the refund itself.

Return shipping address

Once you have contacted us, we will provide you with the correct return shipping address. Returns are shipped at the customer's expense.

Questions?

If you have any questions about returns or refunds, please contact us at info@novaratoronto.com.