KETO NOVA
114-Day Right of Withdrawal
As a consumer residing in the European Union, you have the right to withdraw from the purchase without giving any reason within 14 days from the date you (or a third party indicated by you) receive the product. This right is granted by Directive 2011/83/EU on consumer rights, transposed into national laws in Italy, Spain, Portugal, and Hungary.
Deadline: You must notify us of your decision to withdraw within 14 days of receiving the product. To do so, contact us through the support form on our website.
2Return Conditions
To be eligible for a return, the following conditions must be met:
- The product must be returned within 14 days from the date you informed us of your withdrawal.
- The product should be in its original packaging, unused or in the same condition in which you received it.
- You should include a copy of the order confirmation or a written note with your name and order reference.
- The product must not be damaged due to misuse or negligence on your part.
We understand that you may have opened the package to inspect the product — this does not affect your right of withdrawal, as long as the product itself has not been consumed or damaged.
3How to Return
To initiate a return, follow these simple steps:
Contact Us
Send us a message through the support form on our website within 14 days of delivery.
Receive Instructions
We will reply with return instructions and a return reference within 2 business days.
Ship the Product
Package the product securely and ship it to the address provided in our instructions.
Please keep the tracking number of your return shipment. We are not responsible for lost or damaged return packages during transit.
4Refund Process
Once we receive your return, we will inspect the product and notify you of the approval or rejection of your refund within 5 business days.
If approved, the refund will be issued using the same payment method used for the original purchase (cash on delivery refunds are typically processed via bank transfer). Refunds are processed within 14 days of approval.
Note: Because our products are paid on delivery, refunds are processed via bank transfer. You will be asked to provide the necessary banking details to complete the refund.
5Defective Products
If your product arrives damaged, defective, or is not as described, please contact us immediately. We will arrange a replacement or a full refund, including return shipping costs, at no additional charge to you.
Please keep the original packaging and take photos of the damaged product for verification purposes.
6Exclusions
The following items cannot be returned:
- Products that have been opened, consumed, or used beyond a simple inspection.
- Products damaged due to misuse, negligence, or improper storage.
- Products returned after the 14-day withdrawal period.
- Products without proof of purchase.
7Shipping Costs
- Standard returns: Return shipping costs are borne by the customer, unless the product was defective or shipped in error.
- Defective products: We cover return shipping and provide a full refund or replacement.
8Contact
For any question about returns or refunds, please contact us through the support form available on our website. Our team is ready to assist you and ensure a smooth return experience.