Last updated: May 13, 2026
This Returns Policy applies to products supplied by Nova Luce S.A. through its business-to-business sales channels and B2B platform.
1. Business-to-business nature
Sales handled through Nova Luce’s B2B channels are intended for business customers. Unless otherwise required by mandatory law or expressly agreed in writing, business customers do not benefit from consumer withdrawal rights applicable to distance sales to consumers.
2. Return requests
Return requests are subject to prior review and authorization by Nova Luce.
No product should be returned without prior written approval and the relevant return reference or instructions provided by Nova Luce.
3. Eligibility for return
A return may be accepted in cases such as:
delivery of the wrong product;
products damaged in transit, where properly documented and timely reported;
products with verified defects covered by the applicable warranty terms; or
other cases accepted by Nova Luce at its discretion or under a specific written agreement.
4. Non-returnable items
Unless otherwise agreed in writing, Nova Luce may refuse returns relating to:
custom-made, special-order, project-specific, or non-standard products;
products that have been installed, modified, used, or altered;
products not returned in suitable condition;
products returned without adequate identification or supporting documentation; or
products for which the return request is made after an unreasonable delay.
5. Reporting timeframe
Visible transport damage, shortages, or incorrect deliveries should be reported in writing without undue delay after receipt.
Suspected defects that are not immediately visible should be reported as soon as reasonably possible after discovery.
6. Return condition
Authorized returns must be packed appropriately and returned in accordance with the instructions provided by Nova Luce.
Nova Luce may reject or reduce credit for items returned damaged due to poor packaging, incomplete return information, or handling inconsistent with the return instructions.
7. Shipping costs and risk
Unless the return results from a verified error attributable to Nova Luce or an accepted warranty issue, the customer may be responsible for return shipping costs, insurance, customs charges, and transport risk.
8. Inspection and outcome
All returned items are subject to inspection. After review, Nova Luce may approve replacement, repair, credit, partial credit, or rejection of the return, depending on the condition of the goods and the reason for return.
9. Refunds and credits
Where a refund or credit is approved, it may be issued by credit note, offset, replacement, or other commercially reasonable method consistent with the underlying transaction and any applicable agreement.
10. Contact
Return requests and related questions should be sent to [email protected], including the relevant order, invoice, or delivery details.
11. Governing law
This Returns Policy is governed by the laws of Greece.