Refund & Return Policy
At Nova Outdoors, operated by Ihum Group, customer satisfaction is important to us. If you are not fully satisfied with your purchase, you may request a return in accordance with the policy below.
30-Day Return Period
Customers have the right to request a return within 30 days after receiving their order.
To be eligible for a return, the product must be:
Unused
In its original condition
In the original packaging where reasonably possible
Complete with all included accessories, manuals, and parts
Free Returns
Nova Outdoors offers free returns for eligible orders.
Customers must contact our support team before returning a product, so we can provide the correct return instructions.
Please do not send products back without contacting us first.
How to Request a Return
To request a return, please contact us at:
Please include:
Your full name
Your order number
The product you want to return
The reason for return
Photos or videos if the product is damaged or defective
Our support team will review your request and provide return instructions.
Return Address
Returns may be sent to:
Ihum Group / Nova Outdoors
Torenallee 101
5617 BR Eindhoven
The Netherlands
Customers must contact us before sending a return to make sure the return can be processed correctly.
Refunds
Once we receive and inspect your returned product, we will notify you by email whether the refund has been approved.
If approved, the refund will be processed to your original payment method.
Refund processing times may vary depending on your bank or payment provider.
Damaged, Defective, or Wrong Products
If your product arrives damaged, defective, or if you received the wrong item, please contact us as soon as possible at:
Please include photos or videos clearly showing the issue.
If the issue is confirmed, we will offer a suitable solution, such as:
A replacement product
A repair where applicable
A full refund
Another suitable solution agreed with the customer
Non-Returnable Items
For hygiene, safety, or legal reasons, some items may not be eligible for return once used or opened.
This may include products that cannot be resold for hygiene or safety reasons after use.
If you are unsure whether your product can be returned, please contact us before sending it back.
Order Cancellation
Customers may request to cancel their order before it has been processed or shipped.
Because we process orders within 24–48 hours, cancellation requests must be sent as soon as possible to:
If the order has already been processed or shipped, the customer may still request a return after receiving the product.
Warranty
Nova Outdoors provides a 1-year warranty on eligible products.
The warranty covers manufacturing defects and product faults that occur under normal use.
The warranty does not cover damage caused by:
Misuse
Accidental damage
Improper installation
Normal wear and tear
Water damage where the product is not designed to be waterproof
Unauthorized repairs or modifications
To make a warranty claim, please contact us at:
Contact
For return, refund, or warranty questions, please contact:
Nova Outdoors Customer Support
Email: support@novaoutdoors.store
Phone: +31 6 12123893
We aim to respond within 24–48 hours on business days.