Return and Refund Policy

Thank you for shopping at Nova Outdoors through novaoutdoors.store.

We want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, refunds, exchanges, cancellations, defective products and damaged items are handled.

Nova Outdoors is operated by:

 

Ihum Group
Torenallee 101
5617 BR Eindhoven
The Netherlands

KVK number: 72876794
VAT number: NL002393576B37
Email: Business@ihum.nl
Website: novaoutdoors.store

Title

Last updated: May 2026

1. Right of Withdrawal

2. Return Period

3. How to Start a Return

4. Return Shipping Costs

5. Refunds

6. Non Returnable Items

7. Damaged, Defective or Incorrect Items

8. Exchanges

9. Order Cancellations

10. Refused Deliveries and Uncollected Packages

1. right of withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period starts on the day you, or a third party appointed by you, receives the product.

 

To exercise your right of withdrawal, you must inform us clearly by email before the 14 day period expires.

Please contact us at:

 

Business@ihum.nl

Your message should include:

 

Order number
Full name
Email address used for the order
Product name
Reason for return, optional
Photos, if the product is damaged or defective

You do not have to give a reason when using your legal right of withdrawal.

2. return period

Nova Outdoors offers a 14 day return period from the date your order is delivered.

To be eligible for a return, your item must be returned in a condition that allows us to resell it, unless the item is defective or damaged upon arrival.

Returned products must be:

 

Unused or only inspected as reasonably necessary
Undamaged

 

Clean and complete
Returned with all accessories, manuals, parts and packaging where possible
Returned with any included free gifts or promotional items

You may inspect the product in the same way you would normally inspect it in a physical store. If the product has been used more than necessary and has lost value, we may deduct this loss in value from the refund, where permitted by law.

3. how to start a return

To start a return, please contact us first at:

 

Business@ihum.nl

Please do not send products back without contacting us first. Once your return request has been reviewed, we will provide return instructions.

Depending on the product and shipping route, we may provide a return address that is different from our registered business address.

4. return shipping costs

Unless the product is defective, damaged or incorrect, the customer is responsible for the cost of returning the product.

Nova Outdoors will cover or reimburse reasonable return shipping costs if:

 

You received the wrong item
The product arrived damaged
The product is defective upon arrival
The issue was caused by an error on our side

 

If you return an item because you changed your mind, ordered the wrong product, no longer want the product, or selected the wrong size, model or variant, the return shipping costs are your responsibility.

Sellers must inform customers in advance if return shipping costs are for the customer, otherwise the seller may have to pay those costs.

5. refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

 

If approved, your refund will be processed to your original payment method.

Refunds will be issued within 14 days after you have informed us that you wish to withdraw from the purchase. However, we may wait with the refund until we have received the returned product or until you have provided proof that the product has been sent back.

 

The refund will include the original standard delivery cost, if applicable. Extra costs for premium, express or upgraded shipping methods are not refundable, unless required by law.

Please note that your bank, credit card provider or payment provider may need additional time to process the refund.

6. non returnable items

Certain products cannot be returned, unless they are defective, damaged or incorrect.

Non returnable items may include:

Products that have been used outdoors and show signs of wear
Products that are damaged due to misuse, improper installation or lack of care


Products that are incomplete or missing parts, accessories or packaging
Personalized or custom made products
Sealed hygiene or safety related products that have been opened
Gift cards or digital products
Products that cannot be returned for health, hygiene or safety reasons after opening

 

If you are unsure whether your product can be returned, please contact us before sending it back.

7. damaged, defective or incorrect items

Please inspect your order as soon as it arrives.

If your item is damaged, defective or incorrect, contact us at:

Business@ihum.nl

 

Please contact us within 7 days after delivery and include:

Your order number


A clear description of the issue
Photos or videos of the product
Photos of the packaging and shipping label

 

If the issue is approved, we will offer one of the following solutions:

Replacement product
Repair, where reasonable
Partial refund
Full refund

The exact solution depends on the nature of the issue and product availability.

8. exchanges

We do not offer direct exchanges by default.

 

The fastest way to get a different product, size, model or variant is to return the original item first and place a new order through novaoutdoors.store.

 

If your product arrived damaged, defective or incorrect, we may offer a replacement instead of a refund.

9. order cancellations

You may request to cancel your order by contacting us at:

Business@ihum.nl

 

Orders can only be cancelled if they have not yet been processed, packed, shipped or forwarded to our fulfilment partner.

Because we work with international e commerce fulfilment and supplier based shipping, some orders may be processed quickly. If your order has already been processed or shipped, cancellation may no longer be possible. In that case, you may still use your right of withdrawal after receiving the product, where applicable.

10. refused deliveries and uncollected packages

As noted above, if you would like to make a complaint, please contact us by e-mail or by mail using the details provided under “Contact” above.


If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority. You can contact your local data protection authority, or our supervisory authority.