Returns & Right of Withdrawal

Last updated: June 2026

1. Your EU Right of Withdrawal (14-Day Cooling-Off Period)

Under the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days from the day on which you (or a third party indicated by you) receive the goods, without giving any reason.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement before the 14-day period expires. You can do this by:

Email: eyadghazal357@gmail.com (subject: “Return Request — Order #[your order number]”)
Using the EU Model Withdrawal Form provided below

2. How to Return Your Order

Contact us at eyadghazal357@gmail.com within 14 days of receiving your order.
We will provide you with return instructions and, where applicable, a return address.
Securely package the items in their original condition (if possible) and ship them back to us.
Please include your order number inside the package.

3. Return Shipping Costs

Unless we have sent you the wrong item or the item is defective, you are responsible for the cost of returning goods. We recommend using a tracked shipping method, as we cannot be responsible for items lost in transit.

4. Refunds

Once we have received and inspected the returned goods, we will process your refund within 14 calendar days. Refunds are made using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods, or until you have provided evidence that you have returned them.

If the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics, and functioning, we may make a deduction from the refund.

5. Condition of Returned Goods

Items must be returned in their original, unused condition with all original packaging and accessories. We reserve the right to refuse returns or make a deduction from refunds where goods have been used, damaged, or returned without original packaging.

6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

Goods that are made to a consumer’s specifications or are clearly personalised
Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery
Digital content that is not supplied on a tangible medium once downloading or streaming has begun (where applicable)

7. 2-Year EU Statutory Warranty

In addition to your right of withdrawal, you are entitled to a 2-year legal guarantee (statutory warranty) on all physical goods under EU law (Directive 2019/771/EU). If your product is defective or not in conformity with the contract within 2 years of delivery, you are entitled to repair, replacement, price reduction, or a refund. Please contact us at eyadghazal357@gmail.com if you experience any issues.

8. EU Model Withdrawal Form

You may use the form below, though its use is not obligatory. Simply fill it in and send it to us by email.

EU MODEL WITHDRAWAL FORM

To: NovaDock, Burgemeester Jean-Louis Thysplein 1/bus 16, 1090 Jette, Belgium
Email: eyadghazal357@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

— Ordered on (*) / received on (*): __________________

— Name of consumer(s): __________________

— Address of consumer(s): __________________

— Order number: __________________

— Signature of consumer(s) (only if this form is notified on paper): __________________

— Date: __________________

(*) Delete as appropriate.

9. Contact

If you have any questions about returns, refunds, or your statutory rights, please contact us:

Email: eyadghazal357@gmail.com
Response time: within 2 business days