Refund policy

1. Right of withdrawal

Consumers normally have the right to withdraw from an online purchase within 14 days without giving a reason.

For products, the 14-day period begins on the day after the customer, or a person chosen by the customer other than the carrier, receives the product.

For one order delivered in several parcels or parts, the period begins on the day after the last parcel or part is received.

2. How to withdraw

Before the 14-day withdrawal period ends, do one of the following:

The statement only needs to make clear that the customer wants to withdraw from the contract. Giving a reason is optional.

Nova Mats will confirm an electronically submitted withdrawal without undue delay.

3. Returning the product

After notifying Nova Mats, return the product without undue delay and no later than 14 days after the notification.

Email hello@novamats.store for the current Netherlands return address and practical return instructions. Requesting instructions does not extend or replace the legal withdrawal deadline.

Include the order number or enough information to identify the order. Do not send a return to the carrier, supplier, or an address shown on the outer shipping parcel unless Nova Mats confirms that address in writing.

The return deadline is met when the product is sent before the 14-day return period ends. Keep proof of return until the refund is complete.

4. Change-of-mind return costs

For a normal withdrawal because the customer changed their mind, the customer pays the direct return shipping cost.

Nova Mats products can normally be returned using a suitable tracked parcel service. The exact cost depends on the customer’s location, the parcel size, and the selected carrier.

Nova Mats pays necessary return costs when a product is defective, damaged, incorrect, unsafe, or otherwise does not conform to the contract.

5. Product condition and inspection

The customer may inspect the product in the same way that would normally be allowed in a physical shop.

For a mat or rug, reasonable inspection may include carefully opening the packaging, viewing the product, checking the colour and size, and feeling the surface without using or soiling it.

The customer may be responsible for reduced value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and functioning.

Nova Mats will not refuse every return merely because the original packaging was opened or removed. The customer must package the product safely for return transport.

6. Refund amount

For a complete statutory withdrawal, Nova Mats refunds:

  • the price paid for the returned product; and

  • the original standard delivery charge paid for the order.

If the customer chose a more expensive delivery method than the least expensive standard method offered, Nova Mats does not have to refund the additional delivery cost.

For a partial return, Nova Mats refunds the returned product price. The original delivery charge is refunded only where required by law.

7. Refund timing and method

Nova Mats issues the refund without undue delay and no later than 14 days after receiving the withdrawal notice.

We may withhold the refund until:

  • we receive the returned product; or

  • the customer provides reliable evidence that the product was sent back,

whichever happens first.

We use the same payment method used for the order unless the customer expressly agrees to another method. The customer does not pay a refund fee. A bank or payment provider may need additional time to display the refund.

8. Exceptions

The right of withdrawal does not apply where a legal exception applies. The most relevant possible exception for Nova Mats is a product made to the customer’s individual specifications or clearly personalised for that customer.

Nova Mats will identify an applicable exception before purchase. A standard product offered in standard colours or sizes is not automatically personalised.

Sale products, discounted products, and opened ordinary packaging are not general exceptions.

The legal guarantee continues to apply when an excluded product is defective or does not match the contract.

9. Exchanges

Nova Mats does not currently process direct exchanges.

Return an eligible product for a refund and place a new order for the preferred product. This process does not affect the statutory right of withdrawal or the legal guarantee.

10. Cancellation before delivery

A consumer may exercise the statutory right of withdrawal before delivery.

Use the online cancellation function or email hello@novamats.store. If dispatch cannot be stopped, the customer may need to return the product after delivery.

11. Defective, damaged, incorrect, or unsafe products

These cases are not treated as a simple change-of-mind return.

Email hello@novamats.store and include:

  • the order number;

  • a description of the problem;

  • photographs or video where reasonably useful; and

  • whether the product caused or could cause a safety incident.

Nova Mats will provide the remedy required by legal guarantee and product-safety law. The customer does not pay necessary return costs for a valid claim.

Do not use a product that may be unsafe.

12. Contact

Email return, withdrawal, and refund questions to hello@novamats.store.

Effective date: 13 August 2026