Shipping policy

1. Delivery areas

Nova Mats delivers to the countries and addresses available in the checkout.

Enter the delivery address at checkout to confirm whether delivery is available. Do not use a parcel-forwarding address unless Nova Mats confirms that it is accepted.

2. Processing time

Current processing information is shown on the product page, at checkout, or in the order confirmation.

Processing time is the time needed to prepare an order before the carrier receives it. It is separate from transport time.

Products in the same order may be dispatched separately. The customer will not be charged an additional shipping fee that was not disclosed before purchase.

3. Delivery estimates

The current delivery estimate is shown before purchase or in the order confirmation. An estimate begins after processing unless the store clearly states otherwise.

The delivery period confirmed with the order becomes part of the agreement. If no different period is agreed, Nova Mats will deliver within 30 days after the contract is concluded.

Delivery estimates are not a reason to remove the customer’s legal rights when an order is late.

4. Shipping charges

Shipping charges are calculated and shown before the customer submits the order. The amount can depend on the destination, product, parcel size, and selected delivery method.

Nova Mats will not add an undisclosed mandatory shipping charge after purchase.

5. Dispatch and tracking

When tracking is available, Nova Mats sends it to the email address or telephone number provided with the order.

Tracking may take time to update after dispatch. A tracking status does not change the customer’s legal rights.

6. Delivery address

The customer must check the delivery address before submitting the order.

Email hello@novamats.store immediately if an address is incorrect. We will try to correct it, but a change may be impossible after fulfilment starts.

If a parcel is returned because the customer supplied an incorrect or incomplete address, Nova Mats may charge the real and reasonable cost of sending it again. We will explain the charge before reshipping. This does not apply when Nova Mats or the carrier caused the error.

7. Delays

Carrier disruption, customs checks, severe weather, public holidays, or other events may affect delivery. Nova Mats remains responsible for communicating a material delay and meeting the agreed delivery period.

If we cannot deliver by the agreed date, the customer may give us a reasonable additional period where the law requires this step.

The customer may cancel immediately when:

• Nova Mats refuses to deliver;

• delivery by the agreed date was essential and this was made clear before the order; or

• applicable law permits immediate cancellation.

If Nova Mats does not deliver within an applicable additional period, the customer may cancel the order. We will refund the amount due without undue delay.

8. Missing parcels

If tracking stops updating or a parcel has not arrived by the agreed date, email hello@novamats.store.

Nova Mats will investigate with the carrier. The customer is not required to resolve a carrier claim alone. We will provide the remedy required by law. This may be a replacement or refund, depending on the circumstances.

9. A parcel marked as delivered

Check the delivery location, household members, neighbours, building reception, and any carrier notice. Then email hello@novamats.store promptly.

Nova Mats will investigate. A carrier scan alone does not automatically prove that the order was legally delivered to the customer.

10. Damaged parcels and wrong products

Inspect the parcel after delivery. If possible, take photographs of the parcel, shipping label, damage, and complete product.

Email hello@novamats.store as soon as reasonably possible. An early report helps us investigate. A delayed report does not automatically remove mandatory legal rights.

Do not return a damaged or incorrect product at your own cost before receiving instructions. Nova Mats pays necessary return costs for a valid damage, defect, or wrong-product claim.

11. Risk during transport

Nova Mats normally bears the risk of loss or damage until the customer, or a person chosen by the customer other than the carrier, physically receives the product.

12. Taxes, duties, and customs

The total charges collected by Nova Mats are shown before payment.

For an international delivery, the checkout or product page will state whether local import tax, customs duty, or carrier handling fees may be collected separately. Nova Mats will not knowingly describe an extra mandatory charge as included when it is not included.

13. Contact

Email shipping questions to hello@novamats.store.

Effective date: 13 August 2026