Cancellation, Returns & Guarantee
Last updated: 1 September 2026
This page explains your rights when you order from hinovea.com, as well as the 30-day trial we offer on top of those rights. It forms part of our Terms of Sale.
1. Your right to cancel: 14 days
You have 14 days from the day you receive your order to cancel it, for any reason, without penalty and without having to explain yourself.
If your order arrives in several parcels, the 14 days run from the day you receive the last item.
How to cancel
Email us at mynovea@gmail.com before the 14-day period ends, with your name, order number, and a note that you'd like to cancel. You can use the model form at the bottom of this page if you'd like, but it isn't required — a clear email is enough.
We'll confirm we've received your request and send you the return address and instructions.
Sending the product back
You have 14 days from telling us you're cancelling to send the product back. You're welcome to unbox the lamp, switch it on and try it — that's your right. You're only responsible for a reduction in value if you've handled it beyond what's needed to check how it looks and works.
Please return the lamp with its charging cable and pack it well for transit.
Return costs
We cover the cost of the return and send you a prepaid return label. You don't pay anything upfront.
Refund
We refund everything you paid, including standard delivery, within 14 days of getting the product back (or of you showing proof you've posted it, whichever comes first). The refund goes to the payment method you used to order, at no extra cost to you.
If you chose a faster, more expensive delivery option than our standard one, we refund the cost of standard delivery.
2. The Novea trial: 30 days, used or not
On top of your 14 statutory days, we offer a 30-day trial from the day you receive your order.
A lamp is judged in the evening, on your table, switched on — not sitting in its box. So you're free to use it as normal throughout this period. If it hasn't made a difference for you:
- Email us at mynovea@gmail.com within 30 days of receiving it.
- We'll send you a prepaid return label. The return costs you nothing.
- We refund you in full, including delivery, within 14 days of receiving the item back.
This trial applies whether the product was bought at full price or on offer, and whether it's a single lamp or the pack of two. The only case where we may deduct from the refund is if the product has been made unusable by clear damage unrelated to normal use — for example, a drop or submersion.
This trial is on top of your statutory rights, and never replaces them.
3. Faulty, damaged, or wrong item on arrival
If your parcel arrives damaged, the product doesn't work, or it isn't what you ordered, email us at mynovea@gmail.com with photos. We'll arrange the return and either replace or refund the item, whichever you prefer. You won't be charged anything in this case.
4. Return address
Please don't send anything back before contacting us — we'll give you the return address and prepaid label once you've been in touch. A parcel sent back without a return reference may not reach us or may not be identified as yours.
5. Dispute resolution
If we can't sort something out together, you're welcome to raise it with an independent consumer dispute resolution service. Details of the relevant body are in our legal notice.
6. Model cancellation form
If you'd like, you can copy and email us the form below. Using it isn't required.
To: TOUGGANE Yassine, 33 allée des Chanterelles, 33650 Saint-Selve, France, mynovea@gmail.com
I hereby give notice that I am cancelling my order for the item below:
Ordered on: .......... / Received on: ..........
Order number: ..........
Product: ..........
Your name: ..........
Your address: ..........
Date: ..........
Contact us
Novea is operated by TOUGGANE Yassine, sole trader.
33 allée des Chanterelles, 33650 Saint-Selve, France.
Email: mynovea@gmail.com
We reply within 24 working hours, Monday to Friday.
Note: this page describes the rights and process we offer UK customers. It has been translated and adapted from our French terms for a UK audience — the underlying UK consumer protection framework (the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015) differs in its detail from French law, so we'd recommend a final legal check before this goes live to make sure the specific wording matches UK requirements exactly.