NOVATERA TRADE LTD Return and Exchange Policy

You have the right to unilaterally terminate the purchase contract and apply for a return or exchange within 14 days of receiving the sports apparel product, without giving any reason. The 14-day cooling-off period is calculated from the day after you actually sign for the product; if the cooling-off period expires on a weekend or public holiday, the period will be automatically extended to the next working day.

(I) Return Conditions

1. The product must be in brand new, unused condition, without signs of wear, washing, stains, or damage. Tags and packaging must be intact, and all accessories (such as spare buttons and washing instructions) must be complete.
2. Original proof of purchase (order number, payment record, invoice, etc.) is required for order verification.
3. For returns not due to quality issues, return shipping costs are the responsibility of the customer. If we do not clearly inform you of return shipping costs in advance, we will bear the costs.
4. Products damaged due to improper use or storage, or products modified or disassembled without authorization, will not be eligible for return or exchange.

(II) Exchange Conditions

1. The returned item must meet the above return conditions, and you must clearly state your exchange request (e.g., size adjustment, color change), while ensuring that the required replacement product model and specifications are in stock;
2. For exchanges not due to quality issues, you will bear the round-trip shipping costs; for exchanges due to quality issues, we will bear the round-trip shipping costs;
3. Exchanges are only supported for products of the same style and series. Exchanges for different styles or categories are not supported. If you need to exchange for a different product, you can apply for a return and place a new order.

(III) Quality Issue Identification

The following situations are considered product quality issues: fabric damage, loose threads, skipped stitches, or other manufacturing defects; size significantly different from the label; color significantly different from the order agreement; prints or embroidery peeling or blurring (not caused by use). For quality issues, you need to provide clear photos or video evidence within 7 days of signing for the product so that we can verify and process it.

1. Application Initiation: You must submit a return and exchange application via the contact email (manager@novateratrade.com) during the cooling-off period or after discovering a quality issue. Please specify the order number, product name, reason for return/exchange, and contact information. For quality issues, please attach photos/videos as supporting documentation.
2. Review and Confirmation: We will complete the review within 3 business days of receiving your application. Upon approval, we will notify you of the return address, shipping instructions, and subsequent arrangements via email. If the review is unsuccessful, we will explain the specific reasons.
3. Product Return: You must return the eligible product and relevant documentation to the designated address within 7 days of approval. Please indicate the order number and return/exchange application information when returning the product to avoid loss or inability to match the order.
4. Acceptance Processing: After receiving the returned product, we will complete the acceptance process within 5 business days. For items that pass inspection, a refund process will be initiated for returns, and a brand new product will be shipped for replacement. For items that fail inspection, the product will be returned to you without a refund or exchange, and the reason for the non-compliance will be explained.
5. Refund Arrival: Refunds will be returned to your original payment method. The arrival time depends on the processing cycle of the payment platform and bank, generally 3-7 business days.

The following situations are not subject to the 14-day no-reason return policy and will only be handled according to the after-sales process for quality issues:

1. Products that have been opened and used, have lost tags, or have damaged packaging, and for which it cannot be proven that the damage was not caused by the product itself;
2. Products damaged due to force majeure (such as natural disasters or unexpected logistics transportation accidents) will be handled through negotiation based on the actual circumstances.

During the return and exchange process, the personal data we collect (name, contact information, address, order information, etc.) will only be used for processing returns and exchanges, verifying identity, arranging logistics and refunds, and will strictly comply with the EU General Data Protection Regulation (GDPR). We will take security measures such as encrypted storage and access control to protect data security and will not disclose it to unrelated third parties. After the return and exchange process is completed, the relevant data will be deleted or anonymized according to the "minimum necessary" principle, unless the law requires an extension of the storage period.

1. Matters not covered in this policy will be handled in accordance with the EU Consumer Rights Directive and relevant UK laws and regulations;
2. If you disagree with the return and exchange processing result, you can contact us via email to resolve the issue. If the negotiation fails, you have the right to file a complaint or seek legal recourse with the consumer protection agency or personal data protection regulator in the EU or the UK.

For inquiries regarding returns and exchanges, or to submit a return/exchange request, please contact us through the following methods:

Official Website: novateratrade.com

Contact Email: manager@novateratrade.com