Shipping policies

The products will be delivered to the shipping address provided by the customer when placing the order or, if applicable, to the collection point assigned by the transport company according to its own terms of service. It is the customer's responsibility to verify that the information provided (name, full address, postal code, and any other information necessary for delivery) is correct and up-to-date.

No deliveries are made on Sundays or public holidays.
Nova Nutrición works with different transport companies. The specific delivery method will depend on the carrier's service conditions at the time and the instructions they provide to the customer.

An order is considered delivered when the transport company registers the delivery and the customer signs or validates the receipt through the system used by the carrier, either at the address indicated or at the assigned collection point.

It is the customer's responsibility to follow the instructions provided by the shipping company for receiving or, if applicable, collecting the shipment within the established timeframe. If an order is returned to Nova Nutrición due to reasons attributable to the customer (for example, delivery failure due to incorrect information or failure to collect within the timeframe indicated by the carrier), it may be necessary to pay the shipping costs again for reshipment.

Upon receiving or collecting the order, the customer is advised to check the external condition of the package. If any visible damage, dents, or signs of tampering are observed on the packaging, this should be noted by the carrier, the packaging materials should be retained, and Nova Nutrición should be contacted in writing as soon as possible via email at hola@nova-nutricion.com or through the website's contact form, as indicated in the section on damaged, incorrect, or non-conforming products.

Orders are prepared once payment is confirmed.

– Order preparation is done on working days (Monday to Friday).
– No shipments are made on Saturdays, Sundays or public holidays.

The usual delivery time for standard shipments within Spain is 3 to
5 working days , depending on the destination and the carrier.

Standard shipping:

• 3.50 euros for orders of less than 45 euros.
• Free shipping for orders of 45 euros or more.
  

Express shipping:

• 6.50 euros, regardless of the order amount.
  

The amount of the applicable shipping costs in each case is shown in a broken down manner in the purchase process, before finalizing the order.

Purchase receipts will be sent to the email address provided by the customer during registration at the Nova-Nutrition online store and can also be viewed in the customer's registration account at the Nova-Nutrition online store.

For more information about shipping to other countries, the customer can contact Nova Nutrición in writing, by sending an email to hola@nova-nutricion.com or using the contact form on the website.

An order is considered delivered when the carrier delivers the package(s) to the customer and the customer signs the delivery receipt. It is the customer's responsibility to check the condition of the goods upon receipt and note any discrepancies on the delivery receipt.

If, after making a purchase, the customer wishes to cancel an order that has not yet been shipped or the shipment has not been generated with the transport company, they can request the cancellation by contacting Nova Nutrición in writing, either through the contact form on the website or by email to hola@nova-nutricion.com, indicating the order number.

In these cases, the order will be cancelled and the total amount paid by the customer will be refunded, using the same payment method used for the purchase, unless expressly agreed otherwise.

These cancellation conditions apply only to one-off purchases.
Orders placed under a subscription cannot be canceled individually through this procedure. Subscription management (including cancellation to prevent future shipments) will be handled exclusively in accordance with the "Subscription Purchase Terms and Conditions" section.

The customer has 14 calendar days , starting from the day they receive their order, to decide whether to return it without having to explain the reason, provided that the product has not been opened or used .

To exercise this right, the customer must notify Nova Nutrición in writing , by sending an email to hola@nova-nutricion.com or using the website's contact form, clearly indicating that they wish to cancel the purchase and the order number.

Returns due to withdrawal will only be accepted for products that arrive at Nova Nutrición's facilities unused, in perfect condition, with their complete original packaging, seals intact and without stickers or elements added by the customer .

For hygiene and food safety reasons, returns of unsealed or opened products will not be accepted, except in cases of non-conformity (damaged, wrong or defective products at the time of delivery).

Return conditions vary depending on the delivery area

1. Returns for orders delivered to mainland Spain should be sent to the following address:

Nova Nutrition
Mario Roso de Luna Street, 29 – Warehouse 10
28022 Madrid

2. For orders delivered to the Canary Islands , returns should be sent to the following address:

Nova Nutrition
Iris Street, 2
38360 El Sauzal (Santa Cruz de Tenerife)

It is essential that returns be sent to the address corresponding to the delivery zone of the order. Sending to a different address may cause delays in processing the return or, in some cases, prevent it from being processed correctly.

In the event of exercising the right of withdrawal, Nova Nutrición will refund the customer all payments received for the order, including the delivery costs corresponding to the most economical standard shipping option offered at the time of purchase. If the customer expressly chose a different and more expensive delivery option (for example, express shipping), the additional cost will not be refunded.

The direct costs of returning the goods (shipping back to Nova Nutrición) will in all cases be borne by the customer.

Once the right of withdrawal has been exercised, Nova Nutrición will issue the refund using the same payment method used for the purchase, unless expressly agreed otherwise. The refund will only be processed once Nova Nutrición has received the returned product at its warehouse and verified that it is in perfect condition, with its original packaging and seals intact, and showing no signs of use beyond what is necessary to verify its nature and functionality.

If the returned product shows damage, signs of use, missing components, or evidence of handling other than what is necessary to verify its condition, Nova Nutrición reserves the right to refuse the return and not issue a refund , informing the customer of the reasons. In this case, the customer may choose between:
-- request the reshipment of the product to the indicated address, assuming the corresponding transport costs, provided that the product remains suitable for consumption, or
-- authorize in writing the removal and destruction of the product, without the right to a refund.

If within 30 calendar days from the communication of the review result the client has not chosen any of these options or has not responded to communications from Nova Nutrición, it will be understood that they authorize the withdrawal and destruction of the product, without this generating the right to a refund.

If the order arrives damaged, with the packaging or seal in poor condition, incomplete, with the wrong products or, in general, not in accordance with what was agreed upon, the customer must contact Nova Nutrición in writing as soon as possible and, preferably, within 3 calendar days following the delivery date, indicating the order number and describing the incident.

Contact should be made via email to hola@nova-nutricion.com or through the contact form available on the website.

In order to analyze the incident and, if necessary, file a claim with the transport company, the customer must attach clear photographs of:

• the condition of the affected product,
• the outer packaging,
• the inside of the package, and
• the shipping label visible on the original packaging.

In cases of possible damage during transport, these images are essential to be able to process the claim correctly.

Once the information and, when necessary, the products are received at our facilities, Nova Nutrición will assess the issue. If a non-conformity at the source is confirmed (for example, damage during transport or an error in order preparation), Nova Nutrición may, at its discretion:

• replace the affected product with another in good condition, or
• refund the corresponding amount.

If, after inspection, it is determined that the damage or issue is due to incorrect handling, improper use, or inappropriate storage by the customer , it will not be considered a lack of conformity, and neither replacement nor refund will be issued . The customer will be informed of the reasons. In this case, the customer may choose between:

• request the reshipment of the product to the indicated address, assuming the corresponding transport costs, provided that the product remains suitable for consumption, or
• authorize in writing the removal and destruction of the product , without the right to a refund.

If within 30 calendar days from the communication of the review result the client has not chosen any of these options or has not responded to communications from Nova Nutrición, it will be understood that they authorize the withdrawal and destruction of the product , without this generating the right to a refund.

To purchase a subscription, you need a user account at www.nova-nutricion.com. From this account, you can view your subscription details and manage your information.

For subscription purchases, the customer has 14 calendar days , starting from the day they receive their order corresponding to the first shipment of the subscription, to decide whether to return it without having to explain the reason, provided that the product has not been opened or used.

To exercise this right, the customer must notify Nova Nutrición in writing, by sending an email to hola@nova-nutricion.com or using the website's contact form, clearly indicating that they wish to cancel the purchase and the order number.

If the customer exercises their right of withdrawal within that period, they must return the product from the first shipment under the conditions stipulated in the "Right of Withdrawal and Returns" section of these Terms and Conditions. Once the product has been received and inspected, the corresponding amounts will be refunded and the subscription will be canceled, with no further shipments or charges related to that contract.

For subscription purchases, the customer has 14 calendar days , starting from the day they receive their order corresponding to the first shipment of the subscription, to decide whether to return it without having to explain the reason, provided that the product has not been opened or used.

To exercise this right, the customer must notify Nova Nutrición in writing, by sending an email to hola[at]nova-guion-nutricion[dot]com or using the website's contact form, clearly indicating that they wish to cancel the purchase and the order number.

If the customer exercises their right of withdrawal within that period, they must return the product from the first shipment under the conditions stipulated in the "Right of Withdrawal and Returns" section of these Terms and Conditions. Once the product has been received and inspected, the corresponding amounts will be refunded and the subscription will be canceled, with no further shipments or charges related to that contract.

If the right of withdrawal has not been exercised within 14 calendar days from receipt of the first shipment, the subscription entails a minimum commitment of three (3) consecutive shipments of the subscribed product.

During these first three shipments, the customer will not be able to cancel the subscription , without prejudice to the exercise, where applicable, of the right of withdrawal within the legal period indicated for the first shipment.

Once the first three shipments have been made and delivered, the customer may cancel the subscription at any time, without penalty, with effects on future shipments.

The cancellation will be effective for the next shipment, provided it is communicated before the next subscription order is generated . If the cancellation request is made after the next order has already been automatically generated, the cancellation will apply to the immediately following shipment.

Orders placed under a subscription cannot be cancelled individually using the one-off order cancellation procedure. Subscription management (including cancellation to prevent future shipments) must be carried out as outlined in this section.

Charges for each subscription shipment will be automatically applied to the payment method associated with the initial purchase, unless the customer modifies it from their user account.

Approximately 72 hours before the scheduled date of the next subscription order generation, the customer will receive a reminder email with basic shipping information (product, estimated amount and expected date) and a direct link to manage their subscription.

Through this link, and before the next subscription order is generated , the customer will be able to:

• modify your subscription (for example, change products or add new compatible products to your monthly order), and
• Once the first three shipments have been made and delivered, cancel the subscription with effect on future shipments, under the terms indicated in this section.