Guarantee & Returns
Not happy with your purchase? You can report this to us within 30 days of receiving your product. After this you will have another 14 days to return your product. Please return your products in original condition and packaging (if reasonably possible). So feel free to view the product as you would in the store, but don't start using it.
Example: take a backpack out of the box and view it from all sides, but do not go on holiday with it.
Even when the product has just been used too much, we can work something out. You will receive a 75% rufund for products that have been used or that are dirty and damaged.
(the percentages mentioned above are the minimum percentages of the purchase amount)
Submit a return request
You can submit a return request below. It is important to know which shipping option you chose at the time. You can find this on your invoice.
UPS Access Point
Important notice when returning a LocTote and / or NOMATIC bag: Do you want to return a LocTote or NOMATIC backpack? No problem, but make sure you reset the supplied code lock to the standard digit combination 0-0-0. Have you forgotten this? Then we will neatly ask which combination you have used. If we are unable to open the lock then we (as a guideline) will reimburse 75% of the total purchase amount.
After your agreement has been revoked, we will refund the purchase amount (including shipping costs) to the account number you used to pay within 14 days. We may wait to refund until we have received the products back or until you have demonstrated that you have sent the products, whichever is the earlier.
You will receive the full purchase amount including any standard shipping costs for the return shipment (if you return the entire order) from us. If you want to return the product independently and at your own expense, you can send it to:
5931 GG TEGELEN
We do not reimburse the costs for return shipment. The costs for return shipment via PostNL are approximately 6.95. If you arrange the return through our tool, the costs will be deducted from the amount to be reimbursed.
Add the European model form to the return shipment [Download ** here ** the legally established model form to invoke your right of withdrawal.].
Some products are covered by the exceptions. You understand that you cannot return the following articles:
• Products whose seal has been broken; These products are sent sealed for hygiene and health reasons and by breaking the seal the return right expires.
Please contact us if you are unsure whether your product can be returned.
If the item you ordered has a defect that prevents you from using it as you might expect, you can invoke the legal guarantee. We ask you to contact Novus Fumus as soon as possible. This can be done via: telephone: +31 (0) 85-888 6846, our support page,
The costs for returning a product are for the account of Novus Fumus. (only for EU Residents) After you have submitted an application you will receive a return label from us with which you can return the package.
We hope that you do not have to rely on our warranty conditions, but if you do, you can submit a request through our support page. You can find the form here: https://novus.shipping-portal.com/rp/ or call us on +31 (0) 85-888 6846