01 Our 30-day promise
We want you to love your NOVO ONE. If it isn't right for you, return it within 30 days of delivery for a full refund of the product price. This is a voluntary goodwill window that goes beyond what the law requires — no special reason needed.
To qualify for the full 30-day goodwill return, items should be returned in resaleable condition with their original packaging. Your separate statutory rights, described below, always apply regardless.
02 Your statutory right of withdrawal
As a consumer buying at a distance, you have a legal right to withdraw from your purchase within 14 days without giving any reason. This right follows the Swedish Distance Contracts Act (lag (2005:59) om distansavtal och avtal utanför affärslokaler), which implements the EU Consumer Rights Directive 2011/83/EU.
- The 14-day withdrawal period runs from the day you (or someone you nominate) take physical possession of the goods.
- To exercise it, send us a clear statement of your decision to withdraw — by email, or using the model withdrawal form at the bottom of this page.
- To meet the deadline, it's enough that you send your withdrawal notice before the 14 days expire.
The law gives you 14 days. We give you 30. Whichever route you use, you're covered — the statutory right is never reduced by our goodwill policy.
03 Condition of returned goods
You're welcome to unpack and examine your NOVO ONE just as you would in a shop. You're only liable for any diminished value resulting from handling beyond what's needed to establish its nature, characteristics and functioning.
Please keep the original box and protective packaging where you can — it's the safest way to return the machine and bottle without transit damage.
04 How to return
- Tell us Email hello@novo-soda.shop or use our contact form with your order number, or send the model withdrawal form below.
- We'll confirm You'll receive return instructions and the correct return address within one business day.
- Pack it up Repack the machine and bottle securely, ideally in the original packaging.
- Send it back Ship the parcel to the address provided. We recommend a tracked service so your return can't go missing.
05 Return shipping costs
Who pays for return postage depends on the reason for the return:
If your item is faulty, damaged in transit or not what you ordered, we cover the return cost in full and arrange the most convenient method with you. For change-of-mind and withdrawal returns, you carry the direct cost of sending the goods back.
06 Refunds
We refund the full product price using the same payment method you used at checkout. For a statutory withdrawal, this includes the standard outbound delivery cost (any extra you paid for a faster, non-standard option is excluded).
- Refunds are issued within 14 days of us receiving your withdrawal notice.
- We may withhold the refund until we've received the goods back, or you've supplied proof that you've sent them — whichever is earlier.
- You won't be charged any fee for receiving your refund.
07 Faulty or wrong items
A return for a fault is different from withdrawing from a purchase. If your NOVO ONE arrives damaged, develops a fault, or isn't what you ordered, you're protected by your statutory rights and our 2-year warranty — at no cost to you.
Contact us with your order number and a short description (a photo helps) and we'll arrange a repair, replacement or refund.
08 Model withdrawal form
You only need to complete and return this form if you wish to withdraw from the contract. You can also simply email us a clear statement.
I/we hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
_______________________________________________
Ordered on / received on: ________________________
Name of consumer(s): ________________________
Address of consumer(s): ________________________
Order number: ________________________
Signature (only if on paper) & date: ____________________