Last updated: October 4, 2026

This page explains how to return a product, what to do if an item arrives damaged, defective or wrong, and how refunds are made. It applies to orders placed through the English version of www.novus.tr.

At a glance

• Return requests within 14 days of delivery for unused products in their original packaging.
• Return shipping and any import charges for the return are paid by the buyer, unless the item is defective or wrong.
• Defective or wrong items: notify us within 14 days of delivery, with photos.
• Custom or configured products (for example made-to-order manifolds) cannot be returned unless defective.
• Refunds to the original payment method within 14 days after we have received and inspected the return.
• Statutory consumer rights are not affected.

1. Returning unused products

You can request a return within 14 days of delivery. The following conditions apply:

• The product is unused and has not been installed.
• It is returned in its original, undamaged packaging, complete with all accessories, documents and seals.
• The return has been agreed with us before shipping. Please do not send products back without contacting us first.

How to request a return

• Send an e-mail to bilgi@novus.tr or a WhatsApp message to +90 555 005 99 84 with your order number, the products and quantities you want to return and, if you like, the reason.
• We confirm the return and send you the return address and instructions.
• Pack the products securely and include a copy of the invoice or the order number.

Return costs

The buyer pays the return shipping cost and any customs, duties or import charges arising from the return shipment to Türkiye. Please declare the shipment as a returned good so that it can be cleared correctly. Import duties and taxes that you paid in your country on the original delivery are paid to your customs authority and cannot be refunded by Novus Energy; depending on local rules, you may be able to reclaim them there.

2. Right of withdrawal for consumers in the EU and UK

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from the contract within 14 days without giving any reason. The withdrawal period starts on the day you, or a person named by you, receive the goods.

• To withdraw, inform us by a clear statement, for example by e-mail to bilgi@novus.tr, before the period expires.
• Send the goods back without undue delay and no later than 14 days after informing us. You bear the direct cost of returning the goods.
• We refund all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the goods back.
• You are only liable for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
• The right of withdrawal does not apply to goods made to your specifications or clearly personalized.

Your statutory consumer rights are not affected by this policy.

3. Damaged, defective or wrong items

• Please inspect your delivery on arrival. If the package is visibly damaged, note this on the carrier's delivery receipt.
• Notify us within 14 days of delivery if an item is damaged, defective, missing or not what you ordered. Please send photos of the product, its label or serial number and the packaging.
• Do not install or use a product that appears damaged.
• After checking your report, we arrange repair, replacement or a refund in accordance with the warranty. In these cases we pay the return shipping cost.
• Defects that appear later during use are handled under the manufacturer's or importer's warranty; the warranty period is stated in the product documentation.

4. Products that cannot be returned

• Custom-made or configured products, for example made-to-order manifolds or products assembled or set up to your specifications, unless they are defective.
• Products that have been installed, used or damaged after delivery.
• Products returned incomplete or without their original packaging.

5. Refunds

• We inspect returned products after receipt. Approved refunds are made within 14 days after the return has been received and inspected.
• Refunds are made to the original payment method: card payments are credited back to the card used, and bank transfers are returned to the account the payment came from.
• Refunds are made in the currency of the original payment. Your bank may need a few additional days to credit the amount.
• For returns of unused products, the original shipping cost is not refunded, except where the law requires otherwise (see section 2).

6. Cancelling an order before dispatch

If you want to change or cancel an order that has not yet been dispatched, contact us as soon as possible. Orders for custom or configured products can no longer be cancelled once production or assembly has started.

7. Contact for returns

NOVUS ENERJİ SİSTEMLERİ TİCARET LİMİTED ŞİRKETİ (Novus Energy), Mimar Sinan Mah. Ceren Sk. Türkoğlu Plaza No:25/4 Floor 2, 34782 Çekmeköy, Istanbul, Türkiye

• E-mail: bilgi@novus.tr
• Phone: +90 216 642 42 66
• WhatsApp: +90 555 005 99 84

See also our Terms of Sale.