Return & Refund Policy

NAVOA | Effective October 29, 2026

At NAVOA, we are committed to providing carefully selected travel essentials and a reliable shopping experience.

To ensure fair and consistent handling of all requests, returns, refunds, and product-related claims are subject to the procedures outlined below.

Nothing in this policy limits your mandatory rights under applicable consumer protection law.

1. Right of Withdrawal — 14 Days

Customers purchasing online generally have the right to withdraw from their purchase within 14 days of receiving their goods, without providing a reason, in accordance with applicable European Union consumer law.

For orders containing multiple items delivered separately, the withdrawal period generally begins when the final item is received.

To exercise this right, you must notify NAVOA of your decision to withdraw before the applicable deadline.

Please contact support@navoa.eu and include your order number and a clear statement of your intention to withdraw.

Once you have notified us, you must send the goods back within 14 days, unless otherwise agreed.

2. Return Instructions and Address

NAVOA operates with multiple fulfillment and logistics partners. Consequently, return destinations may vary depending on the product and order.

Do not return products to the original shipping address or any warehouse address without first obtaining return instructions from NAVOA.

Following your request, our support team will provide the appropriate return destination and instructions.

An unauthorized return may result in delivery complications, additional costs, or delays in processing. NAVOA is not responsible for avoidable losses caused by shipping goods to an incorrect destination, except where responsibility cannot lawfully be excluded.

Our return instructions do not restrict your statutory right of withdrawal.

3. Return Shipping Costs

For returns made under the statutory right of withdrawal because an item is no longer wanted, the customer is responsible for the direct cost of return shipping, unless otherwise required by law or expressly agreed by NAVOA.

Return shipping costs vary by product, shipping method, and return destination. Some products may require international return shipping.

Customers are responsible for selecting an appropriate shipping service and retaining evidence of dispatch. We recommend using a tracked shipping method.

Where goods are defective, incorrect, or otherwise non-conforming, NAVOA will provide remedies without imposing legally prohibited costs on the customer.

4. Product Condition and Inspection

Customers may inspect and handle products to the extent necessary to establish their nature, characteristics, and functioning.

Where returned goods have been handled beyond what is necessary for that purpose, NAVOA may assess any resulting diminished value and apply a lawful deduction to the refund.

Examples of handling that may result in diminished value include:

• Significant wear, stains, damage, or contamination.

• Missing components, accessories, or parts.

• Damage caused by improper handling or use.

• Alterations to the product after delivery.

Products may be inspected upon receipt before the final refundable amount is determined.

Opening packaging or reasonably testing a product does not automatically disqualify a statutory withdrawal.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, incomplete, defective, or different from the product ordered, please contact NAVOA as soon as reasonably possible.

To help us investigate efficiently, we may request relevant information such as your order number, photographs of the received products, packaging, shipping label, or a short video demonstrating the reported issue.

We may also review fulfillment records and available carrier information.

Depending on the circumstances and applicable consumer law, an appropriate remedy may include repair, replacement, reshipment, a price reduction, or a refund.

Where a return is required for a verified non-conforming product, NAVOA will provide appropriate instructions and cover return costs where legally required.

Requests for supporting information will not be used to deny mandatory consumer rights solely because a particular photograph or video cannot be provided.

6. Refund Processing

For a valid statutory withdrawal, NAVOA will reimburse the payments required by applicable law, including the cost of standard outbound delivery where applicable.

Additional charges resulting from a customer's choice of an enhanced delivery service may be excluded to the extent permitted by law.

Refunds will be issued without undue delay and no later than 14 days after we are informed of a valid withdrawal.

We may withhold reimbursement until we have received the goods back or the customer has supplied evidence of having sent them back, whichever occurs first, where permitted by law.

Refunds are normally made using the original payment method unless otherwise expressly agreed.

Payment providers and financial institutions may require additional time to reflect a completed refund.

7. Delivery Discrepancies and Claims

If tracking indicates delivery but the customer reports non-receipt, NAVOA may investigate the discrepancy with the relevant delivery provider.

Our investigation may include reviewing tracking events, delivery confirmation, carrier records, and available proof of delivery.

A delivery scan is not, by itself, conclusive proof in every dispute.

NAVOA reserves the right to challenge unsupported or demonstrably false claims using documented evidence, while respecting applicable consumer rights and payment-provider procedures.

8. Abuse, Misrepresentation, and Fraud

NAVOA reserves the right to investigate suspected fraudulent claims, product substitution, intentional damage, manipulated evidence, or other abusive conduct.

We may preserve relevant order records and submit documented evidence to payment providers, delivery companies, or competent authorities where lawful and appropriate.

This does not affect a customer's legitimate right to withdraw, request a statutory remedy, or raise a genuine payment dispute.

9. Statutory Consumer Guarantee

Customers retain their legal rights concerning defective or non-conforming goods, including the minimum two-year legal guarantee applicable under EU consumer protection law, subject to any more protective national provisions.

The statutory guarantee is independent of the 14-day right of withdrawal.

10. Contact

For all return, refund, or product-related requests:

NAVOA Customer Support

Email: support@navoa.eu

Website: https://navoa.eu

Please include your order number and a description of your request to help us identify your purchase.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also use another clear statement of withdrawal.

To: NAVOA — support@navoa.eu

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order number:

Ordered on / received on:

Consumer name:

Consumer address:

Date:

Signature (only if submitted on paper):