Terms & Conditions

These Terms & Conditions apply to purchases made through the Novello website.

Novello is operated by JH Global Trading, registered in the Netherlands, with business registration number 42030622.

Business Address: Tonselsedreef 68, 3845 CX Harderwijk, Netherlands
Email: info@novello-co.com

1. Applicability

These Terms & Conditions apply to offers, orders, and purchase agreements made through our website. By placing an order, you agree to these terms. Nothing in these terms excludes or limits any mandatory consumer rights that apply to your purchase.

2. Product Information

We aim to provide accurate product descriptions, images, prices, and specifications.

Colours may appear slightly different depending on your screen settings. This does not affect your right to receive products that match their description and meet applicable consumer guarantees.

We may correct errors on our website. If an error affects an order you have already placed, we will contact you to explain the issue and any proposed solution. We will not substitute a materially different product or increase an agreed price without your consent.

3. Orders & Payment

• Orders are processed after full payment has been successfully received.
• Available payment methods are displayed at checkout.
• Prices and payments are in Australian dollars (AUD) unless otherwise stated.
• Shipping charges and any taxes collected by us are displayed before payment.
• You must be authorised to use the payment method provided.

We may refuse or cancel an order where we reasonably suspect fraud or an unauthorised transaction. If we cancel a paid order, we will refund the amount paid.

4. Processing & Delivery

• Processing time: 1–3 business days.
• Estimated shipping time after dispatch: 3–7 business days, depending on your location in Australia.
• Processing time is additional to shipping time.
• Orders are shipped directly from our international suppliers and may originate outside Australia.

Delivery estimates may be affected by customs processing, public holidays, high demand, or courier disruptions.

If your order does not arrive within the estimated timeframe, please contact us so we can investigate and arrange an appropriate solution. Further details are available in our Shipping & Delivery Policy.

5. Returns & Cancellations

Please refer to our Return & Refund Policy for details of our change-of-mind return arrangements.

If you wish to cancel an order, contact us as soon as possible. Changes or cancellations may not be possible once processing or dispatch has begun. This does not affect any statutory cancellation or refund rights.

Our return policy does not limit remedies available under the Australian Consumer Law, including remedies for faulty, unsafe, or incorrectly described products.

6. Delivery Issues & Responsibility

Customers must provide a correct and complete shipping address at checkout.

Please report address errors within 24 hours of placing your order. We will try to make the correction, but changes may not be possible once processing or dispatch has begun.

If tracking shows delivery but you have not received the parcel, contact us so we can investigate with the courier. A delivery scan does not automatically remove your legal rights.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.

7. Intellectual Property

Website content, including text, images, logos, and designs, is owned by Novello or used with permission from its respective owners.

Except where permitted by law, this content may not be copied, reproduced, distributed, or used commercially without permission from the relevant rights holder.

8. Complaints Procedure

If you have a complaint, please contact info@novello-co.com. Include your order number and a description of the issue.

We aim to respond within 5 business days and will work to resolve complaints promptly and fairly.

9. Governing Law & Australian Consumer Rights

These Terms & Conditions are governed by the laws of the Netherlands, subject to any mandatory laws applicable to your purchase.

For customers in Australia, this choice of law does not exclude, restrict, or modify rights or remedies under the Australian Consumer Law, or any other mandatory protections that apply.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

10. Changes to These Terms

We may update these Terms & Conditions from time to time. Changes apply to orders placed after the updated terms are published.

The terms in effect when you place your order apply to that purchase.

Last Updated: 6 October 2026