Terms of service

These terms explain how you may use novgear.store and how purchases from NovGear are handled. Please read them together with our Shipping Policy, Return and Refund Policy and Privacy Policy.

1. Contacting NovGear

For questions about a product, order, delivery, return or complaint, email contact@novgear.store. Our business correspondence address is NovGear, Flughafenstraße 42, 12053 Berlin, Germany. Return parcels must follow the return instructions supplied by our support team.

2. Product information

Read the product description, dimensions, compatibility details and included accessories before ordering. Images illustrate the product; colours may appear differently on different screens. This does not affect your right to receive goods matching their description. Contact us if an important specification is unclear before making your purchase.

Products must be used in accordance with the manufacturer's instructions and applicable safety requirements. Do not use electrical equipment, batteries or powered tools if they appear damaged or unsafe.

3. Prices and payments

Store prices are displayed in pounds sterling (GBP). The total amount payable, including any applicable taxes and charges, is displayed at checkout before you submit your order. Standard UK shipping is free. Customers are not charged additional UK import duties on delivery.

Payment methods available for your order are displayed at checkout. Payments are processed through the checkout's payment providers. Please provide accurate billing and delivery details and use a payment method you are authorised to use.

If a pricing or product information error affects an order, we will contact you to explain the issue and agree how to proceed. We will not charge a higher amount or substitute a different item without your agreement. If we cannot fulfil the order, we will refund the affected payment.

4. Placing an order

Review your basket, product choices, delivery address and payment details before placing an order. We send an email acknowledging receipt of your order. Acceptance occurs when we send the dispatch confirmation for the relevant goods. If an item cannot be supplied, we will inform you and refund any payment taken for it.

Keep your order confirmation for reference. If you notice an error, email us promptly with your order number. Changes may not be possible after dispatch, but your cancellation and return rights still apply.

5. Delivery

We deliver across the United Kingdom. Allow 1–2 days for processing followed by an estimated 5–7 business days in transit after dispatch. Business days are Monday to Friday, excluding public holidays. See our Shipping Policy for the full shipping table, tracking information and the process for delayed or damaged deliveries.

Please contact NovGear directly if a shipment is missing or arrives damaged. We will investigate and arrange the appropriate remedy. A carrier delay does not remove your consumer rights.

6. Cancellations, returns and refunds

We offer a 30-calendar-day return request window after delivery, free return shipping and no restocking fee. Email us to arrange a prepaid return label or suitable collection. Refunds are made to the original payment method. The full procedure, item condition requirements and refund timing are explained in our Return and Refund Policy.

You may notify us of cancellation by a clear email or written statement. No special form is required. These terms and our store policies do not restrict your statutory rights for cancellation, faulty goods or goods that do not match their description.

7. Warranty and product faults

Purchases include a one-year NovGear warranty from delivery for product faults arising under normal intended use. Any applicable manufacturer's warranty is additional and subject to its own terms and regional eligibility. Contact NovGear with the order details if you need help. Warranty terms do not replace or shorten your statutory consumer rights.

8. Accounts and website use

If you create an account, keep your login details secure and tell us if you suspect unauthorised use. Provide accurate information when placing orders or contacting support. Do not use the website for fraudulent transactions, unlawful activity, interference with its operation or unauthorised access to another person's information.

Website content and product materials may be protected by intellectual property rights. You may use the website to browse and purchase products for lawful purposes; reproducing content for commercial use requires the relevant rights holder's permission.

9. Privacy

Our Privacy Policy explains how personal information is processed when you browse, order or contact us, and how to exercise privacy rights. Please do not send passwords or complete payment card details by email.

10. Responsibility and consumer rights

Nothing in these terms excludes responsibility that cannot lawfully be excluded, including responsibility for fraud, death or personal injury caused by negligence, or your statutory rights as a consumer. Any mandatory consumer protections that apply to your purchase remain available to you.

11. Complaints

If you are unhappy with an order or our service, email contact@novgear.store with your order number, a description of the issue and the outcome you are seeking. We will review the information, investigate where needed and reply with the next steps. You may continue to exercise any legal remedies available to you.

12. Updates to these terms

We may update these terms for future purchases. The version in effect when you place your order applies to that order unless a change is required by law or agreed with you. Keep a copy of the terms and policies provided with your purchase.

Last updated: 12 October 2026