Refund policy

Last updated: October 26, 2026

Summary

  • You have 30 calendar days from the day you receive your order to return it, no questions asked. This includes sale items.
  • If your product arrives damaged, defective or wrong, we fix it at no cost to you.
  • We refund you within 14 calendar days, using your original payment method.

Can I return a product?

Yes. You can cancel your purchase within 30 calendar days from the day you, or a person you name (other than the carrier), receive the product. If your order arrives in several packages, the period starts when the last one is delivered. You don't need to give any reason.

This period is never shorter than the one the law of your country gives you:

  • European Union: 14-day right of withdrawal (Directive 2011/83/EU).
  • United Kingdom: 14-day right to cancel from delivery (Consumer Contracts Regulations 2013).
  • Chile: derecho a retracto (right of withdrawal) of 10 days from receipt of the product, without giving a reason (art. 3 bis, Law 19.496).
  • Mexico: right to revoke your consent within 5 business days from delivery (art. 56, Federal Consumer Protection Law).
  • Colombia: derecho de retracto (right of withdrawal) of 5 business days from delivery (art. 47, Law 1480 of 2011).
  • Peru: the return period for distance purchases set by the Consumer Protection and Defense Code (Law 29571) and its amendments.
  • Canada: in addition, any cancellation rights given to you by your province's consumer protection law.
  • United States, Australia and New Zealand: the law does not set a general change-of-mind return period, so the period in this policy applies.

How do I request a return?

Let us know before the period ends, using any of these options:

  • Click "Withdraw from contract" in our store (Shopify's withdrawal function). You don't need to log in.
  • Email us at novacommerce.soporte@gmail.com with your order number.
  • Send us the model withdrawal form at the end of this policy. Using it is optional.

We will send you an acknowledgment with the date and time of your request, together with the address of the warehouse for your country. You then have 14 calendar days to send the product back.

What condition should the product be in?

You can examine the product as you would in a physical store. If you use it, install it or handle it more than needed to check it, we may deduct any loss in value from your refund. That deduction can reach the full value if the product can no longer be sold.

If you still have the original packaging, we appreciate it if you use it. In the European Union, keeping it is not a condition for returning the product. In Chile, the law asks that, when you exercise your derecho a retracto, the product is returned in good condition with its original packaging items (labels, accessories and manuals).

Who pays for return shipping?

If you return the product because you changed your mind, you pay for return shipping, with these exceptions:

  • Chile: we pay for return shipping when you exercise your derecho a retracto.
  • If the product is defective, arrived damaged or is not what you ordered, we always pay.

When do I get my money back?

We refund everything you paid, including the original shipping costs. The only exception is any extra cost if you chose a shipping option more expensive than standard.

We refund you within 14 calendar days from the day you tell us you are cancelling. We may wait until we receive the product, or until you send us proof that you have shipped it. We use your original payment method and charge you nothing for the refund.

Your bank may take a few extra days to show it. If you don't see it after 15 business days, email us at novacommerce.soporte@gmail.com.

What if the product arrives damaged, defective or wrong?

Check your order when you receive it. If there is a problem, email us at novacommerce.soporte@gmail.com with your order number and, if possible, a photo or video. You don't have to send it back right away. You choose: we send you a free replacement or we refund you. If we need the product back, we pay for shipping.

What warranty does the product have?

All products come with the legal guarantee provided by the law of your country. It is free and separate from your right to return:

  • European Union: at least 2 years for lack of conformity (3 years in Spain), or the longer period set by your country.
  • United Kingdom: if the product is faulty, you can reject it within the first 30 days for a full refund; after that, you are entitled to a repair or replacement, and you can claim for up to 6 years (5 in Scotland) (Consumer Rights Act 2015).
  • United States: the implied warranties provided by the law of your state.
  • Canada: the statutory warranties of quality under your province's law, which cannot be excluded.
  • New Zealand: the guarantees under the Consumer Guarantees Act 1993, which cannot be excluded.
  • Chile: 6-month legal guarantee. You choose between a replacement, a repair or a refund.
  • Mexico: minimum guarantee of 90 days from delivery. We cover the costs of making it effective.
  • Colombia: legal guarantee (arts. 7 and 8, Law 1480 of 2011): free repair and, if the defect happens again, a replacement or refund; unless the law sets another period, 1 year.
  • Peru: guarantee of suitability (Law 29571): repair, replacement or refund if the product is not fit for its purpose.

Australia: 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Are there products that can't be returned?

  • Gift cards.

This exception does not limit your legal guarantee or any right the law of your country gives you.

Colombia: payment reversal

If you paid by card or another electronic method and you were a victim of fraud, did not request the transaction, did not receive the product or received it defective, you can request a payment reversal within 5 business days of becoming aware of it (art. 51, Law 1480 of 2011). Let us know at novacommerce.soporte@gmail.com and contact your bank.

Can I exchange a product?

The fastest way is to return the product under this policy and place a new order.

What if I don't agree with the solution?

We reply to all inquiries within 24 to 48 business hours. If you are not satisfied, you can contact the consumer authority of your country: in the European Union, your national consumer body or the European Consumer Centres Network; in the United Kingdom, Citizens Advice or Trading Standards; in Canada, your provincial consumer protection office; in Australia, the ACCC or your state's Fair Trading agency; in New Zealand, the Commerce Commission or the Disputes Tribunal; in Mexico, the Federal Consumer Protection Agency (PROFECO); in Chile, the National Consumer Service (SERNAC); in Colombia, the Superintendency of Industry and Commerce (SIC); in Peru, INDECOPI. Please also see our Shipping Policy and Terms of Service.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: StrideLife, São José dos Pinhais – Paraná, Brazil, novacommerce.soporte@gmail.com:

I hereby give notice that I withdraw from my contract of sale of the following goods: ____________
Order no.: ____________ — Ordered on / received on: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature (only if this form is sent on paper): ____________
Date: ____________