Refund Policy

Novatelia is the shared brand of two companies. Cancellations, returns and refunds are handled by the company that sells to you, which depends on the delivery country.

Before payment: you can cancel an order by email before it is paid. No payment has been made, so nothing needs to be refunded.

After payment and before dispatch: email us with the order reference to cancel. The full amount paid is refunded to the original payment method within 14 days.

After dispatch: the order is handled as a return, below.

Return window: 7 days from delivery, for items that are unused, complete and in their original packaging.

Contact us with the order reference before sending anything back so we can confirm the return.

These items cannot be returned unless they are faulty: opened software, licences and subscriptions; custom-configured or special-order items; consumables.

Restocking fee: none. For a change-of-mind return of a sealed item, the customer pays the return shipping.

If an item arrives damaged, faulty (dead on arrival) or is not what you ordered, tell us within 15 days of delivery, with the order reference and photos. We will replace it or repair it under the manufacturer warranty, or refund it where a replacement or repair is not possible. There is no fee, and we cover the return shipping.

Faults found later are handled under the manufacturer warranty. Your rights under the consumer protection laws of Oman and the UAE, including the right to replace or return a defective item within the period set by law, are not affected.

Refunds are made to the original payment method, in the currency of the order (OMR or AED).

Refund timeline: within 14 days after the returned item is received and inspected. The time for the money to appear on your statement also depends on your bank or card issuer.

Orders made from a written quotation follow the return and cancellation terms stated in that quotation.

Email [email protected], telephone Oman +968 78082410, telephone UAE +971 56 690 1828.

See also the Terms and Conditions and the Shipping Policy.