Welcome to the NOVI® website. This website is operated by PARALON S.A.S., a company legally incorporated in Colombia, identified with NIT 900.453.274-1.  with registered address in Funza, Cundinamarca. By accessing, browsing, or using the services offered on our website www.colchonesnovi.com (hereinafter, the “Site”), you expressly and unequivocally accept these Terms and Conditions of Use, which govern the legal relationship between the user and NOVI®.

This document has been prepared in accordance with Colombian legislation applicable to electronic commerce, consumer protection, and personal data processing, in particular Law 1480 of 2011, Law 1581 of 2012, Law 527 of 1999, and their regulatory decrees.

1. ACCEPTANCE OF TERMS

   Use of the Site implies your full and unreserved acceptance of all the conditions set forth herein. NOVI® reserves the right to modify these Terms of Use at any time and without prior notice. Modifications will take effect upon publication. We recommend that you review this section periodically.

2. USE OF THE SITE

   Access to the site is limited to persons of legal age and with legal capacity to enter into contracts. The user agrees to use the site responsibly and in accordance with the law, refraining from conduct that affects its operation, security, or integrity, as well as from infringing on the rights of third parties.

   The Site is intended to provide information about NOVI® products, enable online purchases, and provide customer support. Misuse of the Site is prohibited, including, but not limited to:

   Accessing data not intended for the user.

   Introducing malicious software or performing actions that affect the functioning of the Site.

   Use the content of the Site for commercial purposes without prior written authorization.

   Any unauthorized use constitutes a violation of these Terms of Use and may result in legal action.

3. INTELLECTUAL PROPERTY

   All content on the Site, including text, images, logos, designs, trade names, technologies, and any other graphic or audiovisual material, is the exclusive property of PARALON S.A.S. or has been licensed for use. It is strictly prohibited to copy, reproduce, modify, or distribute this content without prior written authorization.

4. PRODUCT INFORMATION AND AVAILABILITY

   NOVI® makes reasonable efforts to ensure that product information is accurate, up-to-date, and complete. However, we do not guarantee the absolute accuracy of descriptions, colors, prices, or availability. We reserve the right to modify or discontinue products at any time without prior notice.

   The products displayed on the website are intended exclusively for personal and domestic use. NOVI® guarantees that the characteristics, materials, and manufacturing conditions of the products comply with applicable quality standards and technical regulations.

   Images are for reference only and may vary slightly from the final product. Product availability is subject to inventory.

5. PRICES, PROMOTIONS, AND BILLING

   All prices are expressed in Colombian pesos and include applicable taxes. NOVI® reserves the right to modify prices at any time. Promotions and discounts will be valid only during the indicated period or while supplies last, whichever comes first.

   Once the purchase has been confirmed, the system will issue an electronic invoice, which will be sent to the email address registered by the user.

6. ONLINE SHOPPING

   Purchases made through the Site are subject to product availability, payment verification, and compliance with our Warranty Policies, Return Policies and Right of Withdrawal, and Delivery Terms. All applicable conditions are detailed in the corresponding sections of the Site and are understood to be accepted at the time of purchase.

   When placing an order, the user authorizes NOVI® to validate the payment methods, verify the buyer's identity, and confirm the availability of the product. NOVI® reserves the right to refuse a transaction for security reasons, suspected fraud, or obvious errors in the price or description of the product.

7. DELIVERY POLICY

   Products will be delivered to the address indicated by the buyer within the national territory, within the timeframes communicated at the time of purchase. In areas that are difficult to access or without direct coverage, deliveries may be coordinated with partner logistics operators.

   The buyer must ensure that there is someone available to receive the order. Any additional costs incurred due to failed delivery attempts will be borne by the buyer.

   7.1 Free shipping in Bogotá

   Free shipping is only available for purchases whose final destination is within the urban perimeter of the city of Bogotá D.C. This condition applies to all products that NOVI® has available for direct distribution in this area.

   7.2 Deliveries outside Bogotá and shipping charges

   For deliveries to municipalities or cities other than Bogotá, the customer must first contact one of our sales advisors through the official channels to inquire about the shipping cost. The price quoted by the advisor will correspond to shipping per unit and may vary depending on factors such as destination, volume, weight, or type of product purchased.

   NOVI® reserves the right to modify the conditions and rates for domestic shipping at any time, without prior notice, while respecting the commitments made to customers prior to the modification. Any changes or additional charges will be communicated to the customer before the shipment is finalized.

   7.3 Restrictions on lingerie products

   For reasons of hygiene and health, lingerie products such as pillows, duvets, protectors, pet beds, or similar items cannot be exchanged or returned. This includes requests resulting from withdrawal, dissatisfaction, or errors in product selection by the customer. We recommend carefully reviewing the product specifications and features before finalizing your purchase.

   7.4 Requirements for successful delivery

   The customer must ensure that there is a responsible person at the delivery location with sufficient access to receive the product. NOVI® is not responsible for delays or additional costs caused by lack of access, absence of a recipient, or incorrect delivery information. Any additional delivery attempts outside of the initially agreed-upon conditions may result in additional charges.

8. TRIAL PERIOD

   NOVI® offers a warranty period on some of its products.

   This benefit applies only to products covered by the warranty and is subject to the conditions detailed in the warranty policy for each product line.

   In case of return during this period, the product must be in acceptable condition, undamaged, and in its original packaging or equivalent, as described in the warranty policy.

9. WARRANTY, RETURNS, AND EXCHANGES POLICY

   All products have a minimum legal warranty in accordance with Colombian law. If the product has manufacturing or performance defects, the user may request the application of the warranty, which includes repair, replacement, or refund, as appropriate.

   The request must be sent to servicio@colchonesnovi.com with a description of the case, photographic evidence, order number, and contact details. NOVI® will review the request and respond within 15 business days.

   NOVI® products have different warranty periods depending on the type of item. This period will take effect from the date of delivery.

   The warranty covers manufacturing defects in materials or workmanship.

   It does not cover damage resulting from misuse, improper handling, moisture, stains, cuts, deformation due to an unsuitable base, or normal wear and tear of the product.

   To activate the warranty, the customer must keep the invoice and follow the instructions for use and care.

10. RIGHT OF WITHDRAWAL

    In accordance with Article 47 of Law 1480 of 2011, consumers may exercise their right of withdrawal within five (5) business days of delivery of the product purchased through the website. To do so, they must return the product in the same condition in which they received it, unused and in its original packaging.

    Return costs shall be borne by the buyer, unless the error or defect is attributable to NOVI®. Once the product has been received in the conditions described, the refund will be processed within thirty (30) calendar days.

    The right of withdrawal does not apply to in-person purchases.

    The product must be returned in perfect condition, unused, with all its original packaging and labels.

11. PRIVACY POLICY

    The processing of personal data collected through the Site is governed by our Personal Data Processing Policy, in compliance with Law 1581 of 2012 and Decree 1377 of 2013. By browsing and registering on the Site, you authorize NOVI® to process your data in accordance with this policy.

    NOVI® will process users' personal data in accordance with its Personal Data Processing Policy, available on the website. The user expressly authorizes the processing of their data for commercial, logistical, legal, and promotional purposes. The information will be protected with appropriate IT security standards.

12. DISCLAIMER

    To the extent permitted by Colombian law, PARALON S.A.S. and its NOVI® brand shall not be liable for:

    Direct or indirect damages arising from the use or inability to use the Site.

    Technical failures, service interruptions, viruses, or other elements that may affect the functioning of the Site or the user's device.

    Errors in the information provided by third parties through links or integrations with external platforms.

13. LINKS TO THIRD PARTIES

    The Site may contain links to third-party websites. These links are provided solely for your convenience and do not imply any endorsement or responsibility on the part of NOVI® for the content, practices, or services offered by such sites.

14. APPLICABLE LAW AND JURISDICTION

    These Terms of Use are governed by the laws of the Republic of Colombia. Any dispute arising from the use of the Site shall be resolved before the ordinary Colombian courts, with jurisdiction in the domicile of NOVI®.

15. CONTACT

    For any questions, suggestions, or comments regarding these Terms of Use,  For questions regarding the website or a specific order, users can contact our customer service team via email at: servicio@colchonesnovi.com