Delivery
Mountainsflame strives to deliver within one business day. If your product is in stock, it will be delivered within one day if you order before 5:00 PM on weekdays. If it unexpectedly takes longer, we will contact you.

If a product is out of stock, there is a delivery time. Call or email us for more information about the delivery time of your desired product. This way, we avoid misunderstandings!

Returns and Reflection Period
Welcome to Nova Handel B.V. Below, you'll find everything you need to know about returning products and your rights as a consumer.

Reflection Period
You have the right to return your order up to 14 days after receipt, without giving a reason. This could be because you're not satisfied with the product, for example.

To request a return, please complete the withdrawal form via the link below or send an email. Unfortunately, we cannot process telephone requests.

Download the withdrawal form

Returns Policy for Online Orders
You can cancel your order up to 14 days after receipt.

The return costs are at your own expense and depend on the weight of the package.
Ensure the product is complete and in its original condition, including packaging and accessories.

Please note: we are not responsible if the package is lost due to an incorrect return label.
Original condition of the product
For returns, the product, including all accessories supplied, and – if reasonably possible – must be returned in its original condition and packaging, including any parts such as protective film. If the product or packaging is damaged more than necessary for testing, we may charge you for the depreciation. Therefore, please handle the product with care and ensure it is properly packaged upon return.
Products that have already been processed, such as sawn or glued, are considered damaged.
EPS (Styrofoam) products must be returned properly packaged and insured. Damage may result in a reduction in value.
Exchanging a product

Would you like to exchange a product? That's possible.

You are responsible for paying the return shipping costs. For large panels such as marble, natural stone, or acoustic panels, an additional shipping cost of 500 MAD applies for sending the new panels.
Incorrect delivery address or absence
Please contact us immediately if you receive an incorrect address or are absent.
Cancellations within 24 hours of delivery may incur additional shipping costs.
For products we deliver ourselves (large panels, not via PostNL), we charge 500 MAD if you are not home or have provided an incorrect address.
Exceptions
Personalized products, such as wall panels with a personalized photo, cannot be returned. All other products ordered through the webshop can be returned as usual.

Returns and their costs
We deliver our products ourselves. If you wish to return a product and we collect it ourselves, the following return costs apply:

We collect returns ourselves:
Morocco: 500 MAD + 100 MAD per panel (10 panels or more)
You can also bring them to our showroom in Tangier.
Or via our own courier service.
Return costs for flooring
Orders over 40,000 MAD: return costs 700 MAD + 10%.
In-person returns are only possible at our showroom in Tangier.

Return address:
Nova Handel B.V.
Avenue Des Forces Armées Royales IMM4 LOCAL N88 ELAZIB HAJ KEDOUR
9000 Tangier