1.1. Seller and scope This Order Cancellation, Withdrawal and Returns Policy applies to products purchased through the NOHE online store, hereinafter referred to as the “Website.” The Seller is: Individual Entrepreneur Maksim Yuryevich Nikolaev Taxpayer Identification Number: 40114984 Registered address: 75/5 Yeznik Koghbatsi Street, Yerevan, Republic of Armenia E-mail: hello@nohe.care Hereinafter referred to as “NOHE” or the “Seller.” For the purposes of this Policy:
  • “Customer” means a person placing or receiving an order;
  • “Consumer” means a natural person purchasing products for purposes unrelated to business or professional activity;
  • “Business Day” means a day other than Saturday, Sunday or an official public holiday in the Republic of Armenia.
This Policy forms an integral part of the NOHE Public Offer Agreement. Nothing in this Policy excludes or limits any mandatory right granted to a Consumer under applicable law. 1.2. Cancellation before handover to CDEK The Customer may request cancellation of an order at any time before the order has been physically handed over by NOHE to CDEK for delivery. The cancellation request must be sent to hello@nohe.care and should include:
  • the order number;
  • the Customer’s full name;
  • the telephone number or e-mail address used when placing the order.
If the order has not yet been handed over to CDEK, NOHE will:
  • cancel the order;
  • refund all payments received in connection with the cancelled order, including any delivery charge paid to NOHE;
  • charge no cancellation, handling or restocking fee.
NOHE will initiate the approved refund within no more than 10 Business Days after confirming cancellation. The refund will ordinarily be made using the same payment method used for the original transaction. Another lawful method may be used only where the Customer expressly agrees and NOHE is technically able to use that method. After NOHE initiates the refund, additional time may be required for the amount to appear in the Customer’s account. This additional processing time is determined by the card issuer, payment system and other financial institutions involved in the transaction and is outside NOHE’s control. 1.3. Withdrawal after handover to CDEK Once the order has been physically handed over to CDEK, it can no longer be treated as a pre-dispatch cancellation. The Consumer may nevertheless communicate a decision to withdraw from the purchase by:
  • sending an express withdrawal notice to NOHE;
  • refusing to accept the shipment from the CDEK courier;
  • refusing to collect the shipment from a CDEK pick-up point.
A refusal communicated only to CDEK may not provide NOHE with all information required to identify and process the withdrawal. The Consumer should therefore also notify NOHE at hello@nohe.care and state the order number. Where a shipment is refused after dispatch:
  • the statutory withdrawal and refund rules apply;
  • the Consumer may bear the documented direct cost of returning the shipment to NOHE, including return-related carrier or clearance costs that form part of the return process, but only to the extent such costs may lawfully be borne by the Consumer and the Consumer was informed of this obligation before placing the order;
  • NOHE does not charge a separate cancellation penalty or restocking fee;
  • in a valid statutory withdrawal, NOHE does not deduct the cost of the least expensive standard outbound delivery method from the statutory refund and does not impose an automatic round-trip shipping charge;
  • any additional amount paid because the Consumer selected a delivery method more expensive than the least expensive standard method offered for the order is not refundable.
1.4. Fourteen-day right of withdrawal Except where a statutory exception applies, a Consumer may withdraw from a distance sales contract without giving any reason within 14 calendar days. For a sales contract, the withdrawal period begins:
  • on the date on which the Consumer or a person designated by the Consumer physically receives the product;
  • where several products ordered together are delivered separately, on the date on which the final product is physically received;
  • where a product is delivered in several shipments or parts, on the date on which the final shipment or part is physically received.
The Consumer may communicate the decision to withdraw before physically receiving the product. To exercise the right of withdrawal, the Consumer must send NOHE an unambiguous statement before the applicable period expires. The notice may be sent to hello@nohe.care and should include:
  • the order number;
  • the Consumer’s full name;
  • the product or products concerned;
  • the date of receipt, if the products have already been delivered;
  • the telephone number and e-mail address associated with the order.
No reason for withdrawal is required. NOHE will acknowledge receipt of an electronically submitted withdrawal notice without undue delay by e-mail or another durable medium. The Consumer is responsible for retaining evidence that the withdrawal notice was submitted within the applicable period. If NOHE has failed to provide the legally required information concerning the right of withdrawal before conclusion of the contract, the withdrawal period may be extended in accordance with applicable law. 1.5. Cosmetics and hygienically sealed products NOHE products are perfumery, cosmetic and personal care products. Under Decree of the Government of the Republic of Armenia No. 77 dated 30 January 2002, perfumery and cosmetic products of proper quality are included in the list of non-food products that are not subject to exchange under the general retail rule. For distance sales, that general rule is applied together with the mandatory distance-contract provisions of the Law of the Republic of Armenia “On Protection of Consumer Rights”. Nothing in this Section excludes a mandatory statutory distance-withdrawal right where that right applies. Accordingly, a cosmetic product of proper quality may be returned under an applicable statutory distance-selling right only where:
  • it has not been used;
  • its hygienic seal, foil membrane, tamper-evident protection or other first-opening protective element remains intact;
  • its consumer properties and original condition have been preserved;
  • no statutory exception otherwise excludes the right of withdrawal.
For health protection and hygiene reasons, a cosmetic or personal care product of proper quality cannot be returned under a change-of-mind withdrawal right after the Consumer has broken or removed its hygienic seal, foil membrane, tamper-evident protection or other first-opening protective element. An ordinary reusable cap, without a separate first-opening or hygienic protective element, may not by itself be treated as a hygienic seal. A subjective preference concerning scent, texture, colour, absorption, finish or other characteristic that corresponds to the Product description does not by itself constitute a defect or non-conformity. The restrictions applicable to products of proper quality do not apply where the Product:
  • is defective;
  • is damaged;
  • has leaked;
  • is incorrectly supplied;
  • does not correspond to its description;
  • is incomplete;
  • is unsafe;
  • otherwise fails to conform to the contract or applicable mandatory requirements.
Opening a Product where reasonably necessary to discover or confirm a defect does not by itself eliminate the Consumer’s rights concerning a defective or non-conforming Product. 1.6. Return procedure Unless NOHE offers to collect the product, the Consumer must send or hand it back no later than 14 calendar days after notifying NOHE of the decision to withdraw. The deadline is met if the product is handed over to the return carrier before the 14-day return period expires. Before sending the product, the Customer must contact hello@nohe.care to receive:
  • the applicable return address;
  • return identification instructions;
  • information concerning the available return procedure.
Products must not be sent to NOHE’s registered address unless NOHE has expressly confirmed that address as the applicable return address. The Customer should retain:
  • the return shipment receipt;
  • the tracking number;
  • other evidence of dispatch
until the return and refund have been completed. 1.7. Condition of products returned under the right of withdrawal The Customer may examine the product only to the extent reasonably necessary to establish its nature, characteristics and condition. A product of proper quality should be returned:
  • unused;
  • complete;
  • with its original consumer properties preserved;
  • with all labels and protective elements intact;
  • with its hygienic seal or first-opening protection intact;
  • with its original packaging where that packaging forms part of the product’s protective or hygienic condition;
  • together with the order number, receipt or other evidence establishing that the product was purchased from NOHE.
The absence of a paper receipt does not automatically deprive the Customer of consumer rights where the purchase can be established by other evidence. The Consumer may be responsible for a reduction in the value of the product caused by handling beyond what was reasonably necessary to establish its nature, characteristics and condition. 1.8. Return costs For a voluntary withdrawal concerning a product of proper quality, the Consumer bears the direct cost of returning the product to NOHE. The actual return cost is determined by the return carrier according to factors including:
  • origin and destination;
  • shipment weight and dimensions;
  • selected tariff;
  • route;
  • additional services.
NOHE does not add a cancellation fee, handling fee or restocking fee to the direct return transportation cost. Where a shipment is refused because the recipient does not pay a customs duty, import tax, customs-clearance charge or other destination-country amount that is lawfully payable by the recipient, the refusal does not convert the return into a return caused by NOHE. In such a case:
  • the Consumer may bear the documented direct cost of returning the shipment, including return-related carrier or clearance costs, where such costs form part of returning the shipment and may lawfully be borne by the Consumer;
  • NOHE will not impose an automatic penalty;
  • NOHE will not deduct amounts that may not lawfully be charged to the Consumer and, in a valid statutory withdrawal, will not retain the least expensive standard outbound delivery charge or impose an automatic round-trip shipping fee.
Where the return results from a defective, damaged, incorrect, incomplete or otherwise non-conforming product, NOHE bears the reasonable return transportation cost to the extent required by applicable law. 1.9. Refund amount following withdrawal Following a valid statutory withdrawal, NOHE will refund:
  • the price paid for the returned products;
  • the delivery charge corresponding to the least expensive standard delivery method offered by NOHE for the order;
  • any other amount that must be refunded under applicable law.
NOHE is not required to refund additional delivery costs resulting from the Consumer selecting a delivery method more expensive than the least expensive standard delivery method offered for the order. Where only part of an order is returned, the refundable delivery amount, if any, will be determined according to applicable law and whether the original delivery charge would have been different without the returned products. 1.10. Refund timing and method NOHE will initiate an approved refund without undue delay and within no more than 10 Business Days. This 10-Business-Day service period does not extend any shorter mandatory deadline established by applicable law. For a statutory withdrawal:
  • NOHE will not initiate the refund later than the mandatory period calculated from the date on which NOHE receives notice of the withdrawal;
  • where permitted by law, NOHE may withhold the refund until it receives the returned product or the Consumer provides evidence that the product has been sent back;
  • after the lawful basis for withholding ends, NOHE will initiate the refund without undue delay and within no more than 10 Business Days, subject to any shorter mandatory statutory period.
The refund will ordinarily be made using the same payment method used for the original transaction. Another refund method may be used only where:
  • the Customer expressly agrees;
  • the method is lawful;
  • NOHE is technically able to use it.
NOHE does not charge a refund processing fee. Refunds are initiated in Armenian drams. Where the card account is maintained in another currency, the amount credited in that currency may differ from the amount originally debited because of:
  • exchange-rate movements;
  • the conversion rate applied by the card issuer or payment system;
  • fees imposed by the Customer’s financial institution.
After NOHE initiates the refund, the card issuer or payment system may require additional time to post it to the Customer’s account. NOHE does not control this additional processing period. 1.11. Defective, damaged, incorrect or non-conforming products Where a product is defective, damaged, incorrectly supplied, incomplete or otherwise non-conforming, the Consumer may exercise the remedies provided by applicable law. Depending on the nature of the issue, these remedies may include:
  • replacement with a conforming product;
  • elimination of the defect, where appropriate;
  • a proportionate reduction of the price;
  • termination of the contract;
  • refund of the amount paid;
  • reimbursement of recoverable losses.
NOHE will accept and examine a properly submitted claim concerning a potentially defective or non-conforming product. Where the existence or cause of the defect is disputed, NOHE may arrange an examination in accordance with applicable law. The cost of an examination that the Seller is legally required to arrange is borne by NOHE. Where the contract is terminated because of a defective or non-conforming product:
  • NOHE will bear the legally applicable return cost;
  • no deduction will be made because the product was reasonably used before the defect was discovered;
  • no deduction will be made for the return cost that must legally be borne by NOHE.
An approved refund for a defective or non-conforming product will be initiated without undue delay and within no more than 10 Business Days after the refund becomes payable, subject to any shorter mandatory statutory period. 1.12. Inspection and evidence of transport damage The Customer is strongly encouraged to inspect the shipment at the time of delivery, where reasonably possible. The inspection should include:
  • the external condition of the package;
  • signs of opening, crushing, puncture, leakage or tampering;
  • the number of packages;
  • the condition and quantity of the products.
Where visible damage or discrepancy is identified, the Customer should:
  • notify the CDEK representative immediately;
  • request that an act, report or notation be prepared with the CDEK representative;
  • take clear photographs or video of the package and affected products before leaving the pick-up point or while the courier is present;
  • retain the packaging;
  • notify NOHE at hello@nohe.care as soon as reasonably possible.
The notice to NOHE should include:
  • the order number;
  • a description of the issue;
  • photographs, video, CDEK documentation or other available evidence;
  • the remedy requested.
Failure to obtain a CDEK act or to take photographs at the time of delivery may make it more difficult to determine when and how visible mechanical damage occurred. However, the absence of such evidence does not automatically eliminate the Customer’s statutory rights, particularly where:
  • the defect was hidden;
  • the damage could not reasonably have been discovered at delivery;
  • other evidence establishes that the product was defective or damaged before the risk passed to the Customer.
Each claim will be considered on the basis of the available evidence and applicable law. 1.13. Damage caused after delivery NOHE is not responsible for deterioration or damage caused after the risk has passed to the Customer by:
  • use contrary to the product instructions;
  • failure to comply with warnings or precautions;
  • storage outside the stated conditions;
  • contamination;
  • modification;
  • misuse;
  • an act of the Customer or another person.
This provision does not apply where the issue resulted from a defect that existed before the risk passed to the Customer. 1.14. Mandatory consumer rights Nothing in this Policy:
  • excludes liability that cannot lawfully be excluded;
  • reduces a mandatory conformity or defect right;
  • requires a Consumer to waive a claim before the relevant facts arise;
  • limits the right to contact a competent public authority or court.
Where this Policy conflicts with a mandatory rule of applicable consumer law, the mandatory rule applies.
2.1. Delivery provider and Seller’s responsibility Orders placed through the NOHE Website are delivered using CDEK. NOHE remains the Customer’s contractual Seller. The use of CDEK as a delivery provider does not remove or reduce any responsibility that NOHE bears to a Consumer under mandatory law. A breach, delay or failure by CDEK does not automatically release NOHE from its obligations to the Consumer. 2.2. Delivery territory Delivery is available, subject to current legal, operational and transport restrictions, to eligible destinations in:
  • Armenia;
  • Russia;
  • Kazakhstan;
  • Belarus;
  • Kyrgyzstan;
  • Georgia.
Delivery availability for a particular city, address or CDEK pick-up point is determined by the options made available by CDEK and displayed during checkout. The display of a country on the Website does not guarantee that every Product can be delivered to every location within that country where delivery is prevented by law, current carrier restrictions, security conditions or another objectively applicable restriction. 2.3. Delivery methods Depending on CDEK service availability for the destination, the Website may offer:
  • delivery to a CDEK pick-up point;
  • courier delivery to the address specified by the Customer;
  • another CDEK delivery method expressly displayed during checkout.
Only delivery methods displayed as available during checkout may be selected for the relevant order. 2.4. Delivery cost Delivery cost is calculated according to the applicable CDEK parameters, which may include:
  • country and city of dispatch and destination;
  • delivery method;
  • selected tariff;
  • shipment weight and dimensions;
  • route;
  • remote-area conditions;
  • additional delivery or customs-clearance services;
  • other parameters applied by CDEK.
The delivery charge payable to NOHE will be displayed before the Customer confirms the order and payment obligation. The checkout summary will display the price of the Products, the delivery charge, any other mandatory amount collected by NOHE, and the total amount payable in AMD. A preliminary delivery calculation may change before order confirmation if the address, weight, dimensions, tariff or other shipment parameters change. The delivery price shown in the final checkout summary and accepted by the Customer forms part of the contract. 2.5. Delivery period The estimated delivery period is determined according to:
  • the time required by NOHE to prepare the order;
  • the selected CDEK delivery service;
  • the destination and route;
  • customs or transit procedures where applicable;
  • other applicable delivery parameters.
The overall estimated delivery period will be displayed during checkout or communicated in the order confirmation. A CDEK transportation estimate may begin when CDEK physically accepts the shipment from NOHE. The overall delivery information provided by NOHE must also account for the applicable order preparation period. Unless the Parties expressly agree otherwise, NOHE will deliver the Products no later than 30 calendar days after conclusion of the contract. Where an estimated delivery period exceeding 30 calendar days applies, it must be disclosed to and expressly accepted by the Customer before the order is placed. 2.6. Circumstances affecting delivery Delivery may be affected by:
  • customs or transit processing;
  • inspections by competent authorities;
  • incorrect or incomplete recipient information;
  • inability to contact the recipient;
  • recipient unavailability;
  • public holidays;
  • severe weather;
  • transport disruption;
  • security restrictions;
  • lawful governmental, regulatory or customs measures;
  • a qualifying Force Majeure Event.
An estimated delivery date does not eliminate the Customer’s statutory rights if delivery is not completed within the agreed or legally applicable period. 2.7. Information supplied by the Customer The Customer must provide complete and accurate information required for delivery, including:
  • recipient’s full name;
  • telephone number;
  • e-mail address;
  • country and city;
  • complete delivery address or selected CDEK pick-up point;
  • postal code, where applicable;
  • information reasonably required for customs, transit or international delivery.
The Customer must promptly notify NOHE if an error is discovered. NOHE is not responsible for a delay or failure to the extent that it is directly caused by materially inaccurate or incomplete information supplied by the Customer and could not reasonably have been prevented by NOHE. Where repeated delivery or return transportation becomes necessary solely because of incorrect information supplied by the Customer, repeated recipient unavailability, failure to collect the shipment or refusal to comply with lawful recipient-identification requirements, the Customer may be required to bear the reasonable and documented additional transportation cost to the extent permitted by applicable law. 2.8. Tracking and receipt After the order is handed over to CDEK, NOHE or CDEK may provide:
  • a shipment number;
  • a tracking link;
  • delivery notifications;
  • information concerning the pick-up point or courier delivery.
The Customer should monitor delivery notifications and collect the shipment within the period communicated by CDEK. CDEK may require the recipient to provide a shipment or order number, confirmation code, telephone number, identification document or another lawful means of recipient verification. The shipment may be delivered to the Customer or another person designated by the Customer in accordance with the applicable delivery procedure. 2.9. Risk of loss or damage The risk of accidental loss of or accidental damage to a Product remains with NOHE until the Product is physically received by the Customer or another person designated by the Customer, other than the carrier. Handover of the shipment by NOHE to CDEK does not by itself transfer the risk to the Consumer. Where the Customer independently engages a carrier that was not offered or arranged by NOHE, the risk may transfer when the Product is handed over to that carrier, to the extent provided by applicable law. 2.10. Inspection upon delivery The Customer is strongly encouraged to inspect the package and Products at delivery in accordance with Section 1.12 of the Order Cancellation, Withdrawal and Returns Policy. Visible damage or discrepancy should be reported to CDEK and NOHE as soon as reasonably possible. Acceptance of the shipment without a visible-damage report does not automatically exclude claims concerning hidden defects, concealed damage or non-conformity that could not reasonably have been discovered upon delivery. 2.11. Destination and customs framework The Seller is established in the Republic of Armenia and orders are dispatched from Armenia. For the purposes of this Delivery Policy, the destination countries are divided into the following groups:
  • Armenia – domestic delivery;
  • Russia, Kazakhstan, Belarus and Kyrgyzstan – delivery from Armenia to another Member State of the Eurasian Economic Union (EAEU);
  • Georgia – delivery from Armenia to a country outside the EAEU and therefore subject to Georgian import and customs rules.
Deliveries within the EAEU NOHE Products offered for delivery to Russia, Kazakhstan, Belarus and Kyrgyzstan are intended to be placed on the EAEU market in accordance with the applicable EAEU requirements for perfumery and cosmetic products, including Technical Regulation TR CU 009/2011 “On Safety of Perfumery and Cosmetic Products”, as amended. Movement of Products from Armenia to another EAEU Member State may involve carrier, documentary, transit or customs formalities, including where the physical transport route passes through a non-EAEU country. Such formalities do not by themselves change the destination country of the order. NOHE does not represent that no tax, fee, identification requirement or authority-imposed formality can ever arise in an EAEU destination. Any such requirement will be handled in accordance with applicable law and the information available for the particular shipment. Deliveries to Georgia Orders delivered to Georgia are imports into Georgia and may be subject to Georgian customs rules. As of the effective date of this Policy, official guidance of the Georgia Revenue Service provides an import-duty relief for qualifying goods of non-economic purpose imported by post by an individual where the value does not exceed GEL 300 and the total weight does not exceed 30 kg. Online purchases imported by postal dispatch may nevertheless be subject to customs declaration and other applicable formalities. The GEL 300 threshold is assessed in Georgian lari; where the order is priced in AMD, the equivalent value for customs purposes is determined under the exchange-rate and customs-valuation rules applied by the competent Georgian authorities and/or CDEK. Where an order qualifies for the applicable low-value or simplified procedure used by CDEK for Georgia, CDEK may complete the relevant customs formalities before releasing the shipment for delivery or collection. Under the operational arrangement used by NOHE and CDEK, any VAT, tax, customs-clearance or similar amount that CDEK invoices directly to NOHE for a qualifying shipment will be settled between NOHE and CDEK and will not be charged again to the Customer, unless the checkout or order confirmation expressly states that a specified amount is payable by the Customer. If the shipment exceeds the applicable GEL 300 threshold, exceeds the applicable weight limit, does not qualify as a shipment of non-economic purpose to an individual, or otherwise falls outside the relevant relief or simplified procedure, import VAT, customs duty, customs-clearance charges, brokerage charges, storage fees or other mandatory destination-country amounts may apply under Georgian law or CDEK procedures. Unless the checkout or order confirmation expressly states that such amounts are included in the total price or will be paid by NOHE under its arrangement with CDEK, they are payable by the Customer or recipient. Where a destination-country amount is payable by the Customer rather than NOHE, NOHE will disclose it during checkout where it can reasonably be calculated in advance. Where the amount can only be determined during customs processing, it may be communicated by CDEK or the competent authority before release of the shipment. The applicable Georgian customs threshold, exemptions and procedures may change after the effective date of this Policy. Mandatory law in force when the shipment is processed prevails over this summary. 2.12. Customs and destination charges For orders delivered to Armenia, Russia, Kazakhstan, Belarus and Kyrgyzstan, the Customer will pay the amounts displayed at checkout, subject to any mandatory charge that may lawfully arise from exceptional circumstances specific to the shipment and that could not reasonably have been calculated by NOHE in advance. For orders delivered to Georgia, import-related amounts are handled according to Section 2.11. Unless the checkout or order confirmation expressly states that a tax, duty, customs-clearance charge or other destination-country amount is included in the total price or will be paid by NOHE, the Customer or recipient is responsible for any such amount that is lawfully imposed on the import and payable by the recipient. The Customer is not required to pay an undisclosed surcharge imposed by NOHE itself. NOHE does not control amounts independently assessed by a competent customs or tax authority. 2.13. Refusal or failure to pay a destination charge Where a recipient refuses or fails to pay a lawful customs, tax, clearance, storage or other destination-country amount that is properly payable by the recipient:
  • the shipment may be held, returned, abandoned or otherwise processed under applicable law and CDEK rules;
  • the refusal does not make NOHE responsible for a charge correctly imposed on and payable by the recipient, unless NOHE expressly agreed to bear that charge as part of the checkout price or its delivery arrangement;
  • the refusal does not automatically create a right to free return transportation;
  • the Customer may bear the documented direct cost of returning the shipment, including return-related carrier or clearance costs, where such costs may lawfully be borne by the Customer and were properly disclosed before the order;
  • NOHE will not impose an automatic penalty, will not deduct an amount that may not lawfully be charged, and, where the refusal constitutes a valid statutory withdrawal, will not deduct the least expensive standard outbound delivery charge or impose an automatic round-trip shipping fee.
Where NOHE has paid a return-related CDEK or customs-clearance amount on the Customer’s behalf, NOHE may deduct that documented amount from the refund only to the extent that it constitutes a return cost legally chargeable to the Customer. This does not create a general right to deduct all outbound and return shipping costs. Any refund will be processed under the Order Cancellation, Withdrawal and Returns Policy. 2.14. Prohibited or restricted Products NOHE may suspend or cancel dispatch where it reasonably determines that transportation or delivery would violate applicable law, a decision or measure of a competent authority, customs rules, import or export restrictions, sanctions requirements or CDEK’s lawful transportation restrictions. The delivery provider is not responsible merely because the contents of a shipment are prohibited under the legislation of the destination country. This provision does not exclude responsibility that CDEK may bear for its own acts or omissions under applicable law. Where NOHE cancels a paid order because it cannot lawfully be fulfilled, NOHE will refund payments received for the affected Products and unperformed delivery services. 2.15. Failure to deliver within the applicable period If NOHE does not deliver the order within the agreed period or, where no different period was agreed, within the legally applicable period, the Consumer may require delivery within an appropriate additional period. If NOHE does not deliver within that additional period, the Consumer may terminate the affected contract and request a refund of payments made under the terminated contract and other remedies available under applicable law. An additional period is not required where applicable law permits immediate termination because NOHE has refused to deliver, delivery by the agreed date was essential and that fact was communicated before conclusion of the contract, or another statutory ground for immediate termination applies. An approved refund will be initiated without undue delay and within no more than 10 Business Days, subject to any shorter mandatory statutory period. 2.16. Unclaimed or refused shipments Where the Customer refuses or fails to collect a shipment:
  • the Customer should promptly notify NOHE;
  • CDEK may return the shipment to NOHE;
  • the transaction will be handled under the Order Cancellation, Withdrawal and Returns Policy.
NOHE may require payment of or deduct direct return transportation costs only where the cost may lawfully be borne by the Customer, the Customer was properly informed of the applicable obligation, and the amount is reasonable and documented. No automatic cancellation penalty or restocking fee is charged merely because a Consumer exercises a statutory right of withdrawal. 2.17. Force majeure Circumstances that may constitute force majeure are governed by Section 4.14 of the Public Offer Agreement. A delay, breach or operational problem affecting CDEK does not automatically constitute force majeure for NOHE. The underlying event must meet all of the criteria stated in Section 4.14.
3.1. Transaction currency All product prices, delivery charges, order totals and online payments on the NOHE Website are stated and processed in: Armenian dram — AMD. The Customer’s payment obligation is the final amount displayed in AMD before the order is confirmed. NOHE does not offer another transaction currency unless the Website expressly states otherwise. 3.2. Cards linked to accounts in another currency Where the payment card account is maintained in a currency other than AMD, including for example RUB, KZT, BYN, KGS or GEL, the AMD transaction amount may be converted into the card account currency by:
  • the card issuer;
  • the relevant payment system;
  • another financial institution participating in the transaction.
NOHE does not perform that conversion and does not determine:
  • the exchange rate;
  • the conversion date;
  • the exchange-rate margin;
  • a foreign transaction fee;
  • a cross-border payment fee;
  • another fee imposed by the Customer’s financial institution.
The final amount debited in the card account currency may be higher or lower than an indicative currency conversion because of the exchange rate, conversion date, exchange-rate margin or fees applied by the Customer’s card issuer, payment system or another participating financial institution. The Customer should obtain information concerning applicable conversion conditions from the card issuer before completing payment. 3.3. Amount displayed by the card issuer The amount shown in the Customer’s banking application or card statement may differ from a conversion based on a publicly available or central-bank exchange rate. The difference may result from:
  • the rate applied by the card issuer or payment system;
  • the date on which the transaction is processed or posted;
  • an exchange-rate margin;
  • a foreign or cross-border transaction fee.
Such differences and fees are not retained by NOHE. 3.4. Refund currency Refunds are initiated by NOHE in AMD. Where the original payment account is maintained in another currency, the card issuer or payment system may convert the refunded AMD amount using the exchange rate applicable on the refund processing or posting date. The amount credited in the card account currency may therefore be higher or lower than the amount originally debited in that currency. A difference resulting solely from:
  • exchange-rate changes;
  • conversion rules;
  • fees imposed by a financial institution
is not an amount withheld by NOHE. 3.5. Partial refunds Where only part of an order is refunded, the refund will be initiated in AMD in the amount attributable to:
  • the cancelled or returned products;
  • any refundable delivery amount;
  • any other amount that must be refunded under applicable law.
The card issuer may separately convert the partial refund into the card account currency. 3.6. Refund processing time NOHE will initiate an approved refund within no more than 10 Business Days, without extending any shorter mandatory deadline. After initiation, additional time may be required for the refund to be processed and displayed by the card issuer or payment system. NOHE does not control that additional financial-institution processing period.
4.1. Seller This Public Offer Agreement, hereinafter referred to as the “Agreement,” is offered by: Individual Entrepreneur Maksim Yuryevich Nikolaev Taxpayer Identification Number: 40114984 Registered address: 75/5 Yeznik Koghbatsi Street, Yerevan, Republic of Armenia E-mail: hello@nohe.care Operating the online store under the brand name NOHE, hereinafter referred to as the “Seller” or “NOHE.” 4.2. Definitions For the purposes of this Agreement:
  • “Website” means the NOHE online store through which Products are offered and orders are placed;
  • “Customer” means a person placing or receiving an order;
  • “Consumer” means a natural person purchasing Products for purposes unrelated to business or professional activity;
  • “Product” means a cosmetic or personal care product offered through the Website;
  • “Business Day” means a day other than Saturday, Sunday or an official public holiday in the Republic of Armenia;
  • “CDEK” means the delivery provider used by NOHE for eligible orders;
  • “EAEU” means the Eurasian Economic Union; for the delivery territory covered by this Agreement, the relevant EAEU destination Member States are Russia, Kazakhstan, Belarus and Kyrgyzstan, in addition to Armenia as the Seller’s country of establishment and dispatch;
  • “Georgia” means the non-EAEU destination country for which the customs rules described in the Delivery Policy apply;
  • “Force Majeure Event” has the meaning stated in Section 4.14.
4.3. Scope and incorporated documents This Agreement constitutes a public offer to enter into a distance sales contract for products offered through the Website. The following documents form an integral part of this Agreement:
  1. Order Cancellation, Withdrawal and Returns Policy;
  2. Delivery Policy;
  3. Currency and Currency Conversion Policy;
  4. Payment Security Policy;
  5. Privacy and Personal Data Processing Policy;
  6. product descriptions, warnings and instructions displayed on the Website;
  7. the final checkout summary accepted by the Customer.
By concluding the contract, the Customer accepts these documents in the versions made available during checkout. Where a provision conflicts with a mandatory rule of applicable consumer law, the mandatory rule applies. 4.4. Product information Before an order is placed, the Website provides information concerning the essential characteristics of each Product, which may include:
  • product name;
  • intended purpose;
  • hydration level or product variant;
  • scent;
  • volume;
  • ingredients;
  • directions for use;
  • warnings and precautions;
  • storage conditions;
  • shelf life;
  • country of origin;
  • price in AMD;
  • availability.
The Customer must review the product description, ingredients, warnings and directions before ordering. Product photographs are provided for identification and informational purposes. Minor non-material differences in colour or appearance may result from:
  • lighting;
  • photography;
  • screen settings;
  • normal production variation.
Such differences do not permit NOHE to supply a Product that materially differs from its description or the confirmed order. 4.5. Order placement To place an order, the Customer must:
  1. select the required Products and quantities;
  2. add them to the shopping cart;
  3. provide the required contact and delivery information;
  4. select an available delivery method;
  5. review the product prices, delivery charge and total amount;
  6. correct any errors;
  7. confirm acceptance of this Agreement and the incorporated policies;
  8. activate a button or equivalent function clearly indicating that the order creates an obligation to pay;
  9. complete the payment process.
Before activating the payment button, the Customer must be given a reasonable opportunity to:
  • review the order;
  • change quantities;
  • remove Products;
  • correct contact or delivery information;
  • review the total amount payable in AMD.
The Customer is responsible for the accuracy and completeness of the submitted information. The Customer must promptly notify NOHE if an error is discovered. 4.6. Acceptance and conclusion of the contract By activating a button labelled “Order and Pay,” “Pay Now” or another unambiguous equivalent, the Customer:
  • confirms that the order creates an obligation to pay;
  • accepts this Agreement;
  • accepts the incorporated policies;
  • confirms that the submitted order information is accurate;
  • agrees to enter into a distance sales contract with NOHE.
The contract is concluded when:
  • the Customer completes the acceptance action;
  • payment is successfully authorised;
  • the order is electronically registered by the Website.
NOHE will provide an electronic order confirmation. The order confirmation and applicable contractual information will be provided or made available on a durable medium, such as:
  • e-mail;
  • a downloadable document;
  • another form that the Customer can store and reproduce.
The Customer should retain the order confirmation and applicable policy versions. 4.7. Availability and inability to fulfil an order Products are offered subject to availability. NOHE may cancel a paid order only where there is an objective and lawful reason, including:
  • the Product is unavailable because of an inventory error;
  • payment was not successfully completed or was reversed;
  • the Customer supplied materially incomplete or incorrect information and did not correct it;
  • the transaction presents objectively reasonable indicators of fraud or unlawful activity;
  • dispatch or delivery would violate applicable law or a competent authority’s restriction;
  • delivery to the selected destination is legally or operationally impossible;
  • the Website displayed an evident technical or pricing error that a reasonable Customer should have recognised;
  • performance is prevented by a qualifying Force Majeure Event.
NOHE will notify the Customer without undue delay. Where NOHE cancels a paid order, it will refund all payments received for:
  • the cancelled Products;
  • unperformed delivery services.
The approved refund will be initiated within no more than 10 Business Days, subject to any shorter mandatory statutory period. This Section does not give NOHE an unrestricted right to cancel a contract merely because performance has become:
  • less profitable;
  • more expensive;
  • inconvenient.
4.8. Prices All prices are stated in AMD. The price payable for a Product is the price shown in the final checkout summary when the Customer confirms the order. Before payment, the Website will display:
  • the price of each Product;
  • the delivery charge;
  • any other mandatory amount collected by NOHE;
  • the total amount payable.
NOHE may change prices for future orders. A price change does not affect an order for which the contract has already been concluded. 4.9. Payment Orders are paid online in AMD using the payment methods displayed during checkout. Card payments are processed using the vPOS payment infrastructure of Ardshinbank CJSC and the relevant payment systems. The Customer must use a payment instrument that the Customer is lawfully authorised to use. An order may be treated as unpaid where payment:
  • is declined;
  • is cancelled before completion;
  • fails the required authentication;
  • is reversed before fulfilment;
  • is not confirmed through the payment infrastructure.
Currency conversion is governed by the Currency and Currency Conversion Policy. Payment security is governed by the Payment Security Policy. 4.10. Delivery Orders are delivered through CDEK to eligible destinations in:
  • Armenia;
  • Russia;
  • Kazakhstan;
  • Belarus;
  • Kyrgyzstan;
  • Georgia.
Products delivered to Russia, Kazakhstan, Belarus and Kyrgyzstan are offered within the applicable EAEU regulatory framework, including the requirements applicable to perfumery and cosmetic products. Orders delivered to Georgia are imports into Georgia and are subject to the Georgian customs treatment described in Sections 2.11-2.13 of the Delivery Policy. Where a destination-country tax, duty or clearance charge is not included in the checkout total or expressly payable by NOHE under its arrangement with CDEK, the Customer or recipient is responsible for any such amount lawfully payable by the recipient. The available delivery method, charge and estimated period are determined according to the CDEK parameters applicable to the order and are displayed or communicated before the Customer becomes bound by the order. The Delivery Policy forms an integral part of this Agreement. NOHE remains responsible to the Consumer for performance of the delivery obligation to the extent required by mandatory law. 4.11. Risk and receipt The risk of accidental loss of or accidental damage to a Product remains with NOHE until the Product is physically received by:
  • the Customer; or
  • another person designated by the Customer, other than the carrier.
Handover to CDEK does not by itself transfer that risk to the Consumer. The Customer is strongly encouraged to inspect the shipment in accordance with the Delivery Policy and the Order Cancellation, Withdrawal and Returns Policy. Failure to record visible damage at delivery does not automatically eliminate a claim concerning a hidden defect or damage that could not reasonably have been discovered upon receipt. 4.12. Cancellation, withdrawal and returns An order may be cancelled before handover to CDEK in accordance with the Order Cancellation, Withdrawal and Returns Policy. After dispatch, a Consumer may communicate a statutory withdrawal, refuse delivery or return an eligible Product subject to the applicable withdrawal period, condition of the Product, direct return transportation costs and statutory exceptions. Perfumery and cosmetic products of proper quality are included in the list established by Decree of the Government of the Republic of Armenia No. 77 dated 30 January 2002 for the purposes of the general retail exchange rule. In a distance sale, this rule is applied together with the mandatory distance-contract provisions of the Law of the Republic of Armenia “On Protection of Consumer Rights”. Accordingly, where a mandatory distance-withdrawal right applies, a cosmetic Product of proper quality may be returned only while it remains unused and its applicable hygienic seal, foil membrane, tamper-evident protection or other first-opening protective element remains intact. A cosmetic Product of proper quality is excluded from a change-of-mind return after the Consumer has broken or removed the applicable hygienic or first-opening protection, where the statutory health or hygiene exception applies. A subjective dislike of scent, texture, colour, absorption or finish does not by itself constitute a defect where the Product corresponds to its description and mandatory requirements. These restrictions do not limit rights concerning a Product that is defective, damaged, unsafe, incorrectly supplied or otherwise non-conforming. Detailed cancellation, withdrawal, return-cost and refund rules are contained in the Order Cancellation, Withdrawal and Returns Policy, which forms an integral part of this Agreement. 4.13. Product conformity and liability NOHE must supply Products that:
  • correspond to the order;
  • correspond to their Website description;
  • possess the characteristics reasonably expected of Products of that type;
  • comply with applicable safety and quality requirements;
  • are suitable for their stated purpose when used and stored correctly.
Where a Product is defective or non-conforming, the Customer may exercise the remedies provided by applicable law. Depending on the circumstances, such remedies may include:
  • replacement;
  • elimination of the defect, where appropriate;
  • reduction of the price;
  • termination of the contract;
  • refund;
  • compensation for recoverable loss.
NOHE does not exclude or limit:
  • liability for intentional misconduct or fraud;
  • mandatory liability for defective or unsafe Products;
  • liability for bodily injury where it cannot lawfully be excluded;
  • mandatory consumer remedies;
  • any other liability that cannot lawfully be excluded or limited.
NOHE is not liable to the extent that a failure or loss is directly caused by:
  • materially inaccurate information supplied by the Customer;
  • unlawful use of a payment instrument by the Customer;
  • failure to follow Product instructions or storage requirements after delivery;
  • unlawful import attempted by the Customer;
  • another act or omission of the Customer that NOHE could not reasonably prevent.
NOHE is not responsible for currency conversion rates or separate fees imposed by the Customer’s bank or payment provider. A failure by CDEK, a supplier or another contractor does not automatically release NOHE from its obligations to the Customer. 4.14. Force majeure Neither Party shall be liable for failure or delay in performing an obligation under this Agreement only to the extent that proper performance of that specific obligation is directly made impossible by a Force Majeure Event. A “Force Majeure Event” means an extraordinary, unforeseeable and unavoidable circumstance under the relevant conditions which:
  • is beyond the reasonable control of the affected Party;
  • could not reasonably have been prevented, avoided or overcome;
  • directly prevents proper or timely performance of a specific obligation;
  • was not caused or materially contributed to by the affected Party;
  • continues to prevent performance despite the affected Party taking all reasonable measures available in the circumstances.
Subject to all of these criteria, Force Majeure Events may include:
  • natural disasters, including fire, flood, earthquake or severe weather events;
  • war, invasion, armed conflict, hostilities, military operations or blockade;
  • missile, drone or air strikes;
  • terrorism or sabotage;
  • riot, widespread civil disturbance or widespread civil unrest;
  • epidemics, pandemics, quarantine measures or public health restrictions;
  • acts, orders, prohibitions, restrictions or refusals imposed by governmental, regulatory, customs or other competent public authorities;
  • import, export, customs, sanctions-related or transport prohibitions or restrictions;
  • official or de facto measures actually applied by a competent authority, provided that their existence, application and direct effect on the affected obligation can be objectively demonstrated;
  • widespread or systemic interruption of banking, payment, telecommunications, energy or transport infrastructure;
  • a widespread strike not limited to the affected Party’s own personnel;
  • other circumstances meeting all the criteria stated in this Section.
An event does not constitute force majeure merely because performance:
  • becomes more difficult;
  • becomes more expensive;
  • becomes less profitable;
  • requires the use of a reasonable available alternative.
Unless directly caused by an underlying Force Majeure Event and otherwise meeting all the criteria above, the following do not constitute force majeure:
  • a breach or failure by CDEK, a supplier, contractor or other counterparty;
  • absence of required Products or materials on the market;
  • shortage of funds;
  • financial difficulties;
  • ordinary personnel shortages;
  • ordinary technical failures;
  • interruption affecting only a system or provider selected by the affected Party;
  • circumstances that could reasonably have been prevented or overcome.
The affected Party must:
  • notify the other Party as soon as reasonably practicable;
  • identify the event and obligations affected;
  • provide available information concerning the expected duration;
  • take reasonable measures to prevent or reduce the effects;
  • use reasonable alternative means of performance where available;
  • resume performance as soon as the event no longer prevents it.
The affected obligation is suspended only:
  • to the extent that performance is prevented;
  • for the period during which performance remains prevented.
A Force Majeure Event does not permit NOHE to retain payment for Products or services that will not be provided. Where a Force Majeure Event prevents delivery within the applicable period, the Consumer retains any statutory right to:
  • require delivery within an additional period;
  • terminate the affected contract;
  • receive a refund;
  • exercise another mandatory remedy.
Nothing in this Section limits a mandatory consumer right or liability that cannot lawfully be limited. 4.15. Personal data NOHE processes personal data for purposes connected with:
  • accepting and fulfilling orders;
  • processing payments;
  • arranging delivery;
  • communicating with Customers;
  • preventing fraud;
  • complying with legal obligations;
  • handling cancellations, withdrawals, returns, refunds and complaints.
The applicable conditions are set out in the Privacy and Personal Data Processing Policy. For an order requiring delivery outside Armenia, the minimum personal data necessary to fulfil the order may be transferred across borders to CDEK, its authorised contractors or affiliates, customs representatives, payment participants and competent authorities in the relevant destination or transit country. By placing an international order and accepting this Agreement and the incorporated Privacy and Personal Data Processing Policy, the Customer expressly consents, to the extent consent is used or required as a lawful basis, to the transfer of those minimum necessary data for payment, customs processing, transport and delivery. This consent is limited to order fulfilment and related legal or operational requirements. It does not constitute consent to unrelated advertising or optional marketing, does not make consent the sole legal basis where a transfer is otherwise permitted or necessary under Armenian law, and does not replace any prior authorisation from the Personal Data Protection Agency of the Republic of Armenia that may be required by Article 27 of the Law of the Republic of Armenia “On Protection of Personal Data”. 4.16. Electronic communications The Customer agrees that contractual communications may be sent to the e-mail address or telephone number supplied with the order. Communications may include:
  • order confirmation;
  • payment status;
  • shipment information;
  • delivery notifications;
  • cancellation or refund confirmation;
  • responses to complaints;
  • legally required contractual information.
The Customer is responsible for providing an accessible and correct e-mail address and telephone number. Where applicable law requires information to be provided on a durable medium, NOHE will provide it in a form that the Customer can store and reproduce. 4.17. Complaints and dispute resolution A Customer may submit a complaint using the contact details stated in Section 7. The complaint should include:
  • Customer’s name and contact information;
  • order number;
  • description of the issue;
  • requested resolution;
  • supporting evidence, where relevant.
NOHE and the Customer will first attempt to resolve the matter through good-faith communication. This does not limit the Customer’s right to apply directly to:
  • a competent public authority;
  • another competent dispute-resolution body;
  • a mediator where both Parties agree;
  • a competent court.
4.18. Governing law This Agreement is governed by the legislation of the Republic of Armenia. Where a Consumer habitually resides in another country, this choice of law does not deprive the Consumer of mandatory protections applicable under the law of that country where such protections cannot lawfully be waived. 4.19. Amendments NOHE may amend this Agreement for future transactions by publishing an updated version on the Website. The version applicable to an order is the version accepted when the order is placed. A later amendment does not retroactively change an existing contract unless:
  • the amendment is required by law;
  • the amendment benefits the Customer without imposing a new obligation;
  • the Parties expressly agree otherwise.
4.20. Final provisions If a provision of this Agreement is invalid or unenforceable, the remaining provisions remain effective. An invalid provision will be applied or replaced only to the extent necessary to make it lawful, without reducing mandatory consumer rights. Failure by a Party to exercise a right immediately does not constitute a waiver of that right. Headings are included for convenience and do not change the meaning of the provisions. Where this Agreement is published in several languages, the Armenian-language version will govern to the extent required by Armenian law. This language clause does not permit an unclear or misleading translation to be interpreted against a Consumer contrary to mandatory law.
5.1. Payment processing Online card payments for NOHE orders are processed in AMD using the vPOS payment infrastructure of Ardshinbank CJSC and the relevant payment systems. The payment methods available for a particular order are displayed during checkout. Payment is subject to:
  • approval by the card issuer;
  • rules of the relevant payment system;
  • Ardshinbank processing requirements;
  • successful completion of required authentication.
5.2. Secure Website connection The Website uses a secure HTTPS connection supported by a valid security certificate. Before entering payment information, the Customer should verify that:
  • the Website address is correct;
  • the connection uses HTTPS;
  • the browser does not display a certificate or security warning;
  • the payment interface corresponds to the authorised vPOS payment process.
5.3. 3D Secure Card transactions are processed using 3D Secure authentication in accordance with the requirements of Ardshinbank and the relevant payment system. Depending on the card issuer, authentication may require:
  • confirmation in a banking application;
  • a one-time password;
  • biometric confirmation;
  • another method selected by the issuing bank.
NOHE does not control the authentication method selected by the card issuer. NOHE cannot access or recover:
  • the Customer’s online banking password;
  • a one-time password;
  • a 3D Secure authentication code.
5.4. Payment card information Payment card details and authentication information must be entered only through the secure payment interface displayed during checkout. NOHE’s ordinary order, contact and customer-support forms are not designed to collect:
  • a complete payment card number;
  • CVV or CVC code;
  • online banking password;
  • one-time password;
  • 3D Secure authentication code.
The Customer must not send such information to NOHE by:
  • e-mail;
  • telephone;
  • messenger;
  • social media;
  • order comment;
  • contact form.
NOHE processes only the transaction information made available to it through the applicable merchant interface and reasonably necessary to identify and manage the order, which may include:
  • transaction identifier;
  • payment status;
  • payment amount and currency;
  • payment date;
  • masked card information, where supplied by the payment processor;
  • refund status.
  5.5. Payment authorisation Submitting a payment request does not guarantee approval. A transaction may be declined or interrupted because of:
  • insufficient funds;
  • incorrect card information;
  • an expired, blocked or restricted card;
  • restrictions imposed by the card issuer;
  • failed 3D Secure authentication;
  • fraud-prevention controls;
  • technical interruption;
  • another decision of a participating bank or payment system.
NOHE may not receive a detailed explanation of every declined transaction. Where the reason is unclear, the Customer should contact the card issuer. 5.6. Interrupted or uncertain payments Where the payment process is interrupted or the Customer does not receive clear confirmation, the Customer should first check:
  • the Website order status;
  • e-mail messages from NOHE;
  • the banking application or card account.
The Customer should not repeatedly submit payment before checking whether the first transaction was completed. The Customer may contact hello@nohe.care and provide:
  • order number;
  • payment date;
  • amount;
  • Customer’s name.
The Customer must not provide a card security code, password or authentication code. 5.7. Duplicate transactions Where the Customer believes that the same order was charged more than once, the Customer should contact NOHE and provide the available order and transaction information. NOHE will review the available records. Where a duplicate payment is confirmed, NOHE will initiate the appropriate refund within no more than 10 Business Days, subject to any shorter mandatory period. 5.8. Fraud prevention NOHE, Ardshinbank, card issuers and payment systems may apply lawful security and fraud-prevention controls. A transaction may be suspended, declined or reviewed where there are objectively reasonable signs of:
  • unauthorised card use;
  • identity misuse;
  • unusual payment activity;
  • materially inconsistent order information;
  • another potentially unlawful transaction.
Personal data used for these purposes are processed in accordance with applicable law and the Privacy and Personal Data Processing Policy. 5.9. Refund security An approved refund is ordinarily initiated using the same payment method used for the original transaction. Another lawful refund method may be used only where:
  • the Customer expressly agrees;
  • NOHE is technically able to use it;
  • applicable payment and non-cash transaction requirements are observed.
NOHE will not request the following in order to process a refund:
  • CVV or CVC code;
  • one-time password;
  • online banking password;
  • 3D Secure code.
NOHE will initiate an approved refund within no more than 10 Business Days, without extending any shorter mandatory statutory deadline. The time required for the refunded amount to appear in the Customer’s account after initiation is determined by the card issuer and payment system. 5.10. Customer precautions The Customer should:
  • keep card and authentication information confidential;
  • use a trusted device and network;
  • avoid entering card information through links received from unknown persons;
  • verify the Website address;
  • immediately contact the card issuer if unauthorised use is suspected.
NOHE will never ask the Customer to disclose a one-time password, banking password or card security code by telephone, e-mail or messenger. 5.11. Payment-system branding Logos and names of payment systems displayed on the Website are used in accordance with the applicable branding and acceptance rules. The presence of a payment-system logo does not guarantee that every card issued under that system will be approved for every transaction.
6.1. Scope and Personal Data Processor This Privacy and Personal Data Processing Policy explains how personal data are collected, recorded, organised, stored, used, transferred, corrected, blocked and destroyed when a person:
  • visits the NOHE Website;
  • places or receives an order;
  • makes a payment;
  • requests delivery;
  • contacts NOHE;
  • submits a cancellation, withdrawal, return or complaint;
  • provides optional marketing consent;
  • otherwise interacts with NOHE.
The person organising and carrying out the processing of personal data is: Individual Entrepreneur Maksim Yuryevich Nikolaev Taxpayer Identification Number: 40114984 Registered address: 75/5 Yeznik Koghbatsi Street, Yerevan, Republic of Armenia E-mail: hello@nohe.care Hereinafter referred to as “NOHE” or the “Personal Data Processor.” A natural person to whom personal data relate is referred to as the “Data Subject.” This Policy is governed by the legislation of the Republic of Armenia, including the Law of the Republic of Armenia “On Protection of Personal Data.” 6.2. Processing principles NOHE processes personal data:
  • lawfully;
  • for specific and stated purposes;
  • only in a manner compatible with those purposes;
  • only to the extent necessary and proportionate;
  • accurately and, where necessary, keeps the data up to date;
  • only for as long as required for the applicable purpose or by law;
  • using measures designed to prevent unauthorised access, use, disclosure, alteration, loss or destruction.
NOHE does not knowingly collect personal data that are unnecessary for the relevant processing purpose. Where a purpose can reasonably be achieved using anonymised information, NOHE may use anonymised information instead of identifiable personal data. 6.3. Categories of personal data Depending on the Customer’s use of the Website, NOHE may process the following categories of personal data. 6.3.1. Identification and contact data
  • first name;
  • surname;
  • recipient’s name;
  • telephone number;
  • e-mail address;
  • country;
  • city;
  • delivery address;
  • postal code;
  • selected CDEK pick-up point;
  • other information necessary to identify or contact the Customer or recipient.
6.3.2. Order data
  • order number;
  • ordered Products;
  • quantities;
  • prices;
  • discounts, where applicable;
  • delivery charge;
  • total amount;
  • order date;
  • order status;
  • cancellation, withdrawal, return and refund information.
6.3.3. Delivery and customs data
  • shipment number;
  • delivery method;
  • delivery address or pick-up point;
  • shipment status;
  • recipient instructions;
  • package weight and dimensions;
  • information required by CDEK;
  • information required for customs or international transportation;
  • proof of delivery or attempted delivery.
6.3.4. Payment and transaction data NOHE may receive transaction information including:
  • transaction identifier;
  • payment amount;
  • payment currency;
  • payment date and status;
  • refund amount and status;
  • masked card information, where provided by the payment processor;
  • information required to investigate a failed, duplicated, disputed or potentially fraudulent transaction.
Complete card details and authentication credentials must be entered only through the authorised payment interface. NOHE’s ordinary forms are not designed to collect:
  • complete payment card number;
  • CVV or CVC code;
  • online banking password;
  • one-time password;
  • 3D Secure authentication code.
6.3.5. Communications and customer-support data NOHE may process:
  • e-mails;
  • messages;
  • product and order enquiries;
  • complaints;
  • cancellation or withdrawal notices;
  • return requests;
  • photographs or video of Products and packaging;
  • CDEK acts or delivery documentation;
  • documents voluntarily supplied in connection with a claim;
  • records of NOHE’s responses.
The Customer should not submit information that is unnecessary for the relevant request. 6.3.6. Technical and Website usage data Depending on the Website configuration and services actually enabled, NOHE and its authorised service providers may process:
  • IP address;
  • browser type and version;
  • device type;
  • operating system;
  • language settings;
  • date and time of access;
  • pages visited;
  • referring page;
  • actions performed on the Website;
  • session and cookie identifiers;
  • technical error logs;
  • security event information.
6.4. Sources of personal data NOHE may receive personal data:
  • directly from the Data Subject;
  • from a Customer placing an order for another recipient;
  • from CDEK in connection with delivery;
  • from Ardshinbank or a payment system in connection with a transaction;
  • from Website, hosting, communication or technical service providers;
  • from a competent public authority where required or permitted by law;
  • from a lawful publicly available source.
Where a Customer provides another person’s information as the recipient, the Customer must ensure that:
  • the information is accurate;
  • the recipient has been informed that it will be used to fulfil and deliver the order;
  • the Customer is authorised to provide it where authorisation is legally required.
6.5. Processing purposes NOHE may process personal data for the following purposes:
  • receiving and confirming orders;
  • concluding and performing sales contracts;
  • identifying the Customer or recipient;
  • processing and confirming payments;
  • preparing and delivering orders;
  • providing shipment and delivery notifications;
  • handling cancellations, withdrawals, returns and refunds;
  • responding to questions and complaints;
  • investigating defective, damaged, missing or incorrect Products;
  • preventing fraud and unauthorised transactions;
  • protecting the Website, Customers and payment process;
  • maintaining accounting and tax records;
  • fulfilling consumer protection, customs and other legal obligations;
  • establishing, exercising or defending legal claims;
  • diagnosing technical and security problems;
  • improving Website operation where permitted;
  • sending marketing communications where separate valid consent has been obtained.
NOHE will not use personal data for a new purpose incompatible with the original purpose unless:
  • the required consent is obtained;
  • another ground permitted by Armenian law applies.
6.6. Grounds for processing and consent Depending on the processing activity, personal data are processed where:
  • the data are received under a contract with the Data Subject and used for operations defined by that contract;
  • the Data Subject voluntarily provides the data for a stated purpose;
  • the Data Subject provides valid consent;
  • processing is expressly required or permitted by law;
  • the data are obtained from a lawful publicly available source;
  • another ground recognised by Armenian law applies.
By entering into a contract with NOHE and providing information necessary to fulfil that contract, the Data Subject authorises processing of those data for contractual operations, including:
  • payment;
  • order fulfilment;
  • delivery;
  • customer communication;
  • return and refund processing.
For an order requiring delivery outside Armenia, by placing the international order and accepting this Policy, the Data Subject expressly consents, to the extent consent is used or required as a lawful basis, to the transfer of the minimum personal data necessary for payment, customs processing, transport and delivery to CDEK, its authorised contractors or affiliates, customs representatives, competent authorities and relevant payment participants in Armenia and, as applicable, Russia, Kazakhstan, Belarus, Kyrgyzstan, Georgia and any objectively necessary transit country. This consent is limited to order fulfilment and related legal or operational requirements. It does not authorise unrelated advertising or optional marketing. It does not make consent the sole legal basis where Article 27 of the Law of the Republic of Armenia “On Protection of Personal Data” permits a transfer because it follows from the stated processing purposes and/or is necessary to achieve those purposes, and it does not replace any prior authorisation from the Personal Data Protection Agency of the Republic of Armenia that may separately be required under Article 27. Acceptance of the Public Offer does not constitute consent to unrelated advertising or optional marketing. Where separate consent is requested, the relevant notice must identify:
  • the processing purpose and legal ground;
  • the personal data concerned;
  • the intended processing actions;
  • the persons or categories of persons to whom data may be transferred;
  • the processor’s identity and address;
  • the consent period;
  • the withdrawal procedure and consequences.
6.7. Mandatory and optional data Information marked as required during checkout is necessary to:
  • accept the order;
  • process payment;
  • identify the Customer or recipient;
  • arrange delivery;
  • fulfil the contract.
Where required information is not provided, NOHE may be unable to accept or fulfil the order. Information used exclusively for optional marketing is not required for purchasing a Product. 6.8. Payment processing Payment-related personal and transaction data may be processed through the vPOS payment infrastructure of Ardshinbank CJSC and the relevant payment systems. When the Customer proceeds to payment, information necessary to complete and authenticate the transaction may be transferred to the authorised payment environment. Ardshinbank, card issuers and payment systems may process information in accordance with:
  • banking and payment legislation;
  • payment-system rules;
  • fraud-prevention requirements;
  • authentication requirements;
  • their applicable privacy documentation.
NOHE processes only the payment information made available to it through the applicable merchant interface and necessary to:
  • identify the transaction;
  • determine its status;
  • fulfil the order;
  • process a refund or payment dispute.
6.9. Delivery through CDEK To arrange delivery, NOHE may provide CDEK with information reasonably necessary to create, transport, clear and deliver the shipment, including:
  • Customer’s or recipient’s name;
  • telephone number;
  • e-mail address;
  • country and city;
  • delivery address or selected CDEK pick-up point;
  • order or shipment identifier;
  • package information;
  • delivery instructions;
  • information required for customs, transit or international transportation.
CDEK may contact the Customer or recipient directly concerning delivery. Depending on the destination and transport route, the information may be processed in Armenia, Russia, Kazakhstan, Belarus, Kyrgyzstan or Georgia and, where objectively necessary for transit or technical processing, by CDEK entities or authorised service providers in another country involved in the shipment route. For delivery to Georgia, relevant information may also be provided to customs representatives and competent Georgian authorities where required for customs processing. For delivery to Russia, Kazakhstan, Belarus or Kyrgyzstan, information may be provided to CDEK entities and competent authorities involved in EAEU transport, transit, security or other legally required procedures. Only personal data reasonably necessary for the relevant delivery purpose should be transferred. 6.10. Other recipients and authorised service providers NOHE may provide access to or transfer personal data, to the extent necessary, to:
  • Ardshinbank;
  • payment systems and card issuers;
  • CDEK and authorised delivery contractors;
  • Website platform and hosting providers;
  • e-mail and communication providers;
  • information technology and cybersecurity providers;
  • cookie-management and analytics providers, where enabled;
  • accounting, legal, tax and professional advisers;
  • customs authorities;
  • tax, judicial, law-enforcement and other competent public authorities;
  • banks involved in refunds or payment disputes;
  • a lawful successor to the business or relevant assets.
Where a person processes personal data on NOHE’s instructions, the applicable written assignment or agreement must define, as relevant:
  • legal grounds and conditions;
  • processing purposes;
  • categories of personal data;
  • categories of Data Subjects;
  • permitted recipients;
  • technical and organisational security measures.
The authorised person must process personal data only within the scope of NOHE’s lawful instructions. NOHE does not sell Customers’ personal data. 6.11. Transfers to other countries Personal data may be transferred to or accessed in another country where necessary to:
  • deliver an order to Russia, Kazakhstan, Belarus, Kyrgyzstan or Georgia;
  • process an international card transaction;
  • complete customs, transit or delivery formalities;
  • use a foreign Website, hosting, communication or technical provider;
  • comply with a lawful cross-border request.
For the delivery territory covered by the Website, the principal destination-country transfers connected with order fulfilment are to CDEK and, where necessary, its authorised contractors or affiliates, customs representatives, payment participants and competent authorities in Russia, Kazakhstan, Belarus, Kyrgyzstan and Georgia. Where a transport route requires transit through another country, CDEK may process or make limited shipment data available in that transit country where objectively necessary to perform the delivery. Under Article 27 of the Law of the Republic of Armenia “On Protection of Personal Data”, a cross-border transfer may be based on the Data Subject’s consent or may follow from and/or be necessary for the stated purposes of personal data processing. Separately, the rules on the adequacy of the destination country determine whether the transfer may be made without prior permission from the competent Personal Data Protection Agency or whether prior authorisation and approved safeguards are required. A cross-border transfer will be carried out only in accordance with the Law of the Republic of Armenia “On Protection of Personal Data”, including the applicable requirements concerning:
  • the Data Subject’s consent where consent is used or legally required as the transfer basis, or the fact that the transfer follows from the stated processing purposes and/or is necessary to achieve those purposes;
  • an adequate level of personal data protection in the destination country;
  • an applicable international agreement;
  • inclusion of the destination country in an official list of countries providing adequate protection;
  • contractual safeguards;
  • prior authorisation from the competent Personal Data Protection Agency where required.
Where the destination country is not recognised as providing an adequate level of protection and Armenian law requires prior authorisation from the Personal Data Protection Agency, NOHE will obtain that authorisation before making the relevant transfer on the basis of contractual safeguards. The Data Subject’s consent does not by itself waive or replace a regulatory authorisation that is separately required by Article 27. The fact that the Customer selects an international delivery destination, accepts this Policy or provides consent does not waive the safeguards, adequacy requirements or regulatory permissions required by Armenian personal data protection law. 6.12. Retention NOHE retains personal data only for as long as:
  • necessary for the purpose for which they were collected;
  • necessary to perform the contract;
  • required by accounting, tax, banking, customs, consumer protection or other legislation;
  • necessary to handle a complaint, refund or dispute;
  • necessary to establish, exercise or defend a legal claim;
  • permitted under valid consent.
Relevant retention factors may include:
  • the order date;
  • the Product shelf life;
  • applicable warranty, claim and limitation periods;
  • statutory record-retention obligations;
  • whether a dispute is pending.
Marketing information processed solely on the basis of consent will be retained until:
  • consent is withdrawn;
  • the relevant marketing activity ends;
  • another applicable retention ground expires.
Technical logs and cookie information may be retained according to:
  • security needs;
  • Website configuration;
  • provider settings;
  • applicable law.
When personal data are no longer required and no lawful ground requires further retention, NOHE will delete, destroy, block or anonymise them as appropriate. Withdrawal of consent does not require deletion of information that must still be retained:
  • under law;
  • to complete an existing order or refund;
  • to resolve a dispute;
  • to establish or defend a legal claim.
6.13. Security NOHE applies reasonable technical and organisational measures designed to protect personal data against:
  • accidental loss;
  • accidental destruction;
  • unauthorised access;
  • unlawful use;
  • unauthorised disclosure;
  • alteration;
  • copying;
  • blocking;
  • other unlawful interference.
Such measures may include:
  • HTTPS encryption;
  • access restrictions;
  • individual access credentials;
  • limiting access according to work functions;
  • secure payment processing;
  • software and security updates;
  • backups;
  • technical logging and monitoring;
  • confidentiality obligations;
  • incident-response procedures.
Access to personal data must be limited to persons requiring that access for an authorised purpose. No electronic transmission or storage method can be guaranteed to be completely secure. This statement does not reduce NOHE’s obligation to apply security measures required by law. 6.14. Data Subject rights Subject to the conditions established by Armenian law, a Data Subject may request:
  • confirmation that personal data are being processed;
  • information concerning the purposes and grounds of processing;
  • information concerning NOHE and its location;
  • information concerning categories of processed data;
  • information concerning the source of the data;
  • information concerning persons to whom the data have been or may be disclosed;
  • information concerning applicable processing periods;
  • access to personal data;
  • correction or completion of inaccurate or incomplete data;
  • updating of outdated data;
  • blocking or destruction of unlawfully obtained or unnecessary data;
  • withdrawal of consent where processing is based on consent;
  • termination of processing where required by law;
  • a reasoned written explanation where a lawful request is refused.
The Data Subject may also:
  • complain to the Personal Data Protection Agency;
  • apply to a competent court;
  • seek compensation where permitted by law.
Information supplied in response to a request must not disclose another person’s personal data. 6.15. Submitting a Data Subject request A request may be sent to: E-mail: hello@nohe.care Postal address: 75/5 Yeznik Koghbatsi Street, Yerevan, Republic of Armenia The request should contain sufficient information to:
  • identify the applicant;
  • identify the relevant order or interaction;
  • describe the requested action;
  • establish that the request concerns the applicant’s own data.
NOHE may request reasonable proof of identity before disclosing, correcting, blocking or destroying personal data. Where Armenian law requires a written request or an electronic request authenticated by an electronic digital signature, NOHE may require the legally prescribed form. Subject to applicable law:
  • information concerning the existence of personal data or access to them will be provided within five days after receipt of a valid written request;
  • inaccurate, incomplete, outdated, unlawfully obtained or unnecessary data will be corrected, completed, updated, blocked or destroyed immediately or, where immediate action is not possible, within three Business Days;
  • where a request is refused, NOHE will provide a reasoned written decision within the applicable statutory period.
6.16. Withdrawal of consent Where processing or a cross-border transfer is based on consent, the Data Subject may withdraw that consent in the form required by applicable law by contacting hello@nohe.care, subject to reasonable identity verification. Withdrawal does not affect the lawfulness of processing or transfers carried out before withdrawal. Where the same processing or transfer remains necessary to perform an existing contract or is otherwise permitted or required by law, withdrawal of optional consent does not automatically require NOHE to stop that processing or transfer. After a valid withdrawal, NOHE will stop the relevant processing and destroy the data within the period required by Armenian law unless:
  • another lawful ground applies;
  • retention is required by law;
  • the data remain necessary to complete an existing contract or refund;
  • the data remain necessary for a pending dispute or legal claim;
  • NOHE and the Data Subject lawfully agree otherwise.
Where Armenian law requires destruction within 10 Business Days following a formally valid withdrawal of consent, NOHE will observe that deadline and provide the applicable notification. 6.17. Marketing communications NOHE may send marketing communications only where the recipient has provided separate valid consent or another lawful ground expressly applies. Marketing consent:
  • is optional;
  • is not a condition of purchasing Products;
  • may be withdrawn at any time.
The recipient may unsubscribe by:
  • using an unsubscribe function in the communication, where available;
  • contacting hello@nohe.care.
Withdrawal from marketing does not prevent NOHE from sending non-promotional communications necessary for:
  • order confirmation;
  • payment;
  • delivery;
  • Product safety;
  • return or refund;
  • responding to a Customer request;
  • complying with a legal obligation.
6.18. Cookies and similar technologies The Website may use cookies and similar technologies. Strictly necessary technologies Strictly necessary cookies may be used to:
  • maintain the shopping cart;
  • maintain the checkout session;
  • remember language or essential settings;
  • provide security;
  • prevent duplicate requests;
  • support payment and order functions.
These technologies are necessary for the Website service requested by the user. Disabling them may prevent the cart, checkout or payment process from functioning. Analytics and performance technologies Where enabled, analytics technologies may be used to understand:
  • Website traffic;
  • pages visited;
  • navigation;
  • technical errors;
  • Website performance.
Marketing technologies Where enabled, marketing technologies may be used to:
  • measure advertising effectiveness;
  • attribute visits or purchases;
  • provide advertising functions.
Non-essential analytics or marketing technologies will be activated only where the required consent or another lawful ground applies. The Website cookie notice must identify the specific services and cookies actually used. The user may manage available cookie preferences through:
  • the Website’s cookie settings;
  • browser settings.
6.19. Persons under 16 Where consent is required to process personal data concerning a person under 16 years of age, that consent must be provided by the person’s legal representative in accordance with Armenian law. An order for a person under 16 should be placed by a parent or legal representative. Where NOHE learns that personal data of a person under 16 were provided without the required authorisation, NOHE will take the measures required by applicable law. 6.20. Special-category and biometric data NOHE does not request biometric or special-category personal data as part of the ordinary purchase process. Customers should not submit information concerning:
  • racial or ethnic origin;
  • political opinions;
  • religious or philosophical beliefs;
  • trade-union membership;
  • health;
  • sex life;
  • biometric characteristics
unless NOHE has expressly requested the information for a lawful and necessary purpose. 6.21. Personal data incidents Where NOHE identifies unlawful processing, it will take the measures required by Armenian law to:
  • stop and remedy the violation;
  • correct, block or destroy affected information where required;
  • notify the Data Subject or competent authority where legally required.
Where personal data are leaked from an electronic system, NOHE will make the announcements and notifications required by Armenian law, including notifications to the competent authorities where applicable. 6.22. Third-party websites and services The Website may contain links or redirects to third-party services, including:
  • Ardshinbank;
  • payment systems;
  • CDEK;
  • social media platforms.
Where a person submits information directly to a third party, that third party may process the information under its own privacy documentation. NOHE is not responsible for an independent third party’s processing outside NOHE’s instructions and control. This does not limit responsibility that NOHE may bear under applicable law for selecting or instructing an authorised service provider. 6.23. Complaints to the supervisory authority A Data Subject who believes that personal data have been processed unlawfully may first contact NOHE at hello@nohe.care. The Data Subject may also contact: Personal Data Protection Agency Ministry of Justice of the Republic of Armenia Address: 54b Komitas Avenue, Yerevan 0051, Republic of Armenia E-mail: info@pdpa.am Telephone: +374 10 594 194 The Data Subject also retains the right to apply to a competent court. 6.24. Amendments NOHE may update this Policy because of:
  • changes in legislation;
  • changes in payment or delivery procedures;
  • changes in the Website platform;
  • introduction or removal of service providers;
  • changes in cookies, analytics or advertising technologies;
  • security or operational requirements.
The current version and its effective date will be published on the Website. Where a new processing activity requires consent, NOHE will obtain the required consent before beginning that activity.
NOHE online store Brand name: NOHE Seller: Individual Entrepreneur Maksim Yuryevich Nikolaev Taxpayer Identification Number: 40114984 Registered address: 75/5 Yeznik Koghbatsi Street Yerevan, Republic of Armenia E-mail: hello@nohe.care Customers may use these contact details for:
  • Product enquiries;
  • order enquiries;
  • payment enquiries;
  • delivery enquiries;
  • cancellation requests;
  • withdrawal and return notices;
  • defective or damaged Product claims;
  • privacy and personal data requests;
  • complaints;
  • other matters connected with purchases through the NOHE Website.
When contacting NOHE concerning an existing order, the Customer should provide:
  • order number;
  • Customer’s name;
  • telephone number or e-mail address used for the order.
Customers must not send the following through these contact channels:
  • complete payment card details;
  • CVV or CVC codes;
  • online banking passwords;
  • one-time passwords;
  • 3D Secure authentication codes.