Refund policy

Our goal at Novoverk is for our customers to be completely satisfied with their purchases in our store. However, we understand that unexpected situations arise, and our customer service team is here to assist you.

You can return your Novoverk product in its original condition and packaging within 30 days of receiving it without any reason for your return as part of our hassle-free return and refund policy. Please note that Novoverk retains the right to reject returns if the product is not in its original state. Reasons for refusal may include, but are not limited to: missing original packaging, components, damages caused by the customer, or improper packaging. To initiate a return, please contact our customer service team at support@novoverk.com. Please note that customers are responsible for covering the shipping costs to return products to our warehouse. Novoverk does not accept “cash on delivery” parcels. 

If your order is returned due to unsuccessful delivery attempts, you can either request a refund (with shipping costs deducted) or have the order reshipped.

 

DAMAGED PRODUCT

Upon receiving your delivery, please inspect the product (or products) within 14 days and notify our customer service team in case of any deviations such as; missing or damaged products. We kindly request that you can attach pictures of any damages to the product and/or packaging, preferably in the presence of the carrier, so we can process you claim. Depending on the product and your preference, we will either refund part of your order’s value or send a replacement for the damaged item. Please retain the original packaging to process the claim.

 

UNDAMAGED PRODUCT

You can return your Novoverk product in its original condition and packaging within 30 days of receiving it without any reason for your return as part of our hassle-free return and refund policy. To initiate a return, please contact our customer service team at support@novoverk.com. Please note that customers are responsible for covering the shipping costs to return products to our warehouse.

 

ORDER CANCELATION

No worries if you change your mind! You can cancel your order any time before it’s shipped and receive a full refund. Just reach out as soon as possible to our customer service team at support@novoverk.com.

 

REIMBURSEMENT

All refunds will be processed by Novoverk within 14 days of approving your request. Please be informed that refunds may take up to 14 additional days to be posted to your bank account. This depends on the payment method you have chosen when purchasing.

 

INFORMATION ABOUT YOUR RIGHT OF PURCHASE WITHDRAWAL

A consumer or a client with consumer rights, can withdraw from the purchase agreement within 30 days of receiving the delivery without providing a reason. To do so, the consumer must first contact customer service team at support@novoverk.com to notify of the withdrawal, and then return the goods to the store. The withdrawal must be communicated no later than the last day of the 30-day period. Once the withdrawal notice is received electronically, the store will have up to 14 days to acknowledge and process the withdrawal. Any withdrawal submitted after the 30-day period will be considered invalid.

 

The goods must be returned in their original, unused condition, without any sigs of use, unless such use was necessary for examining the product in a way that would be allowed under normal use. The consumer is responsible for any reduction in the value of the item if it is used beyond what is necessary to establish its nature, characteristics, and functionality. If the returned goods are incomplete or show signs of use beyond ordinary handling, the store reserves the right to refuse the return or reduce the refund value to reflect the damaged or missing items, at the store's discretion. To initiate a withdrawal, please contact our customer service team at support@novoverk.com. Please note that customers are responsible for covering the shipping costs to return products to our warehouse. Novoverk may delay the refund until the item is received.

 

The return address of the correct warehouse will be provided to the customer via e-mail by our customer service team. Our warehouses are located in Warsaw, Poland.

 

For further information or assistance on how to proceed, please contact our customer service team at support@novoverk.com. We are here to help!