Refund policy

Thank you for choosing NovoCase. We are committed to providing high-quality, personalized products, and we want to ensure that your shopping experience with us is rewarding. However, we understand that sometimes a product may need to be returned or exchanged. Below, you will find our return and refund policy to ensure that the process is as transparent as possible.

Countries Covered by the Return Policy
Our return policy covers the following countries: Austria, Belgium, France, Germany, Ireland, Italy, Portugal, Spain, Switzerland, Brazil, Australia, Denmark, Finland, Netherlands, Poland, Sweden, and the United Kingdom.

Returns
We accept returns for both defective and non-defective products. We believe you will be satisfied with our products, as we strive to make sure they meet your expectations. However, if the product does not meet your needs, you may return it under the following conditions:

  • Product Condition: We accept returns of new and slightly used products. This includes products that have been opened or slightly used. Custom products that have been heavily used or altered may not be eligible for return.
  • Return Window: To be eligible for a return, the product must be sent back within 15 days of receipt. The product must be in the same condition as received, along with the original packaging.
  • Proof of Purchase: Be sure to include a copy of your receipt or proof of purchase with the returned product.
  • Return Method: Returns must be made by mail. You will be able to download and print the return label at no additional cost.

Exchanges
Yes, we accept exchanges. If you wish to exchange a product for a new or similar one, you may request an exchange within the same 15-day period, as long as the product is in the same condition specified above.

Refunds
Once we receive and inspect the returned product, we will notify you about the status of your return. If approved, the refund process will follow these steps:

  • Refund Method: The refund will be issued through the original payment method.
  • Processing Time: The refund will be completed within 30 days of approval, subject to your financial institution’s policies.
  • Restocking Fee: We do not charge a restocking fee for returns.

Shipping Costs
You will not be responsible for the shipping costs to return your item. Return shipping costs will only be deducted from the refund if the product is not defective.

Applicable Currency
All returns and refunds for countries covered by this policy will be processed in EUR (Euros) or the local applicable currency.

Contact Us
If you have any questions about returns or need assistance with the process, please contact us at: info@novocase.com.