Refund policy

Changing your mind should be as easy as ordering. Here's how returns, the right of withdrawal, and refunds work with us.

Quick overview

14-day right of withdrawal and a 30-day money back guarantee
All returns are handled through our return center
Refunds within 5 business days, to your original payment method
Personal help every step of the way: support@novycast.com

How to make a return

Email support@novycast.com with your order number and you'll receive clear instructions along with the address to our return center. After submitting your withdrawal notice, return the item within 14 days. We recommend trackable shipping, as you are responsible for the package until it reaches us. Keep your drop-off receipt, as it can get you a faster refund (see below).

Right of withdrawal (14 days)

You always have a 14-day right of withdrawal under the Distance Contracts Act, counted from the day you receive the item. You may open the packaging and examine the product just as you would in a physical store. If the item has been used beyond that, a deduction for diminished value may be made from your refund.
The fastest way to withdraw from your purchase is via the withdrawal button in our online store: click "Withdraw from contract", fill in your details, and confirm. You'll then receive a confirmation of your withdrawal notice by email. You can also email us directly.

30-day money back guarantee

In addition, we offer a 30-day money back guarantee after delivery. It applies to items that are unused, in unopened original packaging, and with all labels intact. Have your order confirmation ready to speed up processing.

Return shipping

For withdrawals and returns under the money back guarantee, you as the customer cover the return shipping. For approved warranty claims, we cover all shipping costs.

Refunds

Once your return has reached us, or once you've shown proof that it has been shipped, we issue your refund within 5 business days. If you return your entire order, the full amount is refunded including the standard shipping cost. The money goes back to the same payment method you used at purchase, and you'll receive a confirmation by email. Depending on your bank or card issuer, it may take a few banking days before the amount appears in your account.

Warranty claims

If a product is defective or doesn't work as it should, we'll help you right away. Email support@novycast.com with your order number, a description of the issue, and preferably photos or video, and we'll get back to you quickly with a solution. Our first step is to fix the issue or send a replacement. You have a 3-year right to make warranty claims under the Consumer Sales Act.

Order cancellation

Want to change or cancel your order? Contact us as soon as possible and we'll help you, as long as your order hasn't been packed or shipped. We process orders quickly, often the same day, so reach out right away. If the package has already shipped, we'll help you with a return once you've received it.

Unclaimed packages

Packages that aren't collected are automatically sent back to us by the carrier. In that case, a fee of 30 Euro applies to cover shipping and handling costs. If you want to withdraw from your purchase, please collect the package and contact us so we can arrange the return properly.