Refund policy

We want you to be happy with every purchase from Novo Home. If an item is not right for you, you can return it within 14 days.

14-day right of withdrawal

You have the right to cancel your purchase within 14 days without giving any reason. The period starts the day after you receive the item. If your order arrives in several parts, it starts after you receive the last item.

How to return an item

Tell us within 14 days that you want to cancel, by email or through the contact form on our store. Include your order number and the items you want to return. We can also send you a model withdrawal form on request, but using it is optional.
We will send you an address in Latvia to return the item to.
Send the item back no later than 14 days after telling us you are cancelling.

Return costs

The customer pays the direct cost of returning the item, unless the item is faulty or incorrect (see below).

Condition of the item

You may inspect and test the item as you would in a shop. If the item has been used more than necessary to check its nature, characteristics and functioning, we may reduce the refund to reflect the loss in value. Please return the item with all its parts and, where possible, in its original packaging.

Refunds

We will refund the full amount you paid, including standard delivery costs, no later than 14 days after we receive your cancellation notice. We will use the same payment method you used for the purchase. We may hold back the refund until we have received the item or you have provided proof that you sent it back. If you chose a delivery option more expensive than our cheapest standard delivery, the extra cost is not refunded.

Exceptions

The right of withdrawal does not apply to items that cannot be returned for hygiene or health protection reasons once their packaging has been opened after delivery, or to items made to the customer's individual specifications.

Faulty or incorrect items

If you receive a faulty or incorrect item, please contact us as soon as possible with your order number and photos. In these cases we cover all costs, and you will receive a replacement or a full refund. All items are covered by the two-year legal guarantee for lack of conformity.