Returns & Warranty

We want you to buy with confidence. Every order is backed by a clear returns policy and the full EU manufacturer warranty, alongside your statutory consumer rights.

14-Day EU Right of Withdrawal & Returns

In line with your EU rights, you have 14 days from the day you receive your order to return any item for a full refund without giving any reason. In addition, we offer an extended policy allowing returns up to 30 days after receiving your item under specific conditions.

  • Condition of items: To qualify for a refund, items must be in the same condition that you received them—unworn, unused, with tags, complete with all accessories, and in their original packaging where possible.

  • Proof of purchase: You will need your order confirmation, receipt, or proof of purchase.

  • Return shipping: Return shipping costs are the customer's responsibility unless the item is faulty, damaged, or incorrect, in which case we cover the cost.

How to start a return:

  1. Email us at hello@novicoo.com with your order number and the item(s) you'd like to return.

  2. Items must be sent back to our designated return address:

    UAB "Thinkbig" Erdvės g. 7 Ramučiai, 54463 Kauno r. sav.

  3. Note: Items sent back to us without first requesting a return will not be accepted.

Refunds

  • Once we receive and inspect your return, we will notify you whether your refund has been approved.

  • If approved, you’ll be automatically refunded to your original payment method within 10 business days (please allow extra time for your bank or credit card company to process and post the funds).

  • If more than 15 business days have passed since your return was approved, please contact us at hello@novicoo.com.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

Exceptions & Non-Returnable Items

Certain types of items cannot be returned, including:

  • Perishable goods (such as food, flowers, or plants)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

Damaged, Defective, or Incorrect Items

Please inspect your order upon reception and contact us within 48 hours of delivery if the item is defective, damaged, or incorrect. We'll put it right at no cost to you, including covering the return shipping.

24-Month Warranty

All products are sourced from authorised EU distributors and carry the full 24-month EU consumer warranty (statutory guarantee of conformity). If a product develops a fault through normal use within this period, you're covered.

How to make a warranty claim:

  1. Email hello@novicoo.com with your order number, product name, and a description of the fault (photos or a short video help us diagnose it faster).

  2. Our team will assess the claim and coordinate with the manufacturer or distributor.

  3. Depending on the fault, we'll arrange a repair, replacement, or refund.

Exclusions: The warranty does not cover damage caused by misuse, accidental damage, unauthorized repairs, or normal wear and tear (such as gradual battery capacity loss over time).

Need Help?

  • Email: hello@novicoo.com

  • Phone: +370 682 73508 (Monday–Friday, 9:00–17:00 EET)