Refund policy

Return & Replacement Policy

Last Updated:  7 July 2026

At Vilnius store, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, we offer an easy and transparent return and replacement process under the conditions outlined below.

1. Eligibility for Return

You may request a return if:

• You received a damaged, defective, or incorrect product
• You are unhappy with the product (applicable for Cash on Delivery orders only)
• The return request is made within 3 days of delivery
• The product is unused, in its original condition
• The product includes original packaging, accessories, manuals, and an invoice

2. Eligibility for Replacement

You may request a replacement if:

• The product is dead on arrival
• The product has a manufacturing defect
• You received the wrong product

Replacement requests must be submitted within 3 days of delivery and are subject to inspection and verification by the Novacart team.

3. Non-Returnable / Non-Replacement Items

Returns or replacements will not be accepted if:

• The issue is caused by misuse, negligence, water damage, or physical damage
• The product shows signs of wear, alteration, or tampering
• The return request is made after 3 days
• Original packaging, accessories, or invoice are missing
• The product is marked as non-returnable on the product page

4. Warranty & Technical Support

• Products covered by a brand or seller warranty will be handled according to the warranty terms
• For technical issues, customers may be asked to follow basic troubleshooting steps before approval
• Warranty does not cover physical or water damage

5. Return & Replacement Process

To initiate a return or replacement:

1. Contact Novacart Customer Support within 3 days of delivery
2. Provide your order number, issue details, and clear photos or videos
3. Our team will review and verify the claim
4. Once approved, we will arrange the next steps accordingly

6. Shipping & Delivery Charges

• If the issue is from Novacart’s side, return or replacement shipping is free
• If the return is due to customer preference (COD orders only), a free return is applicable
• In other cases, delivery charges may apply

7. Refunds (If Applicable)

• Refunds are processed after successful inspection of the returned product
• Refunds may take 7–10 working days, depending on the payment method

8. Contact Us

For any return or replacement requests, please contact us through:

• Inbox / WhatsApp / Customer Support
• Provide accurate details to ensure faster resolution