Refund policy

Eligibility for Returns

Our products are built and tested to the highest standards. However, if you are a consumer residing in the EU, you have the legal right to withdraw from your purchase within 14 days of receiving the goods without giving a reason, in accordance with the EU Consumer Rights Directive (2011/83/EU) and Croatian Consumer Protection Act.

This right applies only to private individuals (B2C). It does not apply to:

  • Business or institutional purchases (B2B) within and outside the EU, or

  • Private customers outside the EU.

In the event of confirmed product defects covered under the warranty, we accept returns regardless of customer type (business/private) and location.

Conditions for Return

To qualify for a return under the 14-day withdrawal right:

  • The customer must be a private individual residing in the EU,

  • Products must be unused, in original packaging, and include all accessories and documentation,

  • You must notify us in writing before sending the return - email us at info@novarq.com to start the process.

Returns sent without prior notice may be refused.

The withdrawal right does not apply to:

  • Customized or special-order products,

  • Items showing signs of use, modification, or tampering, or

  • Products damaged after delivery due to misuse or improper handling.

Return Shipping and Costs

You are responsible for all return-related costs, including:

  • Shipping fees,

  • Customs duties, taxes, and import/export fees, and

  • Any handling or administrative costs incurred during re-import.

We recommend using a trackable and insured shipping method.

If an order is returned to us due to incorrect address, delivery refusal, uncollected shipment, or failure to pay customs or taxes, all related costs (including outbound shipping, return shipping, and any customs or handling fees) will be deducted from your refund.

If you wish to have the order re-shipped, we can arrange that upon request, provided all associated costs and new shipping fees are paid in advance.

Refunds

Once we receive and inspect your returned item:

  • Approved refunds are processed to your original payment method within 14 days.

  • Shipping and handling charges are non-refundable.

  • We may deduct any loss in value if the product was used beyond what is necessary to verify its condition.

Defective or Damaged Goods

If you receive a defective item, contact us immediately.

Defects are covered under the 2-year legal warranty (see Terms and Conditions). We will arrange repair, replacement, or refund depending on the situation.

Contact

Questions about this Return and Refund Policy or your purchase can be directed to:

Novarq Ltd.
Ulica Pavla Hatza 23/2, 10000 Zagreb, Croatia
Email: info@novarq.com