Refund policy
Return and Refund Policy
1. Right of withdrawal (consumers)
In accordance with European legislation, consumers have the right to withdraw from the contract within 14 days from receipt of the product, without having to state any reason.
To exercise this right, you must notify us of your decision by email at: info@novaracks.com.
It is sufficient for the notification to be sent before the 14-day period expires.
2. Return conditions
A return is accepted only if the product:
- has not been assembled, installed, or used,
- is in perfect condition,
- is complete,
- is returned in its original packaging,
- is accompanied by proof of purchase.
Any product that has been assembled, partially installed, modified, or damaged will not be eligible for a refund.
Returns sent without prior request will not be accepted.
The direct cost of return shipping is borne by the customer.
3. Exclusion of the right of withdrawal
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to goods:
- made according to the customer's specifications,
- clearly personalized,
- individually configured according to the customer's vehicle.
As most Nova Racks systems are configurable (width, depth, number of levels, load capacity, options), these products are considered personalized goods.
As a result, individually configured racks cannot be returned.
4. Damaged products or delivery errors
Please inspect your order immediately upon receipt.
If a product is damaged, defective, or incorrect, contact us within 48 hours at: info@novaracks.com.
We will arrange an appropriate solution (replacement or refund).
5. Refunds
After receiving and inspecting the returned product, we will inform you whether the refund is approved or rejected.
If approved, the refund will be made via the original payment method within 10 business days.
Additional delays may apply depending on your bank or payment provider.
6. Business customers (B2B)
The right of withdrawal applies only to consumers.
Business customers (B2B) do not benefit from any right of withdrawal unless otherwise agreed in writing in advance.
7. Contact details
Nova Sphere EOOD
str. 6-TI Sepembri Blvd, Legis Center, Office 3-8B, Nr 152
4000 Plovdiv – Bulgaria
Email: info@novaracks.com
Phone: +359 89 596 4990