Widerrufsrecht

noo.ma Return Refund Policy

We want you to be absolutely satisfied with your purchase from noo.ma. We understand that sometimes plans change, and we're here to help. Please review the policies below depending on whether your purchase was made online or in our Berlin store.

1. ONLINE STORE RETURNS

Return eligibility
You may return your noo.ma product within 30 days of receiving it. Items must be unused, undamaged, and in their original condition and packaging. noo.ma reserves the right to reject returns that are missing original packaging or components, show signs of use or damage caused by the customer, are improperly packed for transport, or otherwise do not meet return requirements.

How to initiate a return
Contact our support team via the contact form available on our website, including your order number and reason for return. Customers are responsible for shipping costs when returning non-damaged items to our warehouse in Poland.

If a delivery is returned to sender
If your order is returned due to failed delivery attempts, you may request a refund (shipping costs deducted) or choose to have the order re-shipped.

Damaged product
Please inspect your delivery within 30 days of receipt. Notify us of any missing or damaged products and provide photos of the product and packaging, ideally taken with the carrier present. Depending on the situation, we will refund part of the order value or send a replacement part. The original packaging must be kept to process damage claims.

Undamaged product
You may return an unused, non-damaged item within 30 days of delivery. Refunds will be issued within 14 days of receiving the returned item at our warehouse. Return shipping costs are covered by the customer.

Order cancellation
Orders may be cancelled any time before shipment for a full refund. Please contact us via the contact form available on our website. Refunds are processed within 14 days of cancellation confirmation.

Refund method
Refunds are issued using the same payment method used for the original purchase. If multiple payment methods were used (for example, card and gift card/store credit), the refund will be split proportionally.

Right of withdrawal (EU)
Consumers or clients with consumer rights may withdraw from the contract within 30 days of delivery without stating a reason.

To do so, submit a withdrawal statement via the contact form available on our website (or in written form), then return the goods to our warehouse within 14 days of submitting the withdrawal.

Goods must be returned in complete, unchanged, unused condition, except for handling necessary to assess their characteristics and functioning. Any decrease in value may result in a reduced refund or refusal.

Custom-made or personalized products cannot be returned.

Refunds, including original delivery costs, will be issued within 14 days after we receive the withdrawal statement. noo.ma may withhold the refund until the goods are received or proof of return is provided.

For any questions, please contact us via the contact form available on our website.

2. IN-STORE RETURNS (BERLIN)

These conditions apply only to purchases made at the noo.ma store in Berlin. Online orders must follow the online return process and cannot be returned in store.

Return eligibility
Returns are accepted within 30 days of in-store purchase. Items must be unused, undamaged, complete with all components, and in their original packaging. A receipt or digital proof of purchase is required.

Exclusions and conditions
We may decline a return if the item shows signs of use beyond what is necessary to inspect it, is missing packaging or components, is damaged or improperly repacked, raises hygiene concerns, or otherwise cannot be resold according to our quality standards.

Refunds
Refunds are issued to the original payment method. If multiple payment methods were used, the refund is applied proportionally. Processing times for electronic payments depend on the payment provider.

Exchanges
Exchanges may be offered when the requested product is available. Any price difference will be settled at the counter.