Return & Refund Policy
Return & Refund Policy
This policy applies alongside, and does not limit, your statutory right of withdrawal as a consumer under German and EU law (see our Cancellation Policy for full details).
Return Eligibility
You may return most items within 14 days of receipt, provided that:
The item is unused and in its original condition
The item is in its original packaging, with all parts and accessories included
You provide proof of purchase (order confirmation or invoice)
For hygiene and safety reasons, certain items — such as textile pieces where a hygiene seal has been broken (e.g. cushions, mattress toppers, or upholstered items with sealed packaging) — cannot be returned once opened, unless they are defective or were delivered incorrectly, as permitted by law.
How to Start a Return
Email us at info@novalustris.com with your order number and the reason for return. We'll send you instructions on how and where to send the item back.
Refunds
Once we receive and inspect the returned item, we'll let you know whether your refund is approved. Approved refunds are issued to your original payment method within 14 days of approval.
Return Shipping Costs
Unless the return is due to a defect, an incorrect item, or an error on our part, the customer covers return shipping costs.
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect piece of furniture, contact us within 14 days of receipt with photos of the item and packaging. We'll arrange a replacement, repair, or full refund — including shipping costs — at no extra charge to you.
Non-Returnable Items
The following cannot be returned, except where defective:
Textile or upholstered items with a broken hygiene seal (e.g. cushions, mattress toppers)
Made-to-order or personalized furniture
Assembled furniture that has been put together, unless defective
Gift cards