Refund policy
RETURN AND REFUND POLICY
Last updated: July 15, 2026
Nova Creative Studio is a brand of Novapro Multi-Services LLC.
IMPORTANT SUMMARY
All Nova Creative Studio products are made to order.
All sales are final, and we do not accept returns or exchanges for changes of mind, personal preference, ordering mistakes, or other non-defect reasons.
Claims involving damage, a confirmed defect, an incorrect item, or a product that is materially different from its listing must be reported within seven (7) calendar days after delivery.
Submitting a claim does not automatically qualify the customer for a refund. A replacement or reprint will normally be the first remedy considered for an approved claim.
Nothing in this policy limits any consumer right that cannot lawfully be waived or restricted.
MADE-TO-ORDER PRODUCTS — FINAL SALE
Nova Creative Studio products are produced specifically after an order is placed. Because our products are made to order, all sales are final, and we do not accept returns or exchanges for buyer’s remorse, personal preference, ordering mistakes, or other non-defect reasons.
Please carefully review the artwork, product format, dimensions, frame option, color, quantity, shipping address, and all other order details before completing your purchase.
We do not accept returns or exchanges because:
• You changed your mind.
• The product does not match your personal décor, taste, or expectations.
• You selected the wrong size, format, frame, color, or quantity.
• You provided an incorrect or incomplete shipping address.
• You refused a correctly addressed shipment or failed to collect it.
• You found another product or price that you prefer.
• The product appears slightly different because of monitor, screen, lighting, or display settings.
• The product contains minor variations inherent to printing, framing, material texture, cropping, positioning, or production.
The final-sale rule does not apply to an approved claim involving a damaged, defective, incorrect, or materially misrepresented product, or where applicable law requires another remedy.
DAMAGED, DEFECTIVE, INCORRECT, OR MATERIALLY DIFFERENT ITEMS
A claim may be eligible for review when the product:
• Arrives damaged during transportation.
• Contains a confirmed manufacturing or printing defect.
• Is the wrong product or variant.
• Is materially different from the product description or images displayed at the time of purchase.
To allow us to investigate promptly, you must contact us within seven (7) calendar days after the carrier’s tracking information shows that the order was delivered.
Claims submitted after this seven-day notification period may be denied to the extent permitted by applicable law. This notification period does not limit any mandatory consumer right that cannot lawfully be waived or restricted.
REQUIRED DOCUMENTATION
To request a claim review, contact us through our Contact page and provide:
• Your full name.
• Your order number.
• A clear description of the issue.
• Clear photographs of the entire product.
• Close-up photographs showing the alleged damage or defect.
• Photographs of the outer packaging, when applicable.
• Photographs of the interior packaging, when applicable.
• A photograph of the shipping label.
• Any additional information reasonably requested during the review.
The product and all available original packaging must be retained until the claim has been fully reviewed.
Failure to retain the product, dispose of relevant packaging, or provide reasonably requested documentation may prevent us from verifying the claim and may result in its denial.
CLAIM REVIEW AND AVAILABLE REMEDIES
Submitting a claim does not automatically qualify the customer for a refund, replacement, or exchange.
Nova Creative Studio may review the documentation provided, order information, production records, fulfillment records, carrier information, and any other relevant evidence to determine whether the claim is valid.
When a claim is approved, Nova Creative Studio may, subject to applicable law, provide one of the following remedies:
• A replacement or reprint.
• A replacement component.
• A partial refund.
• A full refund when replacement is unavailable or is not an appropriate remedy.
• Another commercially reasonable resolution agreed upon with the customer.
The appropriate remedy will be determined based on the circumstances of the claim, the nature of the issue, product availability, production feasibility, and applicable law.
A replacement or reprint will normally be the first remedy considered for a confirmed production defect, shipping damage, or incorrect item.
A customer is not entitled to receive both a replacement and a refund for the same approved claim unless Nova Creative Studio expressly agrees otherwise or applicable law requires it.
Nova Creative Studio may require the return of the affected product, photographs showing disposal, or other reasonable confirmation before completing an approved remedy.
UNAUTHORIZED RETURNS
Do not return any product without receiving written authorization and return instructions from Nova Creative Studio.
Unauthorized returns, refused deliveries, and products sent to an address not specifically provided by Nova Creative Studio will not be accepted or automatically refunded.
When an approved return is required, we will provide the applicable instructions. The customer must follow those instructions exactly.
Nova Creative Studio is not responsible for unauthorized return shipping expenses.
LOST OR UNDELIVERED ORDERS
If an order has not arrived by the latest estimated delivery date, contact us promptly and no later than seven (7) calendar days after that date.
We may require the customer to:
• Confirm the shipping address.
• Check with household members, neighbors, building personnel, or mailroom staff.
• Contact the local postal facility or applicable carrier.
• Provide any reasonably requested information needed for the carrier investigation.
A shipping delay by itself does not automatically qualify an order for cancellation or refund, except where applicable law provides otherwise.
If the carrier confirms that the shipment was lost, Nova Creative Studio will review the circumstances and determine the appropriate remedy, which may include a replacement or refund.
TRACKING MARKED AS DELIVERED
A carrier’s delivered status does not automatically approve or deny a claim.
Customers must promptly check the delivery location, household members, neighbors, building management, mailroom, local postal facility, and the applicable carrier.
Claims involving packages marked as delivered will be evaluated individually based on:
• Carrier records.
• Delivery confirmation.
• Address information.
• Available photographs or location data.
• Information provided by the customer.
• Any other relevant evidence.
A claim may be denied when the order was shipped to the address provided by the customer, the carrier confirms delivery, and there is insufficient evidence of carrier error, loss, or another covered issue.
ORDER CANCELLATIONS AND CHANGES
Orders may enter production shortly after they are placed.
Cancellation and modification requests are not guaranteed.
Once an order has entered production, it normally cannot be canceled, changed, returned, or exchanged.
Customers are responsible for reviewing all order details before submitting payment.
Nothing in this section limits a cancellation right that applicable law does not permit the customer to waive.
COLOR, SIZE, AND PRODUCT VARIATIONS
Product images and mockups are provided to represent the artwork and product as accurately as reasonably possible.
Colors may vary depending on:
• Monitor calibration.
• Screen settings.
• Lighting conditions.
• Product material.
• Printing process.
• Production batch.
Minor color differences are not considered defects.
Product dimensions may be subject to reasonable manufacturing tolerances. Minor variations in image positioning, cropping, material texture, frame appearance, or print placement are not considered defects.
A substantial difference that materially conflicts with the product listing may still qualify for review under this policy.
CUSTOMER-CAUSED DAMAGE
Claims will not be approved for damage caused after delivery, including damage resulting from:
• Improper handling.
• Improper installation or hanging.
• Dropping or impact.
• Exposure to moisture, excessive heat, direct sunlight, or unsuitable environmental conditions.
• Cleaning products or chemicals.
• Alteration or modification.
• Misuse, neglect, or ordinary wear.
• Removal from the original frame, mounting system, or product configuration.
FRAUDULENT, DUPLICATE, OR ABUSIVE CLAIMS
Nova Creative Studio reserves the right, to the extent permitted by applicable law, to deny claims that are:
• Unsupported by the available evidence.
• Inconsistent with production, shipping, or carrier records.
• Materially misleading.
• Fraudulent.
• Duplicated.
• Submitted in bad faith.
• Part of a documented pattern of abusive claims.
Nova Creative Studio may restrict future purchases or services when documented evidence demonstrates repeated fraudulent or abusive conduct.
REFUNDS
Approved refunds will be issued to the original payment method whenever reasonably possible.
After a refund is issued, the time required for it to appear in the customer’s account is controlled by the bank, card issuer, payment provider, or financial institution.
Original shipping charges, expedited shipping charges, customs duties, taxes, and other non-product charges are generally non-refundable.
However, these charges may be included in an approved refund when:
• The issue resulted from an error by Nova Creative Studio or its fulfillment provider.
• The customer received a confirmed damaged, defective, or incorrect product.
• The shipment was confirmed lost.
• Applicable law requires reimbursement.
• Nova Creative Studio expressly includes those charges in the approved resolution.
LEGAL RIGHTS
Nothing in this policy excludes, restricts, or limits any consumer right, warranty, cancellation right, or legal remedy that cannot lawfully be excluded, restricted, or limited.
Where applicable law provides the customer with mandatory rights that conflict with this policy, the applicable mandatory law will control.
CONTACT
Questions or eligible claims regarding an order must be submitted through the Contact page on the Nova Creative Studio website or by email at:
contact@novacreativeart.com
Please include your order number and all available required documentation when contacting us.