Politique de remboursement

Return & Refund Policy
Last updated: June 6, 2026

At NOVASTUDIO, we create framed artwork and display pieces with printed backgrounds, raised 3D details, and carefully prepared presentation. Because many of our products are handmade, made-to-order, customized, or prepared specifically for each order, please review this policy before placing your order.

Return Window

We accept return requests for eligible non-custom items within 14 days of delivery.

To request a return, email us at studio@3dbynova.com with:

  • Your order number
  • Your full name
  • The reason for the return
  • Photos of the item and packaging, if relevant

Items sent back without return approval will not be accepted.

Eligible Returns

To be eligible for a return, the item must be:

  • In the same condition it was received
  • Unused and undamaged
  • In its original packaging, including protective packaging where possible
  • Returned with proof of purchase

Returned items must be packaged securely. If an item is damaged during return shipping due to poor packaging, the refund may be reduced or refused.

Return Shipping

For approved returns due to buyer’s remorse, wrong size choice, change of mind, or preference-related reasons, the customer is responsible for return shipping costs.

We recommend using a tracked shipping service. We are not responsible for returns lost or damaged in transit.

If the item arrived damaged, defective, or incorrect, please see the “Damaged, Defective, or Wrong Item” section below.

Non-Returnable Items

The following items are final sale and cannot be returned unless they arrive damaged, defective, or incorrect:

  • Custom or personalized products
  • Special-order items
  • Made-to-order products
  • Limited-release products
  • Items clearly marked as Final Sale at the time of purchase

Sale-priced items are not automatically final sale unless they are clearly marked as Final Sale.

Damaged, Defective, or Wrong Item

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or incorrect, contact us at studio@3dbynova.com within 14 days of delivery with:

  • Your order number
  • Clear photos of the item
  • Clear photos of the packaging
  • A brief description of the issue

After review, we may offer a replacement, repair, store credit, partial refund, or refund depending on the situation.

Please do not throw away the product or packaging until we review the issue. The carrier may require packaging photos for a claim.

Order Cancellations

Orders may be cancelled within 12 hours of purchase, as long as production, printing, framing, or packing has not already started.

Once an order has entered production or fulfillment, cancellation may not be possible.

Custom, personalized, and special-request orders cannot be cancelled once work has started.

Refunds

Once we receive and inspect your approved return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method. Your bank, credit card company, PayPal, Shop Pay, or payment provider may take additional time to post the refund.

Original shipping charges, if any, are non-refundable unless the return is due to our error or a damaged/defective item.

If more than 15 business days have passed since your refund was approved, contact us at studio@3dbynova.com.

Exchanges

We do not offer direct exchanges at this time.

If you want a different size, design, or product, you may request a return for an eligible item and place a new order separately.

Lost Packages

If tracking shows that your package is lost or has not moved for an unusual amount of time, contact us at studio@3dbynova.com with your order number.

We will review the tracking information and work with the carrier when applicable. Resolutions may include a replacement, store credit, or refund depending on the carrier’s investigation and the order circumstances.

Incorrect Shipping Address

Customers are responsible for entering the correct shipping address at checkout.

We are not responsible for delays, failed delivery, lost packages, or returned packages caused by incorrect or incomplete shipping information provided by the customer.

If an order is returned to us because of an incorrect address, the customer may be responsible for reshipping costs.

Legal Rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.