Politique de remboursement

Return & Refund Policy
Last updated: September 29, 2026

At NovaPrints, 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  30 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  30 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.

United Kingdom Returns

UK section updated: September 29, 2026

Our 30-day return policy also applies to customers in the United Kingdom. For eligible non-custom products, we accept return requests within 30 days of delivery for both defective and non-defective items.

• Change-of-mind returns under our 30-day policy must be new, unused and undamaged, with original packaging and proof of purchase.
• Returns are made by mail. Email studio@3dbynova.com to request a return and obtain return instructions.
• Customers arrange the return label and pay return postage for change-of-mind returns.
• We do not charge a restocking fee.
• We do not offer direct exchanges. Return an eligible item for a refund and place a separate order for the replacement.

This 30-day offer is additional to your statutory rights. For eligible online purchases, you may notify us of cancellation within 14 days of delivery without giving a reason, then return the goods within a further 14 days. The unused-item requirement and return-approval process do not restrict this statutory right or your right to inspect goods as you would in a shop. We will refund statutory cancellations within 14 days of receiving the returned goods, including any standard outbound delivery charge paid.

Personalised or custom-made goods may be excluded from change-of-mind cancellation rights. Nothing in this policy, including its final-sale exclusions, cancellation deadlines, or no-exchanges provision, limits your statutory rights for faulty, damaged or misdescribed goods.

Legal Rights

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