1. Made-to-Order Products Because our products are personalized and made specifically for each customer, we cannot accept returns for:
- Change of mind
- Wrong size ordered by customer
- Color preference
2. Accepted Returns We accept returns ONLY in the following cases:
- Manufacturing defect
- Printing error
- Wrong item shipped
- Damaged product upon receipt
3. Return Process If you received a defective or incorrect product:
Step 1: Contact us within 7 days of receipt at contactusnovaai@gmail.com Subject: "Order [your order number] - Issue"
Step 2: Provide the following information:
- Your order number
- Clear photos of the issue
- Description of the problem
Step 3: Our team will review and respond within 48 hours.
Step 4: If approved, we will:
- Send you a replacement (free of charge)
- OR issue a full refund to your original payment method
4. Return Shipping For approved returns due to our error or defects:
- Return shipping costs are covered by NOVA
- We will provide a prepaid return label
5. Refund Timeline Once we receive and verify the returned item:
- Refund processed within 14 days
- Refund issued to original payment method
- You will receive a confirmation email
6. Non-Returnable Items The following cannot be returned:
- Products showing signs of wear or washing
- Products without original tags (if applicable)
- Products returned after 7 days without prior contact
7. Quality Guarantee We stand behind the quality of our products. If you're not satisfied due to a manufacturing issue, we'll make it right.
8. Contact Us Questions about returns? Contact us at contactusnovaai@gmail.com We typically respond within 24–48 hours.
9. Legal Rights This policy does not affect your statutory rights under French consumer law.
