Return Policy

At NOVALORAR, we aim to provide customers with a clear, reliable, and straightforward return experience.

This Return & Refund Policy applies to eligible purchases made through novalorar.com.

Before returning any product, please contact our customer support team:

Email:
service@novalorar.com

Our team will review your request, confirm return eligibility, and provide the appropriate return instructions.

Please do not send products back before receiving return instructions from our customer support team.

Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

To begin a return request, please contact NOVALORAR customer support and provide your order details.

Our team will review the request and confirm the applicable return process.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:

  • Unused or in like-new condition
  • Free from customer-caused damage
  • Unaltered
  • Returned with all original components
  • Returned with included accessories
  • Returned with product inserts or instructions where included
  • Returned with original protective packaging where reasonably possible

Proof of purchase, such as an order number or order confirmation, may be required.

Because NOVALORAR products include ceramic decorative pieces with artistic shapes, glazed surfaces, textured finishes, and delicate structures, returned products should be packaged carefully to prevent damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of:

  • Excessive use
  • Misuse
  • Customer-caused cracks, chips, scratches, breakage, or other damage
  • Unauthorized repair
  • Modification
  • Missing components or accessories
  • Damage caused by improper cleaning, storage, handling, or use

Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect or evaluate it, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

  • Personalized or customized products
  • Gift cards
  • Products clearly marked as final sale
  • Products damaged through misuse or improper handling
  • Products modified or repaired without authorization
  • Products missing significant components because of customer handling
  • Other products expressly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your NOVALORAR order promptly after delivery.

This is particularly important for ceramic products such as:

  • Ceramic Bulbous Vases
  • Ceramic Cube Vases
  • Ceramic Slim Neck Vases
  • Decorative ceramic home products
  • Products with textured finishes or artistic details

If your order arrives:

  • Broken
  • Cracked
  • Scratched
  • Damaged
  • Defective
  • Incorrect
  • Missing components
  • Incomplete

Please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • Your order number
  • Product name
  • Clear photographs of the product
  • Photographs of the inner protective packaging
  • Photographs of the outer shipping package
  • A photograph of the shipping label where available
  • A short video demonstrating the issue where relevant

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Basic Product Checks Before Return

For certain product concerns, our customer support team may first provide reasonable product checks or care guidance.

These may include:

  • Checking product dimensions and intended usage
  • Reviewing product care instructions
  • Confirming whether damage occurred during delivery
  • Reviewing photographs of the product condition
  • Confirming packaging and transportation conditions

You are not required to continue using any product that appears damaged, broken, or otherwise unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including:

  • Change of mind
  • Incorrect product selection by the customer
  • No longer wanting the product
  • Product not matching personal decoration preferences
  • Other reasons not caused by an error on our part

Customers are generally responsible for return shipping costs where permitted by applicable law.

If NOVALORAR confirms that a product was:

  • Damaged during delivery
  • Defective
  • Incorrectly supplied
  • Incomplete
  • Otherwise eligible for seller-paid return costs under applicable law

We will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

  • Otherwise expressly stated by NOVALORAR
  • The return results from an error on our part
  • The product was defective, damaged, or incorrectly supplied
  • Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

  • Product type
  • Fulfillment location
  • Customer destination
  • Warehouse location
  • Logistics arrangements
  • Nature of the return

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your return request has been reviewed and approved.