Warranty & Guarantee
Our Commitment to Quality
At NOVALORAR, we believe every ceramic piece should reflect thoughtful design, reliable quality, and the beauty expected from a carefully selected home decor collection.
Each product is carefully reviewed before shipment to ensure it meets our quality and presentation standards.
If your product arrives damaged, defective, or develops a qualifying manufacturing issue within the warranty period, our customer support team will work with you to provide an appropriate solution.
90-Day Limited Warranty
Most products purchased from NOVALORAR are covered by a 90-day limited warranty, beginning from the date your order is delivered.
This warranty applies to eligible manufacturing defects or product issues that occur during normal intended use.
Depending on the circumstances, we may provide:
- A replacement product
- A replacement component or part, when available
- Store credit
- A refund where appropriate
The specific solution will depend on the nature of the issue, product availability, inspection results, and the circumstances of the claim.
What Is Covered
Our limited warranty may cover qualifying issues including:
Manufacturing Defects
Defects in ceramic materials, construction, or workmanship that affect the normal use, structure, or intended function of the product.
Structural or Construction Issues
Unexpected problems related to the product structure, form, or construction that are not caused by accidental damage, misuse, excessive force, or improper handling.
Surface or Finish Defects
Certain issues involving manufacturing-related surface finishes, glazing, or decorative details may be covered when they affect the intended quality of the product.
Products Damaged on Arrival
Items that arrive broken, cracked, damaged, or unusable due to shipping or handling may qualify for warranty assistance.
What Is Not Covered
The warranty does not cover damage or issues caused by:
- Accidental drops, impacts, cracks, chips, or breakage
- Improper handling or storage
- Misuse or use outside the product's intended decorative purpose
- Exposure to extreme temperatures, excessive moisture, chemicals, or unsuitable environments
- Normal wear and tear
- Cosmetic changes caused by regular use
- Unauthorized repairs, modifications, or alterations
- Damage caused by improper cleaning or maintenance
- Loss or theft
- Damage occurring after the applicable warranty period
Minor variations in colour, glaze, texture, shape, surface appearance, or decorative ceramic details are generally not considered defects when they do not affect normal product use.
Damaged or Defective Items
If your NOVALORAR product arrives damaged, defective, or with missing components, please contact us as soon as possible after delivery.
To help us review your request efficiently, please provide:
- Your order number
- Your full name and email address
- A brief description of the issue
- Clear photos or a short video showing the problem
- Photos of the packaging if the product was damaged during shipping
Please keep the original product and packaging until our customer support team has reviewed your request.
How to Make a Warranty Claim
To submit a warranty claim, please contact our customer service team through the contact information provided on our website.
Please include:
- Your order number
- Product name
- Description of the issue
- Supporting photos or videos
Our team will normally review your request and respond within 24–48 hours.
Additional information may be requested if necessary to better understand the issue and determine the appropriate resolution.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product.
If the original product is unavailable, we may offer:
- A comparable replacement
- Store credit
- Another appropriate solution
Replacement availability may vary depending on current inventory and product availability.
Refunds
Warranty approval does not automatically guarantee a cash refund.
Refund eligibility is determined according to the nature of the issue, warranty conditions, and our applicable Return & Refund Policy.
When a refund is approved, it will normally be issued to the original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Returns and Warranty Are Different
Our Return Policy applies when you wish to return an eligible purchase within the applicable return period.
Our Limited Warranty applies to qualifying manufacturing defects and product-related issues covered under this policy.
Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package appears damaged when delivered, we recommend taking photographs of the package before opening it.
If the ceramic product inside is damaged, please contact our customer service team and provide photographs of:
- The outer packaging
- The shipping label
- The damaged product
- Any damaged internal packaging
This information helps us review your request more efficiently.
Product Care
To help maintain your NOVALORAR ceramic products in good condition:
- Follow all included care instructions
- Use the product only for its intended decorative purpose
- Handle ceramic surfaces, shapes, and decorative details carefully
- Avoid unnecessary exposure to excessive moisture, heat, or harsh chemicals
- Clean ceramic surfaces using suitable materials and methods
- Avoid excessive pressure, dropping, twisting, or impact
- Store products in a clean and safe place when not in use
Improper use, handling, or maintenance may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded or restricted.
Contact Us
If you have questions about a product, warranty coverage, or an existing claim, please contact our customer service team.
Customer Support Email:
service@novalorar.com
Customer Support Phone:
+86 18037715583
We aim to respond to customer enquiries within 24–48 hours.
Corporate Information
Brand:
NOVALORAR
Website:
novalorar.com
Legal Entity:
Shenzhen Bennei Technology Co., Ltd.
Registered Address: Room 9B-S23, Qiaofu Building, No. 57 Xinwen Road, Meiling Community, Lianhua Subdistrict, Futian District, Shenzhen City, Guangdong Province, China
Unified Social Credit Code:91440300MAEEL7NF8Y
Business Scope:
Ceramic home decor products, artistic vase collections, ceramic bulbous vases, ceramic cube vases, ceramic slim neck vases, decorative household products, and related e-commerce services.
Customer Support Email:
service@novalorar.com
Customer Support Phone:
+86 18037715583
NOVALORAR is committed to creating thoughtfully designed ceramic pieces that bring artistic character, refined texture, and modern elegance into everyday living spaces.