Refund policy
Returns
We want you to love your Nova Forms piece. If something isn't right, we're here to help.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@novaforms.art or go to https://account.novaforms.art. Please note that returns will need to be sent to the following address: 66 Oakmount Rd, 708, Toronto, ON, Canada, M6P 2M8.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For non-defective items, the cost of the return shipping label will be deducted from your refund. If your item arrives damaged or we sent the wrong item, we'll cover the cost of return shipping.
You can always contact us with any return questions at contact@novaforms.art.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Our pieces are 3D-printed and made to order. Minor variations in color, texture, or visible layer lines are a natural characteristic of the additive manufacturing process and are not considered defects. If you're unsure about something you've received, send us a photo and we'll be happy to help.
Exceptions / Non-returnable items
The following items cannot be returned:
- Custom and personalized pieces — any item featuring custom engraving, a personalized name, monogram, or other made-to-order modification is non-returnable unless it arrives damaged or defective. Because these pieces are made specifically for you, we are unable to accept returns or exchanges on them for any other reason.
- Sale items and gift cards
- Perishable goods, personal care products, hazardous materials, flammable liquids, or gases
If you're unsure whether your item qualifies as a custom piece, please check your order confirmation or reach out to us before purchasing.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item. Please note that custom and personalized items are not eligible for exchange unless they arrive damaged or defective.
European Union 14-day cooling-off period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Please note that this right does not apply to custom-made or personalized items under EU consumer law.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at contact@novaforms.art.
How to Submit a Return Request
- Click the profile icon in the store's menu, or go to the refund policy or returns page, and then request a return.
- Sign in to your account by entering your email address and clicking "Continue."
- In your email account, open the email sent from our store and copy the six-digit verification code.
- Return to the online store and enter the verification code.
- Click "Request return" for the order you want to submit.
- If your order has more than one item, select the items you want to return.
- Select a return reason and add a note for the store.
- Click "Request return."
If your return request is approved and requires shipping, you'll receive an email with shipping instructions and a return shipping label. After the product is returned, your refund will be processed.