Product Support & Warranty

At NOVODURA, we are committed to providing every customer with reliable artistic decorative objects and a clear support experience.

Each product is carefully selected and inspected before shipment. If your product experiences damage, defects, or qualifying manufacturing issues within the applicable warranty period, our customer support team will work with you to provide an appropriate solution.

90-Day Limited Warranty

Most NOVODURA products purchased through novodura.com include a 90-day limited warranty, starting from the date your order is delivered.

This warranty applies to qualifying manufacturing defects or product-related issues that occur during normal intended use.

Depending on the circumstances, we may provide:

  • Replacement products
  • Replacement components or accessories (if available)
  • Store credit
  • Refunds at our discretion

The specific solution will depend on the nature of the issue, product availability, and the details of the warranty claim.

Coverage

Our limited warranty may cover the following issues:

Manufacturing Defects

Defects in materials or craftsmanship that affect the product’s normal structure, appearance, or intended function.

Product Structure Issues

Qualifying issues involving:

  • Structural integrity
  • Product assembly
  • Decorative components
  • Material quality
  • Sculptural details
  • Product stability

Such issues must occur during normal intended use and must not result from misuse, accidents, or external damage.

Material or Craftsmanship Issues

Problems related to product materials, finishes, or craftsmanship that affect the expected quality of the artistic piece.

Products Damaged Upon Arrival

Products that arrive broken, damaged, defective, or unusable due to transportation 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, or breakage
  • Improper handling, display, or placement
  • Misuse or use beyond the product’s intended purpose
  • Exposure to excessive moisture, water, extreme temperatures, chemicals, or unsuitable environments
  • Normal wear and aging
  • Natural variations in materials, textures, finishes, or handcrafted details
  • Unauthorized repairs, modifications, or alterations
  • Damage caused by improper cleaning or maintenance
  • Lost or stolen products
  • Damage occurring after the warranty period

Minor variations in color, surface finish, texture, shape, material details, or decorative elements that do not affect the product’s intended use are generally not considered defects.

Damaged or Defective Products

If your NOVODURA product arrives damaged, defective, or missing components, please contact us as soon as possible after delivery.

To help us quickly review your request, please provide:

  • Your order number
  • Your full name and email address
  • A brief description of the issue
  • Clear photos showing the problem
  • A short video demonstrating the issue, if possible
  • 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 Submit a Warranty Claim

To submit a warranty claim, please contact our customer service team through the contact information provided on our website.

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Supporting photos or videos

Our team typically reviews requests and responds within 24–48 business hours.

Additional information may be requested if necessary to confirm the issue and determine the appropriate solution.

Replacement Products

If a replacement request is approved, we will make reasonable efforts to provide the same product.

If the original product is unavailable, we may provide:

  • A similar replacement product
  • Replacement components, if available
  • Store credit
  • Another suitable solution

Replacement availability may vary depending on current inventory.

Refunds

Warranty approval does not guarantee a cash refund.

Refund eligibility depends on the nature of the issue and our applicable Return & Refund Policy.

If a refund is approved, it will generally be issued to the original payment method.

Processing times may vary depending on your bank or payment service provider.

Return and Warranty Terms Are Different

Our Return & Refund Policy applies when you wish to return eligible products within the applicable return period.

Our Limited Warranty applies to qualifying manufacturing defects and product-related issues.

Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.

Shipping Damage

If your package arrives damaged, we recommend taking photos before opening the package.

If the product inside is damaged, please contact our customer support team and provide:

  • Outer packaging photos
  • Shipping label photos
  • Damaged product photos
  • Photos of any damaged internal packaging

This information helps us review your request more efficiently.

Product Care

To help maintain the quality and appearance of your NOVODURA artistic decorative objects:

  • Follow all product care instructions.
  • Use the product only for its intended purpose.
  • Handle artistic surfaces, sculptural structures, and decorative elements carefully.
  • Avoid unnecessary exposure to excessive moisture, high temperatures, or harsh chemicals.
  • Use appropriate cleaning methods and materials.
  • Avoid excessive pressure, impact, scratching, or improper handling.
  • Store products properly when not displayed.
  • Maintain a suitable display environment.

Improper use, handling, cleaning, or maintenance may affect warranty eligibility.

Consumer Rights

This Limited Warranty Policy supplements any rights you may have under applicable consumer protection laws.

Nothing in this policy is intended to exclude or limit any rights that cannot legally be excluded or limited.

Contact Us

If you have any questions regarding products, warranty coverage, or existing claims, please contact our customer service team.

Brand: NOVODURA

Website: novodura.com

Legal Entity:
Haikou JieBing E-Commerce Co., Ltd.

Registered Address:
Room B-3103, Building 4, Zhongjiao Xinqiong Yayuan, Qiongshan Avenue, Lingshan Town, Meilan District, Haikou, Hainan, China

Unified Social Credit Code:
91460000MAE955FH6C

Customer Support Email:
service@novodura.com

Our goal is to respond to customer inquiries within 24–48 business hours.

NOVODURA — Sculptural Art Inspired by Nature, Time, and Future Forms.