Return & Refund Policy
1. 30-Day Return Period
At NOVODURA, our goal is to provide customers with a clear and reliable return experience.
This Return & Refund Policy applies to eligible purchases made through novodura.com.
Customers may request a return within 30 days after the confirmed delivery date of an eligible order.
Before returning any product, please contact our customer support team:
Email: service@novodura.com
Our team will review your request, confirm eligibility, and provide applicable return instructions and return address information.
Please do not send products back without contacting us first.
Returns sent without prior authorization or sent to an unauthorized address may be delayed or cannot be processed.
2. Return Eligibility
Unless the product was received damaged, defective, incorrect, incomplete, or other remedies apply under applicable law, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unmodified
- Returned with all original components
- Returned with all included accessories
- Returned with any product accessories originally included
- Returned with product instructions or care information, if available
- Returned in the original packaging whenever possible
Proof of purchase may be required, such as an order number or order confirmation.
Because many NOVODURA products feature artistic structures, unique materials, delicate surfaces, sculptural forms, or collectible design details, returned products should be carefully packaged 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, opened or used products returned due to personal preference may be subject to inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Scratches, cracks, breakage, or other damage caused by the customer
- Unauthorized repairs
- Modifications
- Missing accessories or components
- Damage caused by improper cleaning, storage, handling, or use
For artistic decorative products, return eligibility may depend on whether the product has been displayed, altered, damaged, or used beyond reasonable inspection purposes, subject to applicable laws and product-specific return conditions.
If a product has suffered a significant loss of value due to handling beyond what is reasonably necessary for inspection or evaluation, appropriate deductions may be applied where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not qualify for preference-based returns, including:
- Customized or personalized products
- Gift cards
- Products clearly marked as final sale
- Products damaged due to misuse or improper handling
- Products that have been unauthorized modified or repaired
- Products missing essential components due to customer handling
- Other products specifically identified as non-returnable before purchase
Any product-specific exceptions will be stated on the relevant product page or communicated before return approval.
This section does not limit statutory consumer rights that cannot be excluded under applicable law.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your NOVODURA order immediately after delivery.
This is especially important for products featuring:
- Sculptural structures
- Decorative surfaces
- Unique materials
- Artistic finishes
- Fragile design elements
- Other delicate product components
If your order arrives:
- Broken
- Damaged
- Defective
- Incorrect
- Missing accessories
- Missing components
- Incomplete
Please contact us as soon as possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photos of the product
- Photos of the internal protective packaging
- Photos of the outer packaging
- Shipping label photo, if available
- A short video demonstrating the issue, if applicable
After reviewing the information provided, we will provide appropriate next steps based on the circumstances, applicable policies, and consumer protection laws.
6. Basic Product Inspection Before Return
For certain product-related concerns, our customer support team may first provide reasonable product inspection guidance.
This may include:
- Checking product condition
- Confirming structural stability
- Reviewing surface details
- Confirming product components
- Reviewing product instructions or care information
- Checking display conditions
We may request photos or additional information to better understand the nature of the issue.
If the product is damaged, unsafe, or unsuitable for continued use or display, you should stop using the product.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Customer selected the wrong product
- No longer needing the product
- Product does not match personal preference
- Other reasons not caused by NOVODURA
Customers are generally responsible for return shipping costs where permitted by applicable law.
If NOVODURA confirms that a product is:
- Damaged during shipping
- Defective
- Incorrectly supplied
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable law
We will provide appropriate return or resolution instructions.
Please do not purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Fees
Generally, original shipping fees are not refundable for preference-based returns unless:
- NOVODURA clearly states otherwise
- The return results from an error on our part
- The product is defective, damaged, or incorrectly shipped
- Refund of shipping costs is required by applicable law
9. Return Address
Return addresses may vary depending on:
- Product type
- Shipping location
- Customer destination
- Warehouse location
- Logistics arrangements
- Nature of the return
Therefore, please do not return products to our registered company address unless specifically instructed by our customer support team.
After your return request has been reviewed and approved, we will provide the correct return address.
10. Return Packaging
NOVODURA products may include artistic surfaces, sculptural structures, unique materials, decorative elements, or other delicate design features.
Customers should carefully package returned products to reduce the risk of damage during return transportation.
Whenever possible, please include:
- Main product
- Included accessories
- Product instructions or care information
- Original protective materials
- Original packaging
- Other items originally included in the order
Artistic products should be properly protected inside the package to prevent movement, impact, scratches, or damage.
Customers are responsible for ensuring that preference-based returns are properly packaged for transportation.
11. Missing Accessories or Components
Where permitted by applicable law, if a returned product is missing components originally included with the order, the refund amount may be reduced.
Examples include:
- Decorative components
- Removable parts
- Product accessories
- Product manuals
- Protective packaging
- Other included items
Any deductions will be evaluated based on the specific circumstances and applicable laws.
12. Return Inspection
After receiving returned products, we may inspect them to confirm:
- Product identification
- Return eligibility
- Product condition
- Reason for return
- Included accessories
- Included components
- Condition of artistic details, materials, and product features
Approval of a return request does not necessarily mean the refund has been approved. Refund approval occurs after the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, refunds are generally issued to the original payment method.
After NOVODURA issues a refund, your bank, card issuer, or payment service provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, appropriate deductions may be applied for significant loss of value caused by:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused scratches, cracks, breakage, or damage
- Unauthorized modifications
- Unauthorized repairs
- Improper cleaning
- Improper handling
- Damage occurring after delivery
Any deductions will be assessed based on the specific circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because NOVODURA products may be available in different:
- Designs
- Sizes
- Finishes
- Styles
- Product variations
A suitable replacement may not always be available.
If a direct exchange is unavailable, the most effective option may be:
- Request a return of the eligible original product.
- Complete the approved return process.
- Place a new order for the desired product.
Please contact customer service before arranging an exchange.
16. Order Cancellation
If you would like to cancel an order, please contact us as soon as possible after placing your order.
Email: service@novodura.com
We will make reasonable efforts to assist before shipment begins.
However, once an order has entered:
- Processing
- Picking or packaging
- Protective packaging preparation
- Fulfillment
- Shipping preparation
- Dispatch
We cannot guarantee cancellation.
If your order has already shipped, you may need to follow the applicable return process after receiving the product.
17. Refunds for Cancelled Orders
If payment has been processed and we successfully cancel your order, we will issue the applicable refund to the original payment method or another method permitted by the payment provider.
Your financial institution may require additional processing time.
18. Refused or Unclaimed Packages
Refusing delivery or failing to claim a package does not automatically qualify for a full refund.
If a package is refused, unclaimed, or returned to sender, please contact us so we can review:
- Shipping status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs caused by refusal or failure to accept a valid delivery may be deducted from preference-based refunds.
19. International Returns
International returns may involve additional costs, including:
- Return shipping fees
- Customs procedures
- Carrier requirements
- Documentation
- Transportation time
Please contact us before sending any international return.
Except where liability cannot be excluded under applicable law, NOVODURA is not responsible for unnecessary customs charges or shipping fees caused by failure to follow return instructions.
20. Consumer Rights
This Return & Refund Policy supplements, rather than replaces, consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may also have statutory rights regarding:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacements
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to waive or limit rights that cannot legally be excluded.
If mandatory consumer protection laws provide greater rights than those described in this policy, those legal rights will continue to apply.
21. Contact Us
If you have any questions regarding returns, refunds, exchanges, damaged products, product defects, or order cancellations, please contact us:
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
For any order-related inquiries, please provide your order number and the email address used during checkout.
For damaged products, defective components, or product issues, please provide clear photos and videos where appropriate.
Please do not send complete credit card information, CVV/security codes, or account passwords through email.
novodura.com is owned and operated by Haikou JieBing E-Commerce Co., Ltd.
The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.
NOVODURA — Sculptural Art Inspired by Nature, Time, and Future Forms.