Returns
At NovPop, every portrait is created specifically for you based on the photo and details you provide. Because each item is personalized, our return policy is different from that of standard retail products. Please review the information below before placing your order.
1. General Return Policy
If you are not satisfied with your purchase, you may request a return in accordance with the conditions outlined below. Return requests must be submitted within 14 days of receiving your order.
To begin a return request, please contact our support team and include your order number and a brief explanation of the issue. Our team will guide you through the next steps.
2. Returns for Standard (Non-Custom) Products
Standard products are items that are not personalized or custom-made.
These items may be eligible for return or exchange under the following conditions:
- The return request is made within 14 days of delivery
- The product is unused and in its original condition
- The product is returned with its original packaging
Once we receive and inspect the returned item, we will notify you of the approval status. If approved, a refund will be issued to the original payment method.
Please note:
- Original shipping fees are non-refundable
- Customers are responsible for return shipping costs, unless the return is due to an error on our part
3. Returns for Custom Products
Custom portrait products are created specifically based on the photo and instructions provided by the customer. Because these items are personalized, they generally cannot be returned or resold.
For this reason, we normally do not accept returns or offer refunds for custom products once production has started.
However, we are committed to ensuring customer satisfaction and will review requests in the following situations:
- The item arrived damaged during shipping
- The wrong product was delivered
- There is a printing or production defect
If any of these issues occur, please contact us within 7 days of receiving your order and provide photos of the problem so we can assist you.
4. Order Changes or Cancellations
If you need to modify or cancel your order, please contact us as soon as possible.
For custom products, changes may only be possible if the artwork has not yet entered production.
Once the portrait creation process has begun, cancellation or major changes may no longer be possible.
5. Artwork Revisions
For many custom portrait orders, customers will receive a preview of the artwork before final production.
If you would like adjustments, revision requests can usually be made at this stage. Minor changes such as small detail adjustments or color corrections are typically accepted.
Major changes, such as replacing the original photo or switching to a different portrait style, may require additional work.
6. Damaged or Incorrect Orders
If your item arrives damaged or you receive the wrong product, please notify us within 7 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the product and packaging
- A short explanation of the issue
Once the situation has been reviewed, we will work with you to arrange an appropriate solution, such as a replacement or refund where applicable.
7. Refund Processing
If a return is approved, refunds will be processed to the original payment method. Depending on your payment provider, it may take several business days for the refund to appear in your account.
8. Non-Returnable Situations
Returns or refunds may not be accepted in certain situations, including:
- The product has been used or damaged after delivery
- The return request is made outside the allowed timeframe
- The customer provided incorrect or low-quality photos for a custom portrait
- The final artwork matches the approved preview
9. Contact Us
If you have any questions about our return policy or need assistance with an order, please contact us.
NovPop
Email: support@novpop.com
WhatsApp:https://wa.me/message/YXNBYKZZALIDH1