Refund policy

Refund & Return Policy

Thank you for supporting Nova's Glow. Every lamp in our shop is handmade-to-order in small batches, so please read this policy carefully before purchasing.

Made-to-Order Production

All Nova's Glow lamps are custom made-to-order. We do not hold inventory. The moment you place an order, your lamp enters our production queue and materials are allocated specifically to your build. Our process — sourcing raw resin, pouring layers, curing, sanding, and finishing — is done by hand, one piece at a time.

Because of this, made-to-order items are considered custom products and are non-refundable and non-returnable once production has begun, except in the cases outlined below (damage, defect, or wrong item received).

Order Cancellation Window

You may cancel your order for a full refund within 12 hours of placing it, provided production has not yet started. To request a cancellation, email us at nitrosip714@gmail.com with your order number in the subject line.

After the 12-hour window, or once production has started (whichever comes first), orders cannot be cancelled or refunded, as materials have already been committed to your build.

Production & Shipping Timeline

Because each lamp is handmade, please allow 4–8 weeks from order date to delivery. This includes production time plus shipping. You will receive tracking information via email as soon as your lamp ships.

Delays occasionally happen due to material sourcing, high demand around release windows, or shipping carrier issues. We will always keep you informed, and we appreciate your patience — you're supporting a small independent shop, not a warehouse.

Damages, Defects, or Wrong Item

We take quality seriously, and every lamp is inspected before it ships. However, if your lamp arrives damaged, defective, or is not what you ordered, we will make it right.

You must notify us within 72 hours of delivery by emailing nitrosip714@gmail.com with:

  • Your order number
  • Clear photos of the item showing the issue
  • Photos of the packaging (if the damage appears to be shipping-related)

If the claim is approved, we will repair, replace, or refund the item at our discretion. Claims submitted after 72 hours may not be eligible.

Non-Returnable Items

The following items cannot be returned or refunded under any circumstances:

  • Made-to-order lamps (all Nova's Glow products)
  • Sale, promotional, or discounted items
  • Gift cards
  • Items damaged due to customer misuse, drops, or improper handling

Refund Processing

In the rare cases where a refund is approved (cancellation within the 12-hour window, or an approved damage/defect claim), refunds will be issued to the original payment method within 5–10 business days of approval.

Please note that your bank or card issuer may take an additional 3–7 business days to post the refund to your account. If more than 15 business days have passed since your refund was approved and you have not received it, please contact nitrosip714@gmail.com.

Chargebacks

We take chargeback fraud seriously. Filing a chargeback on a made-to-order item that has been delivered, is in production, or is in transit — without first contacting us to resolve the issue — is considered chargeback fraud. We will dispute all such chargebacks with full documentation including order records, production photos, shipping confirmation, and this policy.

If you have an issue with your order, always contact us first. We are real people who care about getting this right, and we will always work with you toward a fair resolution.

Exchanges

Because every lamp is made-to-order, we do not offer direct exchanges. If you received the wrong item or a defective item, please follow the Damages process above.

Contact Us

For all order, refund, or damage inquiries:

Email: nitrosip714@gmail.com