Insigneart USA — Return & Refund Policy

The following return and refund policy applies specifically to products sourced from Insigneart USA and purchased through novalucee. For returns, please contact us at info@novalucee.com — do not contact the supplier directly.

Return Window

You have 30 days after receiving your item to request a return. To be eligible, your item must be unused, in its original condition with tags attached, and in its original packaging. A receipt or proof of purchase is required.

How to Start a Return

To initiate a return, email us at info@novalucee.com with your order number and reason for return. Do not send items back without prior authorisation — unauthorised returns will not be accepted. We will contact the supplier on your behalf and provide further instructions if approved.

Return shipping costs are the responsibility of the customer for all non-defective, non-error returns.

Restocking Fee

A 10% restocking fee is deducted from the refund total for all discretionary (non-defective) returns.

Order Cancellation

Orders are fulfilled automatically and processed very quickly once placed. Due to the speed of our fulfillment process, cancellations are only possible within 12 hours of purchase and only if the order has not yet been dispatched. Once an order has entered fulfillment or shipped, it cannot be cancelled under any circumstances, regardless of how recently it was placed. In that case, please wait to receive the item and follow the return process.

Damages & Incorrect Items

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us immediately at info@novalucee.com with photos and a detailed description.

  • If the item has quality issues (e.g. scratches on the print, cracked glass) or you received the wrong item, you are eligible for a full refund as store credit, provided the item is unused and in the condition received.
  • If damage to the outer packaging is visible upon delivery, refuse the parcel and contact us immediately. Damage claims submitted after accepting a visibly damaged parcel cannot be processed.
  • We may reimburse shipping costs if the return is due to our error or a supplier defect.

Partial Refunds

Partial refunds may apply in the following circumstances:

  • Item is not returned in its original packaging
  • Not all parts of the product are returned

Non-Returnable Items

  • Custom or personalised products (special orders)
  • Gift cards

Exchanges

To exchange an item, return your original purchase following the process above. The fastest way to get your item is to place a new order while the original order's return is processed.

Refund Processing

Once your return is received and inspected by the supplier, we will notify you of the outcome. Approved refunds are issued to your original payment method or as store credit. Please allow additional time for your bank or card issuer to process the refund.

Contact Us

Email: info@novalucee.com
Customer Service Hours: Monday–Friday, 9:30 AM – 5:00 PM MST
We aim to respond to all inquiries within 1–2 business days.