Tailored Canvases — Return & Refund Policy
The following return and refund policy applies specifically to products sourced from Tailored Canvases and purchased through novalucee. For all inquiries, please contact us at info@novalucee.com — do not contact the supplier directly.
30-Day Return Window
You have 30 days after receiving your item to request a return or replacement. If you are not satisfied with your purchase within this period, please contact us and we will gladly arrange a replacement or exchange on your behalf.
How to Start a Return or Replacement
Email us at info@novalucee.com with your order number and details of your concern. We will liaise with the supplier and guide you through the next steps. Do not send items back without prior authorisation.
Return Policy
Because all Tailored Canvases products are personalised or made to order (printed on demand), physical returns are not accepted. If an error was made on our or the supplier’s end, we will arrange for a replacement to be sent at no cost to you.
Please note: A maximum of one (1) replacement per order is permitted. If a replacement has already been provided and the issue persists, we will assess the situation on a case-by-case basis, but additional replacements or refunds cannot be guaranteed.
Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, contact us immediately at info@novalucee.com with your order number and photos of the item. We will arrange a replacement with the supplier on your behalf.
Please note: Damage occurring during transit is the responsibility of the courier. While we will do our best to assist, refunds cannot be issued for courier-caused damage — a replacement will be offered instead.
Order Cancellation
Orders are fulfilled automatically and sent to production very quickly once placed. 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 contact us to arrange a replacement if applicable.
If you need to request a cancellation, contact us at info@novalucee.com as soon as possible after placing your order.
Refund Processing
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 after it has been approved.
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.