Refund policy

Return & Refund Policy

Due to the unique nature of the products offered by NOVAWARE, all purchases are subject to the terms below.

NOVAWARE offers a combination of authenticated archive, vintage and pre-owned pieces, as well as original designs, remade pieces, one-of-one works, made-to-order products and custom orders.

Different product categories may have different characteristics and production processes. Customers are therefore responsible for reviewing the product description, measurements, condition, production or processing time, shipping information and applicable return terms before placing an order.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.


1. Overview

NOVAWARE offers independently selected archive, vintage and pre-owned fashion alongside original designs and products created by NOVAWARE.

Due to the individual, limited and often made-to-order nature of these products, NOVAWARE operates a strict Final Sale policy, subject to applicable consumer protection laws and the exceptions expressly stated in this policy.

Customers are encouraged to carefully review all product information before placing an order.


2. Final Sale

Unless otherwise required by applicable law or expressly stated in this policy, purchases made through NOVAWARE are considered Final Sale.

NOVAWARE does not accept returns or exchanges due to:

  • change of mind
  • incorrect size selection
  • incorrect size expectations
  • personal preference
  • the product not looking as expected after purchase
  • the customer no longer wanting the item
  • the customer deciding that the item is unsuitable for their personal style
  • failure to review measurements or product information before purchase
  • colour differences caused by screens, devices or lighting
  • failure to review the applicable production or processing time before purchase

Customers are responsible for reviewing all available product information before placing an order.


3. Original, Made-to-Order & Custom Products

Certain NOVAWARE products are independently designed, handmade, remade, produced or customised by NOVAWARE.

These may include:

  • Original Designs
  • Made-to-Order products
  • One-of-One pieces
  • Remade / Upcycled pieces
  • Custom Orders
  • Personalised products
  • Products produced specifically following a customer’s order

Due to the individual nature of these products, they cannot generally be returned or exchanged due to change of mind, incorrect size selection, personal preference, suitability, or the customer deciding that they no longer want the product.

For products made to the customer’s specifications or clearly personalised for the customer, cancellation and return rights may be excluded where permitted by applicable law. 

Each product page will specify the applicable production or processing time before purchase.

By placing an order, the customer acknowledges that production may begin specifically for that order and that the item may not be suitable for resale to another customer.


4. Made-to-Order Production

Made-to-order products are produced after an order has been placed.

The estimated production time will be stated on the relevant product page.

Production time is separate from shipping time.

For example:

Production Time: 3–5 business days
Shipping Time: additional transit time depending on destination and shipping method.

Customers should review the stated production time before placing an order.

Once production has commenced, cancellation may not be possible, particularly where the product has been made specifically to the customer’s specifications or has been materially customised.


5. Custom Orders

Custom orders are products created or modified according to specifications agreed with the customer.

Because custom products are created specifically for an individual customer, custom orders are Final Sale and are not eligible for return or exchange due to change of mind, sizing preference, personal preference or suitability, except where otherwise required by applicable law.

Before production begins, customers are responsible for confirming all agreed specifications, including where applicable:

  • measurements
  • sizing
  • colour
  • materials
  • design details
  • personalisation
  • requested modifications

Once a custom order has entered production, changes or cancellations may not be possible.


6. One-of-One & Limited Original Pieces

Certain NOVAWARE original pieces may be produced as One-of-One works or extremely limited individual pieces.

These products may involve unique materials, handmade construction, remade components or individual design variations.

Due to their unique nature, One-of-One pieces are Final Sale and cannot be returned or exchanged due to change of mind, personal preference, sizing expectations or suitability, except where required by applicable law.


7. Archive, Vintage & Pre-Owned Condition

Archive, vintage and pre-owned products naturally exhibit characteristics consistent with their age, previous use and storage history.

These may include:

  • minor scratches
  • natural creasing
  • colour fading
  • softened leather
  • oxidation
  • patina
  • storage marks
  • hardware wear
  • fabric relaxation
  • other signs consistent with age or previous ownership

Any significant condition issues known to NOVAWARE will be disclosed in the relevant product listing.

These characteristics do not constitute defects where they are accurately disclosed in the product description and are consistent with the stated condition grade.


8. Measurements & Sizing

Customers are responsible for reviewing all published measurements before placing an order.

Size labels should be used only as a reference.

Sizing standards may vary between designers, production years, collections and individual products.

For original, made-to-order or custom products, customers are responsible for providing or confirming accurate measurements where requested.

Returns or exchanges will not be accepted solely because a customer selected an unsuitable size or because the fit does not meet the customer’s personal expectations, except where required by applicable law.


9. Product Photography & Material Variation

Product colour and appearance may vary depending on:

  • monitor settings
  • mobile devices
  • photography lighting
  • natural material characteristics
  • manufacturing or handmade variations

Minor differences in colour, texture or material appearance do not constitute a product defect where the product remains consistent with its description.

For handmade, remade and original products, minor variations may occur as a natural result of the production process and should not automatically be considered defects.


10. Defective, Incorrect or Significantly Misdescribed Items

NOVAWARE will consider claims where an item:

  • is materially defective;
  • is significantly different from its product description;
  • is materially different from the agreed custom specifications; or
  • is the wrong item.

Where a customer believes an item has been received in one of these circumstances, they must contact NOVAWARE within 48 hours of delivery.

The customer must provide clear supporting evidence, including photographs and, where applicable, a complete unboxing video.

NOVAWARE may request additional photographs, videos, measurements or other information necessary to assess the claim.

Each case will be reviewed individually.

Where a genuine defect, incorrect item or significant misdescription is established, NOVAWARE will determine the appropriate remedy in accordance with applicable law.


11. Unboxing Evidence

For all orders, customers are strongly advised to record a continuous, unedited unboxing video from the unopened package through to the complete inspection of the item.

Photographs of the package, shipping label, packaging and received item should also be retained.

For claims relating to damage, missing items, incorrect items or significant discrepancies, NOVAWARE may require the customer to provide this evidence.

Failure to provide sufficient evidence may prevent NOVAWARE from being able to verify the claim.

However, this requirement does not remove or restrict any consumer rights that cannot legally be excluded.


12. Order Cancellation

Orders may be cancelled by the customer only where cancellation is legally permitted and before the order has entered a stage where cancellation is no longer reasonably possible.

For custom, personalised or made-to-order products, cancellation may not be possible once production has commenced, particularly where the product is being made to the customer’s specifications.

Once an order has been dispatched, it cannot be cancelled.

Nothing in this section affects any statutory cancellation or consumer rights that apply under applicable law.


13. Non-Returnable Circumstances

Returns or exchanges will not be accepted for reasons including, but not limited to:

  • change of mind
  • incorrect size selection
  • incorrect measurements supplied by the customer
  • personal preference
  • the item not being suitable for the customer’s personal style
  • the customer no longer wanting the item
  • the customer expecting a different fit
  • failure to review product measurements
  • failure to review product condition
  • failure to review production time
  • failure to review shipping information
  • colour variation between screens
  • natural characteristics of vintage, archive or pre-owned materials
  • characteristics of handmade or remade production
  • refusal to pay applicable import duties
  • refusal to accept delivery
  • failure to collect the parcel
  • incorrect shipping information supplied by the customer


14. Shipping, Customs & Refused Delivery

Customers remain responsible for any applicable import duties, customs charges and local taxes unless otherwise expressly stated at checkout.

Refusal to pay customs charges or refusal to accept delivery does not constitute cancellation of the order.

Where a parcel is returned due to customer refusal, any refund that may be available will be subject to deductions for return shipping, customs charges, storage fees and other costs incurred, where permitted by applicable law.

If the parcel cannot be recovered, no refund will be issued except where otherwise required by applicable law.


15. Fraud Prevention & Chargebacks

Customers agree to contact NOVAWARE before initiating any payment dispute or chargeback where they believe there is an issue with an order.

NOVAWARE reserves the right to submit relevant order and transaction records to payment providers, including but not limited to:

  • product listings
  • product photographs
  • order confirmation
  • customer confirmations
  • verification emails
  • custom order specifications
  • production records
  • tracking information
  • delivery confirmation
  • customer communications
  • authentication records
  • unboxing evidence where provided
  • applicable policies

This information may be used to respond to payment disputes or chargeback claims.


16. Customer Responsibilities

By placing an order, customers confirm that they have reviewed and understood, where applicable:

✓ Product description
✓ Measurements
✓ Condition
✓ Materials
✓ Production / Processing Time
✓ Shipping Policy
✓ Return & Refund Policy
✓ Final Sale terms
✓ Import Duties
✓ Custom / Personalisation details
✓ Verification Process

Customers are responsible for ensuring that all information supplied to NOVAWARE, including shipping information, measurements and custom specifications, is accurate.


17. Consumer Rights

Nothing in this policy limits or excludes any rights that cannot legally be excluded under applicable consumer protection legislation.

Where applicable, statutory rights relating to faulty, misdescribed or otherwise non-conforming goods remain unaffected. 


18. Contact Us

For questions regarding an order, please contact:

Email: thenovaware@gmail.com