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We offer a 14-day return policy from the date of delivery. Items must be in original, unused, and resalable condition. Customized, final sale, or specially marked items are excluded (see specific sections below).
Refunds will be processed within 14 business days after we receive and inspect the returned item. For payments made via PayPal, please allow up to 30 days for the refund to reflect in your account, as required by regional regulations and PayPal’s processing timelines.
Customers are responsible for both original and return shipping costs, unless the return is due to our error or a defective item. Shipping fees are non-refundable.
To initiate a return:
Return Address:
novavases.com
739 Trade Road, New Town Plaza, Sai Kung District, Hong Kong
Phone: 00852-6573862
Email: contact@novavases.com
Each vase is assigned a shipping tier based on size, weight, and fragility:
| Tier | Packaging Standard | Insurance Included | Surcharge |
|---|---|---|---|
| Standard | Double-wall cardboard, bubble wrap, corner protectors | Up to $100 | Included |
| Reinforced | Extra cushioning, foam molding, rigid inner structure | Up to $300 | +$15 |
| Crated | Custom wooden crate, shock-absorbent suspension | Up to $1000 | +$75+ |
You must inspect your package before signing or with the courier present. Document any damage with photos/video immediately. Once signed without recorded damage, claims become extremely difficult.
Each one-of-a-kind or hand-blown vase is irreplicable. All sales are final for these items. We only accept exchanges for severe shipping damage, provided you have evidence of refusal at delivery or documented damage before signing.
Handcrafted ceramics, stoneware, and glass may exhibit pores, glaze movement, slight asymmetry, or other natural variations from the firing process. These are not defects but proof of artisan creation.
Each antique/vintage piece includes a condition report detailing restoration marks, historic chips, glaze cracking, etc. Purchase signifies acceptance of its “as-is” historical state. All sales are final.
Outdoor vases or those exposed to freezing temperatures may crack if water freezes inside. This is improper use, not covered under warranty or returns.
If your vase is part of a set or includes separate components (e.g., custom base, liner), all pieces must be returned together in original condition. Partial returns receive partial refunds only.
Once design proofs are approved and deposit paid, production is irreversible. Cancellations or returns are not accepted.
Certain materials (e.g., unglazed clay, some metals) may react with specific plants or fertilizers. Staining or corrosion from unadvised use is not a material defect.
Product photos are taken under specific lighting. Appearance in natural light may differ. Refer to multiple scene images; color variation is not grounds for return.
Oversize/heavy vases include optional professional delivery, unboxing, and placement (fee applies). Once delivered and installed, no returns are accepted except for damage documented at delivery.
International orders face increased transit risk and potential high customs duties. International returns/exchanges are logistically difficult. We strongly recommend purchasing maximum insurance.
Items marked “Open-Box” have been gently used for display/photography. Detailed photos show any minor signs of handling. These are sold at a discount, final sale.
Scratches or wear from florist tools (e.g., flower foam, wire cutters) are considered normal professional use, not covered under warranty.
Pre-order items have extended production times and are non-cancellable unless production fails.
If gift packaging is selected, returns require all original gift materials (special box, ribbon, etc.) intact, or packaging fees will be deducted.
Bulk orders require separate agreements including sample approval, batch acceptance criteria, dedicated logistics, and replacement only for consistent quality issues across the entire batch.
Restored vases come with a limited warranty on the restoration work, but the original sales return window is permanently closed.
We use eco-friendly fillers (e.g., mushroom mycelium, recycled paper). Please reuse original packaging for returns when possible.
Classic designs may undergo subtle improvements in craft or glaze. Slight variations between batches are normal and not grounds for return.
Biomorphic designs (e.g.,模仿岩石、树木) are intentionally unique. Variation is part of their natural charm; returns for “not looking exactly like the picture” are not accepted.
Warranty is split:
Co-created designs are final sale except for manufacturing defects.
We will help you file claims with carriers, but compensation is determined solely by the carrier, not guaranteed by us.
Returns require both physical return of the vase and blockchain transfer of the NFT certificate. This process is complex and irreversible.
Holiday-themed vases (e.g., Christmas, Lunar New Year) are seasonal. Off-season returns may be accepted only for exchange or at a significantly reduced refund.
We reserve the right to modify these policies as logistics, production, and business practices evolve. The latest version on our website always applies.