Refund policy

NovaStudio

Return & Refund Policy

Custom-Printed Aquarium Backgrounds

At NovaStudio, every aquarium background is custom-printed to order, just for you. Because of this, please review our policy carefully before purchasing.

1. Made-to-Order Notice

All of our backgrounds — including standard sizes and custom sizes — are printed individually after you place your order. They are not stocked items. For this reason, we are unable to accept returns or exchanges for buyer’s remorse, change of mind, or incorrectly ordered sizes.

Please measure your tank carefully and double-check your size before ordering.

2. Custom-Size Orders (Final Sale)

Orders made to a custom size or custom design outside our standard options are final sale and cannot be returned, exchanged, or refunded for any reason other than a defect or our error.

3. Eligible for Refund or Free Replacement

We stand behind our quality. You’re fully covered if:

• The item arrived damaged.

• The print is defective (printing error, wrong colors as printed by us, etc.).

• You received the wrong size or design compared to your order.

How to claim: Email us within 7 days of delivery with your order number and clear photos or a video of the issue.

Because we ship internationally, in most cases you will not need to ship the item back — once we verify the issue, we’ll send a free replacement or issue a full refund.

4. Returns for Personal Reasons

If you wish to return a non-defective standard-size item for personal reasons, and we approve it as an exception:

• You are responsible for return shipping back to Vietnam, including any customs or carrier fees.

• A restocking fee of 20% of the item price will be deducted from your refund.

• Original shipping charges are non-refundable.

• Custom-size orders are not eligible under any circumstances.

Please note: international return shipping is often costly. For most cases, we recommend contacting us first — we’ll always try to find the best solution for you.

5. International Shipping, Customs & Duties

• Orders ship from Vietnam. Estimated delivery: 8–12 days after production.

• Any import duties, taxes, or customs fees charged by your country are the customer’s responsibility and are non-refundable.

• Delays caused by customs or the carrier are outside our control, but we’ll support you in tracking your order.

6. Refunds

• Once your refund is approved, it will be issued to your original payment method.

• Please allow 5–10 business days for the refund to process, plus additional time for your bank or card issuer to post it.

7. Order Cancellations

Because production begins shortly after purchase, cancellation requests are only accepted within 12 hours of placing your order, before printing has started.