Refund policy

Last updated: October 17, 2026

Personalized items are final sale

Every Nova Spheres crystal is made to order with the photo you upload. Because it is created only for you and cannot be resold, we do not accept returns or exchanges for change of mind, a different size, or because you no longer want the item.

Damaged, defective or wrong items

If your crystal arrives broken or damaged, has a defect or an engraving error on our side, or you received the wrong item, we will make it right. Contact us within 30 days of delivery at ha87480@gmail.com with your order number and a photo of the item and its packaging.

After reviewing your request we will send a free replacement or issue a full refund to your original payment method. In most cases you do not need to send the item back. If we need it returned, we will tell you how and pay for the return shipping.

Photo quality

The engraving is made from the photo you provide. Dark, blurry or low-resolution photos produce a less detailed engraving. If we think your photo will not give a good result, we will contact you before production. Results that reflect the quality of the uploaded photo are not considered defects.

Cancellations

You can cancel free of charge within 12 hours of placing your order by emailing us. After that, production may already have started and the order can no longer be cancelled.

Late or lost packages

If your order has not arrived within 35 days of purchase, or tracking shows no movement for an unusually long time, or your package is marked delivered but you did not receive it, please contact us first. We will work with the carrier and, if the package is lost or seriously delayed, send a free replacement or give you a full refund. You do not need to return anything.

Refunds

Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may need extra time to post it.

Your rights

This policy does not limit any rights you have under applicable consumer protection laws. For customers in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

Email ha87480@gmail.com. We usually reply within 24 hours.