Made‑to‑Order & Cancellation Policy

All NOVSEP pieces are strictly made to order. Each piece is crafted specifically for you based on your selected specifications, including dimensions, materials, and finishes.

Due to the custom nature of our production, we do not accept returns, exchanges, or refunds once production has begun.

Cancellations

You may cancel your order within 24 hours of placement to receive a full refund. After 24 hours, your piece enters production and the order becomes final.

Payment & Production

Production begins only after payment has been received in full and the 24‑hour cancellation window has passed.

Damages & Transit Issues

If your piece arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery at info@bynovsep.com with your order number and photos.

We assess each case individually. If damage or a manufacturing defect is confirmed, we will, at our sole discretion, offer one of the following resolutions:

• Repair the piece

• Replace the piece

• Issue a partial refund

We will handle all communication with the shipping carrier on your behalf. You do not need to contact the carrier directly — we'll take care of it.

Exclusions

Please note that our policy does not cover:

• Normal wear and tear

• Misuse or improper handling

• Damage caused after the piece has been successfully delivered

• Damage caused by third-party assembly or installation not performed by NOVSEP

Liability

NOVSEP's total liability for any claim arising from your order shall not exceed the total purchase price paid.

Questions?

If you have any questions before placing your order, we're happy to help. Reach us at info@bynovsep.com.

We want you to love your NOVSEP piece. If something isn't right, let us know — we'll do our best to make it right.