Refund policy


Last updated: October 2, 2025


Overview

At HeavenlyNova, every piece is made to order — created individually for you once your order is placed. Because of this, our return policy is slightly different from traditional retail.

That said, we stand behind the quality of every piece.


14-Day Return Window

You have 14 days from the date of delivery to request a return.

To start a return, contact us at:

support@heavenlynova.com

Please include your order number and reason for the request.


Eligibility for Returns

To be eligible for a return, the item must be:

  • unworn and unused
  • in original condition
  • with tags (if applicable)
  • free of damage not caused by us

Items that do not meet these conditions may not be accepted.


Important: Made-to-Order Policy

Because all items are produced on demand:

We do not accept returns or refunds for:

  • wrong size selected by the customer
  • change of mind after purchase
  • minor color differences (screen vs. real product)

Please review sizing and product details carefully before ordering.


Damaged, Defective, or Incorrect Items

If your item arrives:

  • damaged
  • defective
  • or incorrect

we will make it right.

Contact us within 48 hours of delivery at:

support@heavenlynova.com

Include:

  • photos of the product
  • your order number

Depending on the situation, we will offer:

  • a replacement
  • or a full refund

At no additional cost to you.


Return Shipping

  • Return shipping costs are the responsibility of the customer
  • We strongly recommend using a tracked shipping method

We are not responsible for returns lost in transit.


Refund Process

Once your return is received and inspected:

  • If approved, your refund will be issued to your original payment method
  • Please allow 5–10 business days for processing

Exchanges

We do not offer direct exchanges.

If you want a different item or size:

  1. Return the original item (if eligible)
  2. Place a new order

Order Cancellations

Orders can only be cancelled within a short window after purchase.

Once production has started, cancellation is no longer possible.


Contact

For any return or refund-related questions:

support@heavenlynova.com