Refund Policy

1. Cancelling an order

Email hello@novamerch.net with your order number (it starts with "MRC-") as soon as possible. If your order hasn't gone into production or shipped yet, we'll cancel it and refund you in full. Printed items usually go into production within a few hours, so we can't always stop them.

2. Printed items (made to order)

Tees, hoodies, mugs, stickers, and other printed products are made just for you after you order, so we don't accept returns or exchanges for change of mind or the wrong size. Please check the size details before ordering. We will replace or refund for free if your item:

• arrives damaged or defective,
• has a printing error, or
• isn't what you ordered (wrong item, size, or color).

Email us within 30 days of delivery with your order number and a clear photo of the problem. You don't need to send the item back unless we ask.

3. Items shipped by the creator

Some items, such as signed, limited, or handmade pieces, are shipped by the creator. The same guarantee applies: if the item arrives damaged, is not as described, or is the wrong item, email us within 30 days of delivery with photos and we'll arrange a replacement or refund with the creator. Unless the description says otherwise, unused items in their original condition can also be returned within 30 days of delivery for a refund of the item price; you pay the return shipping. One-of-a-kind and personalized items can't be returned for change of mind.

4. Digital downloads

Because a download can't be returned, digital products are non-refundable once you've downloaded them. If the file doesn't work, is incomplete, or isn't what was described, email us and we'll fix it, send a working file, or refund you. If you bought a download by mistake and haven't downloaded it yet, contact us within 14 days for a refund. Each purchase includes 10 downloads; if you run out because of a technical problem, let us know.

5. Lost or late packages

• If tracking shows no movement for 10 business days, or your order hasn't arrived 30 days after shipping, contact us and we'll investigate with the carrier and send a replacement or refund.
• If a package is returned to us because the address entered at checkout was wrong or incomplete, we can reship it at your cost for the new shipping.
• If tracking shows the package was delivered but you can't find it, check with neighbors and your local post office first, then contact us and we'll help.

6. How refunds are paid

Refunds go back to your original payment method through Stripe. Once we issue a refund, it usually appears within 5–10 business days, depending on your bank. If your whole order is refunded before anything ships, the shipping charge is refunded too.

7. UK and EU customers

You may have a legal right to cancel within 14 days of receiving goods. That right doesn't apply to items made to your order (such as printed items), to sealed or personalized goods, or to digital downloads once you start the download. Nothing in this policy limits rights you have under your local consumer laws.

8. Before disputing a charge

Please email us first. We reply quickly and can usually fix the problem faster than a bank dispute. See also our Terms of Service.