We want your tapestry to arrive in perfect condition. This policy explains what Noviara ("Noviara", "we", "us") does if something goes wrong, how you can cancel an order, and how refunds work.
1. At a glance
- Damaged, defective or wrong item: tell us within 7 days of delivery and we will send a free replacement or give you a full refund.
- Change of mind: we do not accept returns or exchanges.
- Cancellation: free and fully refunded if you cancel before your order is dispatched.
- Refunds: to your original payment method, started within 2 business days of approval.
2. What is covered
You can ask for a replacement or refund if your order:
- arrives damaged, for example torn, stained or with broken eyelets;
- has a manufacturing defect, such as a clear printing fault or an unstitched hem; or
- is the wrong item, meaning a different design or size from the one you ordered.
3. What is not covered
- Change of mind, or no longer wanting the item.
- Choosing the wrong size. Please check the dimensions on the product page before ordering.
- Minor colour differences from what you saw on screen. Screens display colours differently, and room scenes on the Site are digitally created previews.
- Small size differences within normal textile tolerance.
- Damage caused after delivery, for example by washing against the care instructions, or wear and tear.
4. How to report a problem
- Contact us within 7 days of delivery at support@noviara.in or on WhatsApp at +91 62839 52900.
- Include your order number (it starts with "NV") and clear photos of the tapestry and the problem, plus the packaging and shipping label if you still have them. An unboxing video helps us resolve things faster.
- We will review your request and get back to you with the next steps.
Please keep the tapestry, the hooks and, if possible, the packaging until your request is resolved. If we need the item back, we will arrange a pickup at no cost to you.
5. Replacement or refund
Once we approve your request, we will send a replacement of the same design and size, shipped free. If a replacement isn't possible, for example because the design or size is no longer available, we will give you a full refund instead.
6. Cancelling an order
- Before dispatch: you can cancel for a full refund. Contact us at support@noviara.in or on WhatsApp at +91 62839 52900 with your order number as soon as possible.
- After dispatch: the order can no longer be cancelled. If it arrives damaged, defective or wrong, the rules above still apply.
We may also cancel an order ourselves if we can't fulfil it, for example because of a pricing error, a stock problem, or because our courier partners can't deliver to your pincode. If we do, we will tell you and refund you in full.
7. How refunds work
- Refunds go back to your original payment method (UPI, card, netbanking or wallet) through our payment partner Razorpay. We can't refund to a different account or in cash.
- We initiate the refund within 2 business days of approving it (or of cancelling your order).
- Your bank or payment provider usually takes 5–7 business days to credit it.
- Because shipping is free, there are no shipping charges to deduct from a refund.
8. Your legal rights
This policy does not affect any rights you have under the Consumer Protection Act, 2019 or other applicable Indian law.
9. Questions
For any question about returns, cancellations or refunds, contact us at support@noviara.in or on WhatsApp at +91 62839 52900, or use our contact page. See also our Shipping & Delivery Policy and Terms & Conditions.