Refund Policy

RETURN & REFUND POLICY

Last Updated: August 29, 2026

This Return & Refund Policy applies to purchases made from QOVA. By placing an order, you acknowledge that you have reviewed and accepted this policy.

1. PRODUCT CLASSIFICATIONS

“Original” means an artwork identified on the product page as hand-painted, individually created, or original. Each Original may contain individual brushwork, surface texture, edge details, and other natural artistic variations.

“Print” means a reproduction of an artwork printed on the material described on the applicable product page. Prints do not necessarily reproduce the raised brushstrokes, texture, or exact appearance of an Original unless expressly stated.

A Print produced after you select its size, material, finish, or other specifications is considered a made-to-order item.

2. FINAL-SALE ITEMS

Except where an item arrives damaged, defective, materially different from its product description, or incorrect, the following items are final sale and cannot be returned or exchanged:

• Original and individually hand-painted artworks;
• Made-to-order Prints;
• Custom-size or personalized products;
• Items marked “Final Sale,” clearance items, and discounted final-sale products;
• Gift cards, if offered.

Original artworks are final sale because they are individually created, limited, or made specifically for an order. Made-to-order Prints are final sale because production begins based on the size and specifications selected by the customer.

3. RETURNS OF READY-TO-SHIP PRINTS

A Print may be returned for a change of mind only if its product page expressly identifies it as a “Ready-to-Ship” or stocked Print.

To qualify:

• You must contact us within 14 calendar days after confirmed delivery;
• The return must be approved by QOVA before it is shipped;
• The Print must be unused, unmounted, unframed by the customer, uncut, unmarked, and in its original condition;
• All original protective packaging must be included;
• The approved return must be shipped within 7 calendar days after receiving return instructions;
• Valid tracking information must be provided.

An approved change-of-mind return is subject to a 15% restocking and inspection fee. Original outbound shipping, expedited shipping, return shipping, customs charges, and similar fees are non-refundable.

4. CHARACTERISTICS THAT ARE NOT DEFECTS

The following are not considered defects or valid reasons for a damage claim:

• Natural differences in brushstrokes, paint thickness, surface texture, edge finishing, or color placement on an Original;
• Minor differences between an Original and the product photographs;
• Reasonable color differences caused by lighting, photography, screen settings, printing processes, or material batches;
• Minor measurement differences resulting from manual measuring, cutting, stretching, or mounting;
• Rounded conversions between centimeters and inches;
• Minor cropping, scaling, border, or composition adjustments required to fit different aspect ratios;
• The absence of raised paint texture on a Print unless textured printing or hand embellishment is expressly stated;
• Normal characteristics of canvas, paper, wood, or other art materials;
• Damage caused by improper handling, moisture, sunlight, heat, framing, mounting, cleaning, storage, or installation after delivery.

Product photographs may show the artwork enlarged for detail. Frames, mats, easels, brushes, display stands, hanging hardware, and other styling accessories are not included unless the product page expressly states otherwise.

5. ORDER CANCELLATIONS AND CHANGES

You may request cancellation or an address change within 2 hours after placing the order.

Submitting a request does not guarantee cancellation. Once production, painting, printing, customization, packing, or shipment has begun, the order cannot be canceled or changed.

If we approve a cancellation before processing begins, the refund will be issued to the original payment method.

6. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect the package immediately after delivery. To preserve our ability to submit a carrier claim, contact us within 48 hours of delivery if the item is damaged, defective, or incorrect.

Your claim must include:

• Order number;
• A clear description of the issue;
• Photographs of the entire artwork;
• Close-up photographs of the damage or defect;
• Photographs of the outer package, internal packaging, and shipping label;
• An unboxing video, if available.

Keep the item and all packaging until the claim is resolved. Do not discard, alter, repair, frame, mount, or return the item without our instructions.

After reviewing the evidence, QOVA may, as appropriate and subject to applicable law, provide a repair solution, replacement, reprint, partial refund, or full refund. Because an Original may be unique, an exact replacement may not be possible.

The 48-hour reporting request helps us pursue carrier claims and does not limit any rights that cannot legally be waived.

7. RETURN AUTHORIZATION

Do not return an item without written authorization.

To request a return, email qovaofficial@gmail.com or contact us through WhatsApp at +86 189 7066 1993.

Include your order number, reason for return, and supporting photographs. If approved, we will provide the correct return address and instructions.

The public contact address shown on our website is not automatically the return warehouse. Items sent there without authorization may be refused and may not qualify for a refund.

8. RETURN SHIPPING AND RESPONSIBILITY

For an approved non-defective return:

• The customer is responsible for return shipping, insurance, customs fees, and other return costs;
• A trackable shipping service must be used;
• The customer bears responsibility for the item until it is received and inspected by us;
• Collect-on-delivery and unauthorized returns will not be accepted.

If QOVA confirms that we sent an incorrect item or that an item arrived damaged or defective, we will provide an appropriate return or resolution process.

9. REFUNDS

Approved refunds are normally processed within 7 business days after the returned item is received and inspected. Your bank or payment provider may require an additional 5–10 business days to display the refund.

Refunds are issued to the original payment method unless otherwise required by law.

We may reduce or reject a refund if the returned item is used, mounted, marked, damaged, incomplete, improperly packaged, or reduced in value due to handling beyond what is reasonably necessary to inspect it.

10. EXCHANGES

We do not offer direct exchanges. If a Ready-to-Ship Print qualifies for return, you may return it under this policy and place a new order separately.

11. MANDATORY CONSUMER RIGHTS

Nothing in this policy excludes or limits consumer rights that cannot be excluded or limited under applicable law.

CONTACT

Email: qovaofficial@gmail.com
WhatsApp: +86 189 7066 1993
Address: Xinmengxiang Apartment, No. 4 Tongjing West Street, Baiyun District, Guangzhou, Guangdong 510407, China