Terms & Conditions
We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
We cannot accept returns, cancelations or exchanges under the following conditions:
1. Customizable items in production;
2. Customizable items with no quality issue;
3. Washed, worn, used, tag-removed, or misused items; or
4. Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc.
For items with a quality issue, please ensure the returned items are unused and in the original packing. Please make a return request for the authorization by our Customer Care team before shipping to our returned address.
If you or your customers notice an issue on the items or anything else on the order, please describe the quality issue when submitting a return request. You may be required to upload some photos of the items as the case may be.
We will not be able to process any returned items without a return request authorized by our Customer Care team.
Before Making a Return Request
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Care will not be able to judge the situation of the package and therefore cannot handle your return request.
If the package is returned to our warehouse because of a customer's personal reason (check details below), we'll contact you about re-paying the reshipment postage and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
1. Wrong address/no consignee
2. Invalid contact information/ no answer to the delivery calls & emails
3. Customer refuses to accept package/pay tax fee/ complete customs clearance
4. Didn't collect package by the deadline
The return address is set by default to our facility. If our facility isn't used as the return address, you would be liable for any returned shipments you receive.
If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
You hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be treated under Vista Nova’s wish.
The refund will be issued to your original account by which you’ve made the payment to Vista Nova.
Trackable Packages Inquiry Period
Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact Customer Care within 30 days from the shipped day.