Returns & Refunds Policy

Returns & Refunds Policy

Last updated: May 11, 2026

1. Right of Withdrawal

You have 14 days from the date of receiving your custom portrait to exercise your right of withdrawal and return the product, subject to the exceptions listed below.

2. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to products made to your specifications or clearly personalized, including:

  • Custom portraits created from your photos
  • Products featuring your name or any other personalized element

3. Return Process

3.1 Notification
To exercise your right of withdrawal, you must notify us before the 14-day deadline via one of the following methods:
– Online form available on the Contact page
– Email to help@cartoonova.store

3.2 Shipping the Return
After your request is approved, you have 14 days to return the product to the address provided in your customer account. Return shipping costs are your responsibility, unless the product is defective or the error is ours.

4. Return Conditions

  • The product must be intact, undamaged, and returned in its original packaging.
  • Include your order number and reason for return.
  • Damaged or incomplete items may be refused.

5. Refunds

5.1 Timeline & Method
Upon receipt and verification of the returned product, we will refund the full amount paid (portrait price and original shipping costs) within 14 days. Refunds will be issued using the same payment method used at checkout, unless otherwise agreed.

5.2 Defective or Incorrect Orders
If your portrait is defective or does not match your order, we will cover:
– Return shipping costs
– Reshipping of a corrected portrait
– A full refund if applicable

6. Exchanges

We do not offer direct exchanges without a new order. You may place a new order and return the original item following the process above.

7. Customer Support

For any questions about returns or refunds, contact our support team: