Cancellation & Refund Policy

Order Cancellation

Orders may be cancelled within one hour of being placed, provided that production or customization has not yet started.

To request a cancellation, please email us at info@novaprinting.pk and include your order number in the subject line.

Once an order has been dispatched, it cannot be cancelled.

Please note that personalized, printed, branded, or customized products cannot be cancelled once the design has been approved or production has started.

Replacement Policy

Customers are advised to record a complete unboxing video, starting from the unopened courier package and continuing until the product has been fully inspected.

The unboxing video may be required to verify claims relating to damaged, defective, missing, or incorrect products. Claims submitted without sufficient photo or video evidence may not be accepted.

A product may be eligible for replacement if:

  • It is received in a damaged condition.

  • It has a manufacturing defect.

  • The delivered product is different from the approved order.

  • There is a printing or customization error caused by Nova Printing.

Any issue must be reported to our team within two hours of receiving the package.

Please contact us with:

  • Your order number

  • Photos of the product and packaging

  • A complete unboxing video

  • A clear description of the issue

Approved replacements will be produced and dispatched after our team has reviewed the claim.

The original product, packaging, labels, and accessories must be kept intact until the claim has been resolved. We may request the defective or incorrect product to be returned before issuing a replacement.

Returns are not accepted for personalized, branded, printed, or customized products unless the product is damaged, defective, or incorrect due to an error on our part.

Transit Damage

Our team takes great care when producing and packaging every order. However, certain products may occasionally be damaged during transportation.

If your order arrives damaged, please contact us within two hours of delivery and provide clear photos and an unboxing video showing the condition of the courier package and the product.

Claims submitted after this period may not be accepted.

Refund Policy

Refunds are generally not available for personalized, printed, branded, or customized products because these items are produced specifically according to the customer’s requirements.

Once the design has been approved and production has started, the order cannot be refunded.

If a product contains a manufacturing defect, printing error, customization error, or another issue caused by Nova Printing, please notify our customer service team within two hours of delivery.

After reviewing the claim, we may offer an appropriate resolution, including:

  • Reprinting or correcting the product

  • Replacing the affected product

  • Store credit

  • A partial or full refund, where a replacement or correction is not reasonably possible

Any approved refund will be processed using the original payment method or another mutually agreed method.

Refunds and Replacements Will Not Be Provided For

Refunds or replacements will not be provided in the following situations:

  • The customer changes their mind after production has started.

  • Incorrect names, spellings, sizes, colours, quantities, logos, artwork, contact details, or other information were provided by the customer.

  • The customer approved a design containing an error.

  • Minor differences in colour caused by screen settings, printing methods, materials, lighting, or photography.

  • Normal variations that may occur during printing, embroidery, engraving, or other customization processes.

  • The product has been used, altered, damaged, washed, or handled improperly after delivery.

  • The issue was reported after the specified claim period.

  • The customer refuses to provide the required photos, video, or supporting evidence.

Customers are responsible for carefully reviewing all names, spellings, sizes, colours, quantities, logos, artwork, and other customization details before approving the final design.

Product Enquiries

Customers may contact us before placing an order to request further information, product specifications, available colours, material details, or actual product photos and videos.

Contact Information

Nova Printing

Phone: 0335 5252637

Email: info@novaprinting.pk

Business Hours: 10:00 AM to 7:00 PM

Address: Basement 04, Block I&T Centre, 94 Aun M Rizvi Road, G-10/1, Islamabad, Pakistan