Refund policy

Last updated: November 2025

Thank you for shopping with Novac Dawn | Miniatures.
This Return & Refund Policy applies to all digital and physical products purchased through our online store.

1. Eligibility for Returns (EU Right of Withdrawal)

For physical products delivered within the European Union, customers have the legal right to request a return within 14 days of receiving their order.

To exercise this right, please contact us at novacdawn.office@gmail.com within 14 days of delivery.

Important:

  • Return shipping costs are the responsibility of the customer.

  • The product must be returned in its original condition and carefully packaged.

  • If an item arrives to us damaged due to improper packaging, we will document the condition with photos and may refuse the refund.

2. No Returns Required for Damaged or Wrong Items

If your order arrives damaged, broken, incomplete, or if you receive the wrong item:

You do NOT need to return the product.

Simply contact us within 7 days of delivery with photos of:

  • The damaged item

  • The packaging

  • The shipping label

We will send a free replacement of the damaged part or the full product.

3. Digital Products (STL Files) — Final Sale

All digital products (STL files) are final sale and non-refundable.

Because digital files are delivered instantly and cannot be “returned,” we cannot offer refunds for:

  • Wrong purchases

  • Download issues (we will help fix these)

  • Change of mind

If you experience a technical issue, contact us and we will ensure you receive your files.

4. Wrong or Incomplete Orders

If we make an error with your order (missing parts, incorrect item, misprint):

You will receive:

  • A free replacement, and

  • No return is required

Please notify us within 7 days of delivery.

5. Refund Processing Time

Once a return is approved (and the returned item is inspected if applicable):

  • Refunds are typically processed within 5 – 15 business days

  • Refunds are issued to the original payment method

  • We will send a confirmation email once your refund is processed

Please note: Banks may require additional time to post the refund.

6. Exceptions

We cannot accept returns or offer refunds for:

  • Digital products (STL files)

  • Items returned without prior approval

  • Items damaged due to improper repackaging

  • Items that are not in their original condition

7. How to Start a Return or Report an Issue

Email us at novacdawn.office@gmail.com with:

  1. Your order number

  2. Your full name

  3. A description of the issue

  4. Photos (if the item is damaged)

We will guide you through the next steps.