Refund policy

We want you to feel confident choosing supplies for your next creative project. Please review our return policy before ordering, and contact us if you need help selecting a product.

Return eligibility

Eligible merchandise must be shipped back or returned in person within 30 days of delivery or pickup. For purchases made in our shop, the 30-day period begins on the purchase date. Proof of purchase is required.

Items must be unused, unopened, and in their original, undamaged retail packaging, with all original components and seals intact. Opened products and products with customer-damaged packaging are not returnable, even if unused. This refers to the product’s retail packaging, not the outer shipping box.

We do not accept returns after 30 days or returns of used, altered, or incomplete merchandise.

Clearance and special-order merchandise may be returned under these same conditions, except for paint.

Paint purchases are final sale

We do not accept returns or exchanges on paint, including unopened containers, clearance paint, and special-order paint. Please confirm your color, size, and quantity before purchasing. Colors may appear differently on screens and under different lighting.

The final-sale and unopened-packaging restrictions do not prevent you from reporting an item that arrived damaged or defective, or an item we shipped incorrectly.

How to request a return

Before sending an item back or bringing an online order to our shop, email paula@vitanovacreatives.com with your order number and the items you wish to return. We will confirm eligibility and provide return instructions. Please do not ship a return without approval.

Approved online returns may be mailed back or brought to Vita Nova Creatives & Coffee during business hours. The same eligibility requirements and restocking fee apply to both methods.

Restocking fee and shipping costs

Approved merchandise returns are subject to a 15% restocking fee, calculated on the price paid for the returned items after discounts.

Customers are responsible for return shipping costs. Original shipping charges are nonrefundable for change-of-mind returns.

Please package your return securely and use a trackable shipping service. We recommend shipping insurance, as we cannot issue a refund for merchandise that is lost or damaged during return transit.

Refunds

Once we receive and inspect your return, we will notify you regarding approval. Approved refunds will be issued to the original payment method, less the restocking fee and any nonrefundable shipping charges.

Please allow up to 10 business days after receipt for inspection and refund processing. Your bank or card provider may require additional time to post the refund.

Order cancellations

You may cancel an order, including an order containing paint, until fulfillment begins. Fulfillment begins when we start picking or packing your order, even if it has not shipped yet.

To request cancellation, email paula@vitanovacreatives.com as soon as possible with your order number. Orders canceled before fulfillment begins will receive a full refund with no restocking fee.

Once fulfillment begins, we cannot accept cancellation requests. Eligible merchandise may be returned under this policy after delivery.

Damaged, defective, or incorrect items

Please inspect your order upon arrival. If something arrives damaged, defective, or incorrect, contact us as soon as possible—preferably within 7 days of delivery—with your order number and photos of the item, shipping box, and packaging.

Keep the item and all packaging until we provide instructions. We will arrange an appropriate replacement or refund and cover any required return shipping for a confirmed damaged, defective, or incorrectly shipped item. No restocking fee applies.

Cold-weather shipping

Paint and certain liquid finishes are temperature-sensitive and must be protected from freezing.

During freezing weather, we may temporarily hold temperature-sensitive orders to help protect your products. If a weather hold affects your order, we will contact you with options, including waiting for safer shipping conditions or canceling the unshipped affected items for a refund.

Please arrange to bring your package indoors promptly after delivery. If paint arrives frozen or appears damaged by cold, do not use it; contact us with photos so we can help assess the problem. Our final-sale paint policy does not exclude claims for damage during shipment.

Questions

Contact paula@vitanovacreatives.com before ordering or returning an item. We’re happy to help.

This policy applies to merchandise purchases. It does not establish cancellation or refund terms for classes or events.

This policy does not limit any rights provided by applicable law.