PRISM:NOVA POLICIES
Refund and Replacement Policy
Wrong, damaged, lost, or missing items
Contact staff within seven days of receiving an order if an item is wrong, damaged, or missing, or a shipment has been declared lost. Staff review the case and offer a replacement when stock is available or a refund for the affected part.
Returning items
For approved cases, the agency arranges and pays for return shipping. Returned items are inspected before stock is restored; damaged items are recorded as a write-off.
Size and variant choices
Exchanges for an incorrectly selected size or variant are unavailable. Check the size guide, variant, recipient, and address before paying.
Payment refunds
Staff process refunds manually through the payment provider. The marketplace records the amount, reason, reference, and status after the refund is confirmed. Service fees are refunded for agency errors, stock failures, lost or damaged shipments, or campaign cancellation.