Refund policy
RETURNS AND REFUNDS
Last Updated: May 23, 2026
ELIGIBLE RETURNS
JOVI Creative accepts returns and offers refunds only under the following circumstances:
- Products damaged during delivery
- Products that do not match the ordered specifications or purpose as listed in our shop
All other purchases are considered final sale. We do not accept returns based on customer preference, change of mind, or dissatisfaction with size or aesthetic choices.
DAMAGE AND INCORRECT ITEM NOTIFICATION
If you receive a damaged or incorrect item, you must open and inspect the package on camera or take photographs immediately upon opening — before removing the item from its packaging. Photographic evidence must clearly show:
- The outer packaging condition
- The item inside the packaging before removal
- The damage or discrepancy to the item
Please email info@jovicreative.design within 24 hours of delivery with the photographic evidence and your order number. Claims submitted without photos showing the item still inside the packaging may not be accepted. Failure to report within this timeframe may result in your return request being declined.
RETURN AUTHORIZATION PROCESS
All returns require prior written confirmation from JOVI Creative. Please email info@jovicreative.design with your order number, description of the issue, and photographic evidence. Do not ship any items back without receiving our return authorization and instructions first.
RETURN TIMELINE
Once we have reviewed your claim and provided written return authorization, you must return the item within 15 business days from the date of our confirmation email.
PACKAGING REQUIREMENTS
Due to the handcrafted and fragile nature of our mosaic pieces, items must be returned in their original packaging with all original materials. Please ensure items are securely packaged for return shipping. You carry the risk of the package until it is received by JOVI Creative. Items damaged during return shipping due to inadequate packaging will not be eligible for refund.
RETURN ADDRESS
If authorized to return a piece, please send or deliver the item to:
JOVI CREATIVE DESIGN SERVICES LLC / CEO BUILDING, Office No. 312 Dubai Investment Park-1 Dubai, U.A.E.
FOR GULF COUNTRIES RETURNS
For returns from Saudi Arabia, Qatar, Kuwait, Bahrain, and Oman, please contact us at info@jovicreative.design for specific return instructions and shipping guidance.
SHIPPING TRACKING
Please inform us of your shipping tracking number by email to info@jovicreative.design as soon as your return is shipped.
REFUND PROCESSING
After the product is returned and inspected to confirm it meets our return criteria, your refund will be processed within 7–10 business days. Your refund will be credited to the same card used to make the original purchase.
NON-RETURNABLE ITEMS
Private commissions and custom-made pieces cannot be returned or refunded under any circumstances.
Refused Customs / Unpaid Duties If an international shipment is returned to JOVI Creative because the recipient refused to pay applicable import duties, customs fees, or local taxes, the order will not be eligible for a refund. All international shipments are made on DAP (Delivered At Place) terms — import duties and taxes are the sole responsibility of the recipient. Return shipping costs incurred in such cases will also be borne by the customer. We strongly recommend checking your country's import duty rates before placing an order.
EXCHANGES
We currently do not offer direct exchanges. If you have received a damaged or incorrect item and wish to receive a replacement, please contact us at info@jovicreative.design to discuss available options.
DEFECTS AND COMPLAINTS
Transit Insurance The goods are insured in transit. Please verify the package and contents upon receipt.
Damaged Items In case of damaged items in transit, you must open and inspect the package on camera or take photographs immediately upon opening — before removing the item from its packaging. Photographic evidence must clearly show:
- The outer packaging condition
- The item inside the packaging before removal
- The damage to the item
Please email info@jovicreative.design within 24 hours of receiving the package with the attached photographic evidence and your order number. Claims submitted without photos showing the item still inside the packaging may not be accepted. We will review your claim and, if approved, arrange for a replacement or full refund at no cost to you.
Complaints or Undelivered Orders In case of a complaint or an undelivered order, please contact info@jovicreative.design. We will investigate and resolve the issue promptly.