30-Day Quality Guarantee
If you purchased a Nicola Canvas digital art canvas through this website (not a bulk/wholesale order), the terms below apply to you instead of the B2B terms further down this page. We do not offer no-reason / change-of-mind returns — refunds and replacements are provided for confirmed product quality issues.
Product Quality Issues
If you believe your Nicola Canvas has a manufacturing defect or arrived damaged, contact us within 30 days of delivery with photos or video of the issue. Our technical team will inspect the evidence and confirm the defect, typically within 2 business days. Once confirmed, we will send a prepaid return label and issue a full refund or a free replacement — your choice — at no cost to you.
Not Covered
We do not accept returns for change of mind, ordering the wrong size/color, or after the 30-day window. The free 4K digital art pack (digital download) is non-refundable once delivered by email.
How to Report a Quality Issue
Email support@nicola-touch.com with your order number, a description of the issue, and photos or video. We will confirm within 1 business day whether it qualifies for the technical inspection above.
Not what you were looking for? B2B / bulk wholesale return terms are below.
For B2B / Wholesale Orders
As a B2B manufacturer selling commercial-grade hardware, our refund and return policy for bulk/wholesale orders reflects the nature of custom and semi-custom manufactured goods. Please read this policy carefully before placing an order.
Order Cancellation
Orders may be cancelled within 48 hours of deposit payment for a full deposit refund. After 48 hours, production may have begun and cancellation terms apply:
- Cancelled before production: 50% of deposit refunded
- Cancelled during production: No deposit refund; remaining balance not required
- Cancelled after production complete: Full payment required; buyer may take possession or forfeit goods
OEM/custom orders are non-cancellable after production begins, as tooling and customized components cannot be repurposed.
Returns for Manufacturing Defects
Products with confirmed manufacturing defects are handled under our Warranty Policy. We do not require return of defective units in most cases — we ship replacement parts or replacement units to resolve the issue. Refer to our Warranty Policy for the claims process.
Returns for Wrong Product Shipped
If we ship an incorrect product (different model, specification, or quantity than confirmed in your purchase order), you may return the incorrect items within 30 days of receipt. We will cover return shipping costs and ship the correct products at no additional charge.
Non-Returnable Items
The following items are not eligible for return:
- Products that have been installed or show signs of use beyond initial inspection
- Custom OEM/ODM products manufactured to buyer-specified designs
- Products damaged due to improper installation, handling, or use outside specifications
- Software, licenses, or digital content
Refund Process
Approved refunds are processed within 7–14 business days via the original payment method. For T/T wire transfers, we require your bank account details. Refund amounts are net of any applicable bank transfer fees.
Dispute Resolution
If you believe a return or refund is warranted beyond the terms above, please contact our sales team at sales@nicola-touch.com. We aim to resolve all disputes fairly and promptly. For significant commercial disputes, refer to the governing law and arbitration provisions in our Terms of Service.
Contact
For return and refund inquiries:
Email: sales@nicola-touch.com
WhatsApp: +853 63260887