GENERAL TERMS OF USE AND SALE

Last updated: 22 September 2026

1. Merchant Data

The website novvacreative.mk and the "Novva Creative" trading brand are operated by:

• Legal seller and trader: Друштво за печатење услуги и трговија НОВАКРЕАТИВ ДООЕЛ Струга
• Short legal name: НОВАКРЕАТИВ ДООЕЛ Струга
• Legal form: ДООЕЛ — single-member limited liability company
• EMBS / Company Registration Number: 7896581
• Registered office: ул. Ристо Крле бр. 9, Струга, Republic of North Macedonia
• Return address: ул. Ристо Крле бр. 9, Струга, Republic of North Macedonia
• Email: novakreativ@gmail.com
• Telephone: +389 75 889 596
• Website: https://novvacreative.mk

In these Terms, the registered company is referred to as the "Merchant", "we", "us", or "Novva Creative". Novva Creative is the trading brand used by the Merchant for online sales of personalized printed products.

2. Application of Terms

These Terms apply when using novvacreative.mk and when purchasing products through the website.

By submitting an order, the consumer confirms that they have had the opportunity to read these Terms, the Privacy Policy, the price, delivery costs, payment method, and main product features.

These Terms do not limit the mandatory rights the consumer has under the applicable laws and consumer-protection regulations of the Republic of North Macedonia.

An order can be submitted by an adult and legally capable person. For a minor, the order must be made or approved by a parent or legal guardian.

3. Products and Personalization

Novva Creative sells personalized printed products, including canvases, t-shirts, hoodies, and other products listed on the website.

The consumer selects available features, such as product, size, color, dimensions, quantity, front or back side, design position, and additional options.

The consumer is obliged to carefully check the design, uploaded image, text, spelling, size, printing side, and other selected settings before submitting the order.

The display and generated mockup represent an interactive visual preview. Due to differences between computer/mobile screens, materials, lighting conditions, and digital printing techniques, slight and reasonable differences in color and appearance may exist. This does not release the Merchant from liability if the delivered product fundamentally does not correspond to the approved design, description, or order.

4. Submitting and Accepting an Order

Before submitting an order, the consumer can check and correct the entered data, selected products, and total price.

By clicking the "Place order — obligation to pay" button or another button with the same clear legal meaning, the consumer submits a binding order that creates an obligation to pay the displayed total amount if accepted.

Upon submission, the consumer receives an electronic confirmation with the order number and available details. The automatic confirmation that the order is received does not in itself mean the order has been accepted for fabrication.

The contract is considered concluded when we send confirmation that the order is accepted or when fabrication begins, whichever happens first.

We may reject an order if:

• the product or blank material is unavailable;
• payment is not received when bank transfer is selected;
• the uploaded artwork cannot be technically printed at acceptable quality;
• the design is unlawful or obviously infringes on another person's copyright or intellectual property rights;
• the order data is incomplete or cannot be verified;
• there is reasonable suspicion of fraud or abuse.

If payment has already been received for a rejected order, the paid amount will be refunded without undue delay.

5. Prices

Displayed prices are final.

6. Payment

Available payment methods are displayed at checkout and currently include:

• cash on delivery (COD); and
• manual bank transfer according to the provided invoice instructions.

Payments for orders are made to or collected on behalf of НОВАКРЕАТИВ ДООЕЛ Струга. For a bank transfer, the consumer should include the order number in the payment reference. Production may begin after payment is recorded, unless otherwise agreed in writing.

The website currently does not collect or process payment-card numbers. If card payments are introduced later, the Terms and Privacy Policy must be updated before activation to identify the payment provider and explain the related processing.

7. Production and Delivery

Products are fabricated to order according to customer specifications. The estimated production and delivery time is displayed on the website or communicated upon order confirmation.

Delivery is made to addresses in the Republic of North Macedonia via contracted courier services. The consumer is responsible for providing a correct address, postal code, and phone number.

Unless a different timeframe is agreed upon with the consumer, the product will be delivered without undue delay, and no later than the timeframe provided by applicable regulations, which generally must not exceed 30 days from the conclusion of the contract.

If we cannot deliver within the agreed timeframe, we will notify the consumer. The consumer retains the right to set an additional reasonable timeframe or to terminate the contract when legal conditions for this are met.

The risk of accidental loss or damage passes to the consumer when they, or a third party designated by them, physically take possession of the goods.

The consumer should report a visibly damaged package as soon as possible. Failure to immediately report the damage to the courier does not in itself void the consumer's legal rights.

8. Right of Withdrawal and Personalized Products

8.1 Non-Personalized Products

When an eligible non-personalized product is purchased at a distance, the consumer has the right to withdraw from the contract without giving a reason within 14 days from the day the product is received, except when a statutory exception applies.

The notification of withdrawal can be sent to novakreativ@gmail.com with an unambiguous statement or using the Model Withdrawal Form at the end of these Terms.

The product must be sent back no later than 14 days from the day of notification to our return address: ул. Ристо Крле бр. 9, Струга. The direct cost of returning the goods is borne by the consumer, unless the Merchant agreed to pay it or failed to inform the consumer of this cost.

Refunds of received payments are made within the statutory timeframe. We may withhold the refund until we receive the product or proof that it has been sent back, except where the law provides otherwise.

8.2 Personalized Products

The statutory 14-day right of withdrawal for change of mind does not apply to contracts for the supply of goods made to the consumer's specifications or clearly personalized goods, including products printed with a custom design, photo, text, dimensions, or layout selected by the consumer.

The absence of a right of withdrawal due to change of mind does not in any way limit the consumer's statutory rights if the product:

• arrives damaged;
• has a production or printing defect;
• does not correspond to the approved order;
• is the wrong size, product, or printing side due to our error; or
• is otherwise not in conformity with the contract.

As a voluntary convenience, we may accept cancellation of a personalized order if production has not yet started. The consumer must contact novakreativ@gmail.com immediately. This option cannot be guaranteed once artwork preparation or printing has begun.

9. Conformity, Defects, and Consumer Rights

The Merchant is legally liable to ensure that delivered products conform to the contract, product description, and approved digital preview.

Under the Law on Consumer Protection of the Republic of North Macedonia, the statutory liability for lack of conformity covers defects appearing within two (2) years of delivery. This legal conformity protection is mandatory and is not shortened by any voluntary support terms.

When a product is defective or non-conforming, the consumer has the legal right to:

1. Request that the product be brought into conformity free of charge by repair or replacement (reprint); or
2. When repair or replacement is impossible or disproportionate, or not completed in a reasonable time, request an appropriate price reduction or terminate the contract with a full refund.

We encourage customers to notify us of visible transit damage or defects within seven (7) days of delivery so we can prioritize investigation and fast resolution. This voluntary reporting period does not limit or prejudice your statutory two-year conformity rights.

For a defect claim or complaint, the consumer should submit:

• customer full name and contact information;
• order number;
• description of the defect or non-conformity;
• desired remedy; and
• clear photographs of the defect and packaging where possible.

When a defect claim is justified, all necessary costs of return, reprinting, or replacement are borne exclusively by the Merchant.

10. Consumer Complaints and Dispute Resolution

Consumer complaints may be submitted directly to НОВАКРЕАТИВ ДООЕЛ Струга:

• Email: novakreativ@gmail.com
• Telephone: +389 75 889 596
• Address: ул. Ристо Крле бр. 9, Струга, Republic of North Macedonia

We recommend that the email subject line follow the format: "Consumer complaint — [Order Number]".

We will register and respond to a complaint without undue delay and within the deadline required by applicable law (no later than 15 days from receipt). When a complaint is justified, the Merchant will provide the statutory remedy without undue delay.

The consumer may also seek out-of-court dispute resolution or assistance from:

• State Market Inspectorate of the Republic of North Macedonia (Државен пазарен инспекторат): https://dpi.gov.mk
• Consumers' Organization of Macedonia (Организација на потрошувачите на Македонија - ОПМ): https://opm.org.mk

Nothing in these Terms limits the consumer's right to judicial protection before a competent court.

11. Designs and Intellectual Property Rights

The consumer retains full ownership of any photograph, design, logo, artwork, or text uploaded to novvacreative.mk, provided they hold the corresponding rights.

By uploading a design, the consumer grants the Merchant a limited, non-exclusive, royalty-free license to store, process, rasterize, adapt for printing, and reproduce the design solely as necessary for:

• generating preview mockups;
• fabricating and delivering the order;
• customer support, re-orders, and defect investigations; and
• complying with statutory legal obligations.

Uploaded designs will never be used for marketing, advertising, public portfolios, or social media showcases without explicit, voluntary prior written consent.

The consumer warrants and represents that they hold all necessary rights, licenses, or permissions for the uploaded content. Uploading unlawful, defamatory, hate-speech, or copyright-infringing content is strictly prohibited. The Merchant reserves the right to reject any order that violates these standards.

All website layouts, brand assets, software interfaces, and proprietary content on novvacreative.mk remain the property of НОВАКРЕАТИВ ДООЕЛ Струга and are protected by intellectual property laws.

12. User Accounts and Security

The user is responsible for the accuracy of provided account information and for safeguarding credentials and session access.

In case of suspected unauthorized access, the user should notify us immediately at novakreativ@gmail.com.

The Merchant may temporarily suspend or restrict access where necessary for security, fraud prevention, or fulfillment of statutory duties.

13. Force Majeure

Neither party shall be held liable for failure or delay in performance caused by circumstances beyond reasonable control, including natural disasters, armed conflicts, widespread infrastructure or power disruptions, severe courier shutdowns, or government-imposed restrictions.

We will promptly notify the consumer and take reasonable steps to mitigate delays. This provision does not prejudice mandatory consumer rights.

14. Limitation of Liability

Nothing in these Terms shall limit or exclude liability that cannot legally be limited or excluded under the laws of the Republic of North Macedonia, including liability for intentional wrongdoing, gross negligence, injury to life, limb or health, or mandatory statutory consumer rights.

15. Governing Law and Jurisdiction

These Terms and any contracts concluded through novvacreative.mk shall be governed by and construed in accordance with the laws of the Republic of North Macedonia, without depriving the consumer of mandatory protection under applicable consumer legislation.

Disputes shall primarily be sought to be resolved amicably through written complaint. If an amicable agreement cannot be reached, disputes may be submitted to the competent courts of the Republic of North Macedonia.

16. Changes to the Terms

We may update these Terms to reflect legislative changes, technological enhancements, or business operations. Any amended version applies from the date stated at the top and will not retroactively alter the terms of already confirmed orders.

17. Contact Information

For questions regarding orders, consumer rights, or these Terms, contact:

Друштво за печатење услуги и трговија НОВАКРЕАТИВ ДООЕЛ Струга

• Short legal name: НОВАКРЕАТИВ ДООЕЛ Струга
• Registered office: ул. Ристо Крле бр. 9, Струга, Republic of North Macedonia
• EMBS: 7896581
• Email: novakreativ@gmail.com
• Telephone: +389 75 889 596
• Website: https://novvacreative.mk

Annex: MODEL WITHDRAWAL FORM

(Complete and send this form only if you wish to withdraw from an eligible distance contract. The change-of-mind withdrawal right does not apply to goods made to your specifications or clearly personalized goods.)

To: НОВАКРЕАТИВ ДООЕЛ Струга Address: ул. Ристо Крле бр. 9, Струга, Republic of North Macedonia Email: novakreativ@gmail.com

I hereby notify you that I withdraw from my contract for the purchase of the following goods:

• Description of goods:
• Order number:
• Date ordered:
• Date received:
• Consumer's full name:
• Consumer's address:
• Consumer's email or telephone:
• Consumer's signature (only if submitted on paper):
• Date: