Terms of service
TurboSilhouette is operated by NOVAURA TRADE INC ("we," "us," or "our"). These Terms of Service apply to your use of turbosilhouette.com and purchases from our store.
Please review these Terms before placing an order. Our Shipping Policy, Refund Policy, and Payment Policy explain the specific conditions for those parts of your purchase. Our Privacy Policy explains how personal information is handled. These Terms do not replace consent where consent is required by law.
1. Using Our Store
To place an order, you must be legally able to enter into a purchase agreement under the laws that apply to you. You must provide accurate contact, delivery, and payment information and be authorized to use the payment method you select.
If you use a customer account, keep your access credentials secure and contact us if you suspect unauthorized use. Do not send passwords, complete payment-card numbers, security codes, or one-time verification codes to our support email.
2. Products and Customization
We offer made-to-order metal artwork, including existing designs and personalized products. Available sizes, materials, finishes, and customization options are described on the relevant product page. Review these details and your selections before purchasing.
Product photographs and screen displays can differ slightly in color or presentation, but this does not excuse damaged, defective, incorrect, or materially misdescribed products. The product must match the description and order details agreed for your purchase.
For personalized orders, provide the photos, text, vehicle details, or other information requested on the product page. Check submitted information carefully. If information necessary to fulfill your order is missing or unclear, we will contact you before proceeding with the affected work.
Updates to product descriptions or availability apply to future purchases. We will not substitute a materially different product or change agreed specifications for an existing order without your agreement.
3. Orders and Order Information
An order-confirmation email is sent after successful payment. Please check the order details and contact us promptly if something is incorrect. Order processing begins when payment has been confirmed and the information needed to fulfill the order has been received, subject to applicable legal requirements.
If we cannot fulfill an order because of an availability issue, an unresolved material error, a legal restriction, or a payment or fraud concern, we will contact you using the information provided. We will explain any proposed change and seek your agreement, or cancel the affected order and refund the amount paid for it. We will not charge an additional amount without your authorization.
Cancellation and change requests are subject to Section 6 and our Refund Policy. An order confirmation does not remove those rights.
4. Prices, Promotions, and Payment
The price, currency, applicable discount, and total amount payable to us are shown at checkout before you authorize payment. Any charge collected by us will be disclosed before you complete your purchase. Price changes do not retroactively change the agreed price of an existing order.
We offer free standard shipping on all orders to the countries and regions available at checkout, with no minimum purchase required. See our Shipping Policy for coverage and delivery information.
Promotions apply only to the products and conditions stated in the offer. Any eligibility requirements or stated end date form part of that offer. Check the discount and final total before completing payment.
Available payment methods are displayed at checkout and may vary by location, device, or provider eligibility. If you choose an installment or other financing option, review the provider's repayment terms and any disclosed interest or fees before accepting it. See our Payment Policy for further information.
5. Shipping and Delivery
Our Shipping Policy sets out production and handling times, estimated transit times, tracking, and delivery assistance. Business days mean Monday through Friday, excluding public holidays. Production and transit are separate stages.
Delivery estimates are not guaranteed arrival dates. However, an estimate does not remove our obligation to fulfill your order or provide remedies required by law. If we learn that we cannot dispatch within the applicable stated timeframe, we will notify you promptly, explain the delay and any revised dispatch estimate, and offer the option to agree to the delay or cancel the unshipped items for a refund. We will obtain any consent required by law and issue required refunds within the applicable legal deadline.
Contact us if tracking indicates a problem or your order has not arrived within the estimated timeframe. A shipment confirmed lost in transit is eligible for a replacement or refund at no additional cost. If tracking shows delivery but you have not received the package, contact us so we can investigate with the carrier. Handing a package to a carrier does not, by itself, end our responsibility to assist with delivery problems or provide the remedies promised in our policies.
Please provide an accurate delivery address. Any proposed reshipping charge resulting from incorrect customer-provided address information will be explained and agreed with you before reshipping, as described in our Shipping Policy.
6. Cancellations, Returns, Replacements, and Refunds
The following summarizes our Refund Policy:
- Standard-design orders without customer-specific personalization: You may cancel within 2 hours of purchase for a full refund, with no cancellation fee.
- Personalized orders: Contact us as soon as possible. We must confirm that a cancellation or change can be accepted before production starts. These orders cannot ordinarily be cancelled or changed once production has begun. An approved cancellation receives a full refund without a cancellation fee.
- Change-of-mind returns and exchanges: We do not offer these for products made to your order, including when you selected the wrong size or design or supplied incorrect personalization details, except where applicable law requires otherwise.
- Product problems: These exclusions do not apply to damaged, defective, incorrect, or incomplete items, or products that do not match your submitted order details. Please report delivery-related product problems within 14 calendar days after delivery. Eligible claims receive a replacement or refund under our Refund Policy; where both are available, you may choose between them.
- Return costs: A return is not always needed. If we require an approved return for a qualifying product problem, we provide return instructions and a prepaid shipping label. Do not return an item without contacting us first.
- Refund processing: Refunds are issued to the original payment method. Where no return is required, we issue the refund within 10 business days after approval; where a return is required, within 10 business days after receipt of the returned item. Your payment provider may need additional time to post it. Any shorter deadline required by law takes priority.
Read the full Refund Policy for the claim process, evidence, return dispatch deadline, and available remedies. These ordinary cancellation limits and reporting periods do not restrict mandatory rights, including remedies for delayed dispatch, non-delivery, or defective goods.
7. Customer Photos and Customization Materials
You retain any rights you hold in the photos, text, and other materials you submit. You must have the rights or permission necessary for us to use them to fulfill your request, including permission relating to another person's information or third-party intellectual property where needed.
You give us a non-exclusive permission to reproduce, adapt, and share those materials with the people and service providers involved in preparing your design, manufacturing and delivering your product, and handling related support. This permission is limited to those purposes and does not transfer ownership of your materials. Retention and handling of personal information are described in our Privacy Policy.
We do not display customer-uploaded customization photos on the public-facing pages of our website. An order upload is not permission to publish those materials or use them in advertising. Any proposed promotional reuse requires a separate permission process where applicable.
We may decline a request that involves unlawful material or infringes another person's rights. If this prevents us from fulfilling a paid order, we will notify you and refund the affected unfulfilled order.
8. Website Content and Customer Reviews
Website text, artwork, photographs, graphics, and branding belong to us or their respective rights holders. You may use the store to browse, place orders, and keep records of your purchase. These Terms do not grant a general right to reproduce store content commercially. Third-party names and marks remain the property of their owners; references to a vehicle or brand do not, by themselves, indicate affiliation or endorsement.
If you voluntarily submit a review through a public review feature, you retain your rights in it and permit its display through that feature. This is not a transfer of copyright or permission to publish your private order correspondence or customization files. Do not include unnecessary personal information in a public review.
You may give honest feedback, including negative feedback. We do not impose a penalty for an honest review or remove a review merely because it is unfavorable. Unlawful content, spam, threats, or disclosure of another person's private information may be moderated as permitted by law.
9. Shopify and Other Service Providers
Our store is hosted by Shopify, which provides the commerce platform. Purchases are made directly with NOVAURA TRADE INC, trading as TurboSilhouette, not with Shopify. We are responsible for our products, orders, fulfillment, and customer service. Shopify is not the seller of our products.
We use service providers to support store operation, payments, design, production, and delivery. Where you choose a third-party service, such as a payment wallet or financing option, its applicable terms also govern that service. Links to external websites do not mean we control or endorse all of their content. These arrangements do not remove our obligations to you as the seller or any rights you have under applicable law.
10. Privacy, Advertising, and Shopify Network Intelligence
Shopify collects and processes personal information to provide its services. With Shopify Network Intelligence enabled, enhanced services may use information from your interactions with this store, other merchants, and Shopify for purposes such as security, improvements, personalization, and advertising. Information submitted to our store is shared with Shopify and relevant service providers, which may be located in other countries, to provide these services.
Our Privacy Policy describes our collection and sharing of information, including Google and Meta advertising and measurement, cookies, retention, and privacy rights. Shopify's own processing is explained in its Consumer Privacy Policy.
Depending on where you live, you may opt out of or object to certain processing through Your Privacy Choices and Shopify's Privacy Portal. Contact us if you need help. Accepting these Terms is not a substitute for any separate advertising, tracking, or marketing consent required by law.
11. Acceptable Use and Account Restrictions
Do not use the store to commit fraud, infringe rights, threaten others, submit malicious software, access another person's account without authorization, or interfere with security or checkout. Automated tools must not bypass access controls, misuse personal information, or place unauthorized orders.
We may restrict access where reasonably necessary to address a security risk, fraud, unlawful activity, or a material breach of these Terms. We will provide notice where appropriate and legally required. A restriction does not cancel your existing refund rights or allow us to retain payment for an order we will not fulfill.
12. Service Availability and Responsibility
We aim to maintain a reliable store, but website access may occasionally be interrupted by maintenance or technical problems. Contact us if a technical issue affects your order or payment.
Nothing in these Terms treats physical products as supplied without the descriptions, quality obligations, or remedies that apply to your purchase. Website availability limitations do not override our Shipping Policy, Refund Policy, or responsibility for fulfilling paid orders.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including applicable responsibility for fraud, willful misconduct, or personal injury. Your mandatory consumer rights remain unaffected.
13. Questions, Disputes, and Applicable Rights
Please contact us with your order number and a description of the issue so we can help resolve it. Contacting us is not a condition for exercising a legal right where the law does not permit such a condition.
Applicable consumer protection laws continue to govern your purchase. These Terms do not require mandatory arbitration, waive access to a competent court, or remove protections that apply where you live. If any provision cannot lawfully be enforced, the remaining provisions continue to apply to the extent permitted by law.
14. Changes to These Terms
We may revise these Terms for future use of the store and future orders. Updates will be published on this page, with additional notice or consent where required by law. We will not retroactively reduce rights or change the price, product specifications, or promised remedies for an existing order without a lawful basis and any required agreement.
For a particular purchase, read these Terms together with the product description and policies applicable when you ordered. Specific shipping, payment, and refund commitments are not cancelled by general wording in these Terms. Mandatory legal protections take priority over any inconsistent provision.
15. Contact Us
Trading name: TurboSilhouette
Operated by: NOVAURA TRADE INC
Website: turbosilhouette.com
Email: support@turbosilhouette.com
Business registration address: 1500 N Grant St, Denver, CO 80203, United States
Contact page: Contact Us
The address above is our business registration address, not a product return address. For returns, contact us and follow the instructions in our Refund Policy.