Refund & Cancellation Policy
Our guarantee and procedures for returns, refunds, and order cancellations.
Refund Eligibility
Conditions for a Full Refund
To be eligible for a full refund, items must be:
- Returned within 30 days of the purchase date.
- Unused, unopened, and in the same condition that you received them.
- Accompanied by the original receipt or proof of purchase.
Non Refundable Items
Certain types of goods are exempt from being returned or refunded:
- Prescription Medicines: For safety reasons, prescription medicines cannot be returned or refunded once dispensed.
- Hygiene Sensitive Items: Items with a broken hygiene seal or products that have been used.
- Perishable goods (e.g., fresh produce).
- Custom or personalized orders.
Inspection Rights
You have the right to reasonably inspect your items as you would in a physical shop. However, you cannot return items that you have used, unless they are damaged or faulty upon arrival.
Cancellation Policy
You may cancel an order for a full refund if the request is received before the order enters the "Shipped" status. Once an order is shipped, the standard return/refund process applies.
To claim a refund, please email info@novahealth.pk within 3 days of your payment. Any claims made after this 3 days window will not be accommodated.
Once approved, your refund will be processed via our third party payment processors typically within 15 working days. Please note that this timeline may increase due to extenuating bank circumstances.
Professional Consultations
Refund claims for online video consultations can only be processed if the cancellation request is submitted at least 12 hours before the scheduled time.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company/bank. If you’ve done all of this and still have not received your refund,please contact us at info@novahealth.pk .