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, such as fresh produce.
- Custom or personalised 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 on 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 and refund process applies. Full details are in our Cancellation Policy.
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.
Refund Process and Timelines
Once approved, your refund is processed via our third party payment processors, typically within 15 working days. This timeline may increase due to extenuating bank circumstances.
Late or Missing Refunds
If you have not received a refund yet, first check your bank account again, then contact your card company or bank. If you have done all of this and still have not received your refund, contact us at info@novahealth.pk.