At NovaMedic Pro, customer satisfaction and device quality are our highest priorities. Please review our complete return, refund, and exchange policy below before initiating a request.
1. 60-Day Return Policy
Our return policy is valid for 60 days from the date you receive your order. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
Eligibility Requirements:
- Functional Defects: Returns and refunds are primarily granted for items with confirmed functional defects or manufacturing issues.
- Condition: Items must be in their original, unused condition, complete with all original packaging, user manuals, charging cables, and accessories.
- Proof of Purchase: A valid order receipt or proof of purchase is required for all returns.
- Change of Mind: We generally do not offer refunds for simple change-of-mind purchases. Special exceptions may be considered under extraordinary circumstances on a case-by-case basis.
Non-Returnable Items:
- Gift cards
- Custom-made or personalized products
- Downloadable software products
- Intimate, sanitary, or designated personal hygiene goods
- Hazardous materials, flammable liquids, or gases
2. Order Cancellations
- Cancellation Window: Order cancellations are accepted within 60 minutes of purchase for full-priced items.
- Time-Sensitive Processing: Because we process and dispatch orders rapidly, cancellation requests must be sent immediately to [email protected]. Requests received after 60 minutes cannot be canceled and will follow our standard return policy upon delivery.
3. Refund Process
- Submit a Request: Contact our customer care team at [email protected] with your order number and detailed proof of functional defect (e.g., photos or video).
- Inspection: Once your returned item is received at our facility, our quality control team will inspect it and notify you via email regarding the approval or rejection of your refund.
- Payout: If approved, your refund will be processed immediately. A credit will automatically be applied to your original payment method within 5–10 business days, depending on your financial institution.
4. Late or Missing Refunds
If you have received confirmation of an approved refund but have not yet seen the credit on your account:
- Re-check your bank or credit card account balance.
- Contact your credit card company or issuing bank; processing times can vary, and it may take several business days before the posting reflects official records.
- If you have completed these steps and still have not received your refund, please reach out to us at [email protected].
5. Item Exchanges
We only replace items if they are defective, damaged upon arrival, or experiencing functional performance issues. If you need to exchange your unit for the exact same model, please email us at [email protected].
6. Return Shipping Guidelines
- Shipping Responsibility: Customers are responsible for paying all return shipping costs. Shipping fees are non-refundable. If a refund is issued, the original or return cost of shipping will be deducted from your total refund amount.
- Trackable Services: If you are returning an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items lost in transit.
- Final Approval: Refunds will only be issued after the returned package is received, inspected, and verified against all policy conditions outlined above.