Return & Refund Policy
At Novexa, your satisfaction is our highest priority. We stand behind the products we sell and are committed to making things right if something goes wrong. This policy outlines the terms under which returns, exchanges, and refunds may be accepted.
1. Return Eligibility Window
We offer a 7-day return window, beginning from the date of confirmed delivery.
To be eligible for a return, your request must be submitted within 7 calendar days of receiving your order.
Requests submitted after this window may not be eligible for a return or refund, except in cases involving genuinely defective or significantly misrepresented products, which may be assessed on a case-by-case basis.
2. Conditions for an Eligible Return
For a return to be approved, the following conditions generally apply:
- The item must be unused, unworn, and in its original condition.
- The item should be returned in its original packaging, including tags, labels, accessories, and complimentary items where applicable.
- A return request must be submitted within 7 days of delivery.
- Proof of purchase or sufficient order information must be provided.
- The reason for the return must qualify under this policy.
3. Non-Returnable Items
The following items are generally not eligible for return or refund:
- Items that have been used, washed, worn, or altered.
- Products with broken, missing, or tampered original packaging or seals.
- Personal hygiene or skincare products that have been opened or used.
- Consumable or perishable goods.
- Items specifically marked as Final Sale, Non-Returnable, or Clearance at the time of purchase.
- Items returned beyond the 7-day return window without prior approval from Novexa.
- Gift items or promotional freebies included with an order.
4. Damaged, Defective, or Incorrect Items
If you receive a product that is:
- Physically damaged upon arrival
- Defective or not functioning as described
- Incorrect, such as the wrong item, color, or variant
Please notify us within 24–48 hours of delivery.
To report an issue, please provide:
- Your full name and order details
- Clear photographs or a short video showing the damage, defect, or incorrect item
- A brief description of the problem
After verification, Novexa may arrange one of the following, at no additional cost where the issue is confirmed to be our responsibility:
- A replacement of the same item, subject to availability
- A full refund through an available refund method
Damaged, defective, and incorrect-item claims are handled separately from the standard 7-day return process.
5. How to Initiate a Return
STEP 1 — Contact Us
Contact our support team within the 7-day return window:
Email: novexa111@gmail.com
STEP 2 — Provide Your Details
Please provide:
- Your full name and phone number used at checkout
- Your order details and the item(s) you wish to return
- Your reason for the return
- Supporting photos or video if the item is damaged or defective
STEP 3 — Await Approval
Our team will review your request and inform you whether the return has been approved, along with any applicable instructions.
STEP 4 — Return the Item
If approved, we will provide instructions for returning the item. Depending on the circumstances, this may involve a pickup arrangement or another designated return method.
STEP 5 — Refund or Replacement
Once the returned item has been received and inspected, we will process the applicable refund or replacement.
6. Refund Process
As Novexa primarily offers Cash on Delivery (COD), refunds may be processed through an available method agreed upon with the customer.
Available refund methods may include:
- Bank Transfer — The customer may need to provide the account holder name, account number, and IBAN. Refunds may take approximately 3–7 business days.
- EasyPaisa — The customer may provide a registered EasyPaisa mobile number. Refunds may take approximately 1–3 business days.
- JazzCash — The customer may provide a registered JazzCash mobile number. Refunds may take approximately 1–3 business days.
Refunds are generally initiated after the returned item has been received and inspected and the return has been confirmed as eligible.
Refund processing time begins after the returned item is received by Novexa, not from the date the return request is submitted.
7. Return Shipping Costs
Returns Due to Our Error
If the return is due to an error on our part, such as:
- Wrong item sent
- Defective item
- Significantly misrepresented product
Novexa will generally cover the applicable return shipping cost or arrange a return pickup where available.
Returns Due to Change of Mind
If the return is due to a change of mind, personal preference, or another reason unrelated to a product fault, the customer may be responsible for the return shipping cost.
Customers are responsible for securely packaging items when arranging their own return shipment.
8. Exchange Policy
If you wish to exchange a product for a different size, color, or variant, please contact us within 7 days of delivery.
Exchanges are subject to product availability and may be assessed on a case-by-case basis.
Exchange requests generally follow the same process as standard returns.
9. Order Cancellation
Before Dispatch
Since COD orders do not require advance payment, cancelling an order before dispatch simply means that the order will be removed from our system.
Please contact us as early as possible if you wish to cancel your order.
After Dispatch — Before Delivery
If your order has already been dispatched, cancellation may be possible by refusing the parcel at the time of delivery.
Please notify us as soon as possible if you intend to refuse a dispatched order.
After Delivery
Once an order has been delivered and accepted, the standard 7-day return policy applies.
10. Policy Abuse
Novexa reserves the right to refuse return or refund requests where there is reasonable suspicion of policy abuse, including repeated excessive returns, returning a different item than the one purchased, fraudulent claims, or providing false information.
11. Contact
For all return and refund inquiries:
Novexa
Email: novexa111@gmail.com
Our support team is available to assist you with return requests, refunds, exchanges, and product-related concerns.
