The Cancellation and Refund Policy below explains cancellation, return, replacement and refund procedures for purchases made through the Novara Healthcare online store.
1. Order cancellation by customer
Customers may request cancellation as soon as possible after placing an order. Cancellation may not be possible after an order has been processed, dispatched or has otherwise entered a stage where cancellation cannot reasonably be stopped.
Where the option is shown, you can cancel an order yourself from My account. You can also request cancellation by contacting +91 97426 93775 or info@novaracare.in with your order number and registered contact details.
2. Cancellation by Novara Healthcare
We may cancel an order where a product is unavailable, there is an obvious pricing or technical error, payment cannot be verified, delivery is not possible, fraud or misuse is suspected, or cancellation is required by law or regulatory requirements.
3. Damaged, defective or incorrect products
If you receive a damaged, defective, expired, tampered or incorrect product, contact us promptly after delivery with the order number and clear photographs or videos where appropriate. Where the option is shown, you can also raise a return request from My account.
We will review the issue and, where applicable, provide a replacement, refund or other appropriate resolution.
4. Returns
Because healthcare and personal-use products may involve hygiene and safety considerations, opened or used products may not be eligible for return except where required by applicable law or where the product is defective, damaged, incorrect or otherwise eligible under our return process.
Products must generally be returned in the condition required by the applicable return authorisation.
5. Refunds
Where a refund is approved, the refund will normally be made using the original payment method or another legally permitted method. For Cash on Delivery orders, refunds are made by UPI or bank transfer to details you confirm with us.
Actual crediting time may depend on the payment gateway, bank, card issuer, UPI provider or other financial institution.
6. Refund deductions
Where legally permitted and clearly disclosed, applicable shipping, handling or other charges may be deducted from a refund when the customer is responsible for the return or failed delivery.
7. Non-returnable situations
- Products which have been opened or used where return is restricted for hygiene or safety reasons, subject to applicable law.
- Products damaged due to misuse, improper storage or failure to follow product instructions.
- Orders where the customer has not followed the applicable return procedure.
- Other categories specifically identified as non-returnable on the product page or at the time of purchase, subject to applicable law.
8. How to contact us
Include your order number, name, registered mobile number or email, product details, photographs where relevant, and a brief description of the issue.
Returns and refunds: +91 97426 93775 | info@novaracare.in