Refund policy

Our Returns Policy

We stand behind every product we sell. If something isn't right, we'll make it right. Here's how our returns process works.

Return Window

You have 7 days from the date of delivery to request a return. Requests made after 7 days unfortunately cannot be accepted.

Conditions for Return

  • The product must be unused and in its original condition
  • Original packaging must be intact
  • A valid reason must be provided (damaged, defective, or wrong item received)

What We Accept Returns For

  • Product arrived damaged or broken
  • Wrong item was delivered
  • Product is defective or not functioning as described

What We Do Not Accept Returns For

  • Change of mind after delivery
  • Product has been used or is not in original condition
  • Damage caused by misuse or improper handling
  • Return request made after 7 days of delivery

How to Request a Return

It's simple. Message us on WhatsApp or email us at hello@novaex.pk within 7 days of receiving your order. To process your return, we will need the following:

  • Your order number
  • A clear description of the issue
  • Photos or video of the damaged or defective product
  • An unboxing video showing the product condition at the time of opening

📹 Unboxing Video is Mandatory

You must record a clear, uninterrupted video of opening the package from the moment the parcel is picked up. Without this video, we will not be able to process any return or damage claim. This protects you and ensures there is no ambiguity about the condition in which your order arrived.

We'll get back to you within 24 hours of receiving all the required information.

Refunds

Once we receive and inspect the returned item, we'll process your refund or replacement within 3 to 5 business days. Refunds for COD orders are issued via EasyPaisa or JazzCash. We'll confirm the method with you directly.

Return Shipping

If the return is due to a defective or wrong item, we cover the return shipping cost. If the return is for any other accepted reason, the customer is responsible for return shipping charges.

We're not here to make returns difficult. If something went wrong, just tell us and we'll fix it.