Return, Refund & Cancellation
Read our guidelines on returning healthcare products, refund processing timelines, and cancellation policies.
Table of Contents
At novarixhealthcare.com, we are committed to ensuring that medicines and healthcare products are delivered accurately, safely, and in good condition, in accordance with valid prescriptions and applicable laws. Customers are advised to carefully inspect products at the time of delivery.
1. Definitions
Return refers to the process of returning a product purchased through the novarixhealthcare.com platform under eligible circumstances.
- Product(s) delivered do not match the order placed.
- Product(s) delivered are expired or near expiry (medicines with less than 3 months remaining shelf life).
- Product(s) delivered are damaged during transit or have a tampered seal.
* Customers are requested not to accept delivery of visibly damaged or tampered products. If damage is noticed after opening the package, the product may be eligible for return and refund. Replacement is subject to product availability; where replacement is not possible, a refund will be issued.
2. Return Conditions
- Incorrect ordering by the customer does not qualify for return.
- Returns due to change in prescription are not accepted.
- The batch number of the returned product must match the invoice.
- Products must be returned in original manufacturer packaging with intact labels, barcodes, price tags, and invoice.
- Only fully unopened and unused products are eligible; partially consumed strips or opened products are not accepted.
Novarix Laboratories reserves the right to take appropriate action in cases of false or misleading complaints. Any costs incurred due to such claims shall be borne by the customer.
3. Return Process
- 01. A return request must be raised within 7 days of delivery.
- 02. To initiate a return, visit: www.novarixhealthcare.com/contactus.
- 03. Our customer care team will verify the request within 72 business hours of receipt.
- 04. If the claim is found genuine, reverse pickup will be arranged where applicable.
- 05. Customers must securely pack the product(s) in original packaging.
- 06. Refunds will be processed only after verification of the returned product.
4. Refund Process
Standard Process Timeline
Upon successful verification, refunds will be initiated. Refunds will be processed within a minimum of 7 working days from approval.
Direct Bank CreditReverse Pickup Timeline
In cases involving reverse pickup, refunds will be completed within 30 days from the date of pickup.
30-Day Window Max* Refunds will be credited to the original mode of payment or bank account, as applicable.
5. Online Consultation Refunds
Customers availing online consultation services are eligible for a refund only if the consultation query is not answered within the specified timeframe.
- Be submitted within 72 hours of submitting the query or receiving a response.
- Be verified and approved by the customer support team.
- Upon approval, the refund will be credited within 30 days.
6. Shipping Charges
novarixhealthcare.com currently offers free shipping on all online purchases. No shipping charges will be applied.
7. Cancellation Policy
7.1 Customer-Initiated Cancellation
Orders cannot be cancelled once they have been dispatched from novarixhealthcare.com.
7.2 novarixhealthcare.com-Initiated Cancellation
Novarixhealthcare.com reserves the right to cancel orders in the following situations:
- Product or quantity unavailability
- Incorrect pricing or technical errors
- Invalid or incomplete delivery address
- Detection of malpractice or fraudulent activity
7.3 Bulk Orders
Orders may be classified as bulk orders and cancelled at our discretion if:
- Products are intended for commercial resale
- Large quantities of the same product are ordered
- Multiple orders of the same product are placed to the same address
No cancellation charges will be levied for orders cancelled by novarixhealthcare.com under this policy.
8. Contact Information
For any queries related to returns, refunds, or cancellations, please reach out directly to our customer support team: