Refund policy

Refund & Return Policy

We value your satisfaction and aim to make the return process as straightforward as possible. Please read our policy carefully to ensure eligibility.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following conditions:

  • Be unused, in resalable condition, and in its original packaging, with all tags and included accessories.
  • Include the receipt or proof of purchase.

Restocking Fee:
All returns are subject to a restocking fee of up to 20%, depending on the condition of the returned item. This amount will be deducted from the refund. If the item is not in resalable condition or is missing components, additional deductions may apply.

To start a return, you can contact us at support@novairhealth.com

If your return is accepted, we’ll send you instructions on how and where to send your package. Return shipping costs are the responsibility of the customer unless the item is damaged or defective upon arrival.

Damages and Issues

We encourage you to inspect your order upon receipt and contact us within 72 hours if the item is:

  • Defective,
  • Damaged, or
  • Incorrect (e.g., wrong item shipped).

To expedite resolution, please provide photos or videos clearly showing the issue when contacting us. Claims made after 72 hours may not be eligible for return or replacement.

Specific Damage Rules:

  • Cosmetic Damage (e.g., minor scuffs, dents, or scratches): Does not qualify for return or refund unless it affects the item's functionality or usability.
  • Substantial Damage (e.g., tears, missing pages, or broken components): Qualifies for replacement or refund.
  • Damage caused by misuse, improper handling, or post-delivery incidents will not be covered.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Custom products (e.g., special orders or personalized items).
  • Personal care goods (e.g., beauty products).
  • Items purchased on sale, during promotional events, or with a discount code.
  • Gift cards.

If you have questions about your specific item, please contact us at support@novairhealth.com

Order Cancellations

Orders may be canceled within 24 hours of purchase. After this window, we begin processing your order, and cancellations will no longer be possible.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or denied.

If approved, refunds will be automatically processed to your original payment method within 10 business days.

Please note:

  • Refunds may take additional time to appear on your statement depending on your bank or credit card provider.
  • Shipping costs, non-refundable charges, and the restocking fee of up to 20% will be deducted from your refund unless the item is defective or incorrect.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@novairhealth.com

Apartment, Flat, or Shared Building Deliveries

For orders shipped to apartments, flats, or other shared buildings, the following conditions apply:

  • Delivery Confirmation: Once the carrier marks your package as "Delivered," our responsibility for the shipment ends. This may include delivery to a communal mailbox, parcel locker, or management office as per the carrier’s protocol.
  • Prompt Retrieval: Customers are responsible for promptly retrieving their package from the designated delivery location to prevent loss or theft.
  • Non-Receipt Claims: If you believe your package was not delivered, please contact us within 72 hours of the delivery confirmation. We will assist you in investigating the issue with the carrier.

Investigation Process for Non-Receipt Claims:

  1. Building Checks: Verify if the package was stored with building management or in a mailroom.
  2. Carrier Confirmation: We will reach out to the carrier to verify delivery details, including GPS data or proof of delivery (e.g., photos).

If the carrier confirms the package was delivered correctly, we may not be able to issue a refund or replacement. However, each case will be reviewed individually.

 

Digital Downloads

All digital products are subject to the following terms:

Once a digital product has been accessed, downloaded, or streamed (which we track and monitor through our systems), you acknowledge that:

  1. No Full Refund Eligibility: By downloading or accessing the digital content, you forfeit your right to a full refund. This applies immediately upon the first download or access of the digital file(s).

  2. Tracking and Verification: We maintain comprehensive records of all digital product access, including but not limited to:

    • Download timestamps and IP addresses

    • Number of download attempts

    • Partial or complete file transfers

    • Streaming or online access sessions

  3. Pre-Purchase Acknowledgment: By purchasing digital products, you expressly consent to the immediate delivery of digital content and acknowledge that this action waives your statutory right to withdraw from the purchase once downloading or accessing begins.

  4. Limited Refund Circumstances: Refunds for downloaded digital products may only be considered in the following exceptional cases:

    • The digital file is corrupted and we cannot provide a working replacement

    • You were charged multiple times for the same digital product due to a technical error

    • The digital content materially differs from its description

  5. Pre-Download Period: You may request a partial refund for digital products only if:

    • No download or access attempt has been made

    • We can verify through our tracking systems that the content has not been accessed

  6. Partial Refunds: At our sole discretion, partial refunds may be offered for digital products that have been downloaded, with a minimum deduction of 60% of the purchase price to account for the value already received.

By completing your purchase of any digital download, you explicitly agree to these terms and confirm that you understand that downloading or accessing the digital content immediately terminates your eligibility for a full refund. For any further questions contact us at support@novairhealth.com