Refund policy

Return Policy for Novacarex

Thank you for shopping at www.novacarex.com. Please read our Return Policy carefully before making a purchase.

30-Day Return Policy

We accept eligible returns within 30 days of the date you receive your order, provided that the item is unused, undamaged, and in its original condition and packaging.

Because many of our products are home-use medical devices and health-related products, this policy is designed to maintain appropriate health, hygiene, safety, and infection-control standards.

To be eligible for a return, the product must:

  • Be unused and in its original condition.

  • Show no signs of use, installation, operation, or wear.

  • Be returned with its original packaging.

  • Include all accessories, manuals, and other components originally included with the product.

  • Be requested for return within 30 days of delivery.

We reserve the right to refuse a return if the returned product does not meet these requirements.

Non-Returnable Items

For health, hygiene, safety, and infection-control reasons, we cannot accept returns for:

  1. Used products — Products that have been used, installed, operated, or otherwise handled in a manner that affects their condition are not eligible for return.

  2. Opened vacuum-sealed products — Products that are partially or fully vacuum-sealed are not eligible for return once the vacuum packaging has been opened.

  3. Incomplete or damaged packaging — Products with missing, incomplete, or significantly damaged original packaging, or products missing accessories, manuals, or other components, may not be eligible for return.

  4. Customized or personalized products — Custom-made, personalized, or specially configured products are not eligible for return unless they are defective or were shipped incorrectly.

These restrictions are intended to protect our customers and help us maintain appropriate health, hygiene, safety, and infection-control standards.

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged during shipping, or different from the item you ordered, please contact us as soon as possible.

For confirmed defective, damaged, or incorrect items:

  • We will cover the return shipping costs.

  • We will cover applicable return-related fees.

  • Depending on the circumstances, we may provide a replacement or issue a full refund.

For items damaged during transit, please contact us within 7 days of delivery and provide photos of the shipping package and the damaged product when requested.

Damages and Issues

Please inspect your package and product carefully upon delivery.

If the item is defective, damaged, or incorrect, please contact us promptly so that we can review the issue and determine the appropriate resolution.

If the outer packaging is severely damaged, visibly opened, or heavily deformed upon delivery, please contact us immediately and, where possible, refuse the package or document the condition of the package before accepting it.

Return Shipping and Restocking Fees

Defective, Damaged, or Incorrect Items

For confirmed defective, damaged, or incorrectly shipped items, return shipping and applicable return-related fees will be fully covered by us.

Non-Defective Returns

For eligible returns that are not caused by a product defect, shipping damage, or fulfillment error, such as a change of mind, the customer is responsible for the return shipping costs.

A 15% restocking fee will be deducted from the refund for eligible non-defective returns.

Original shipping charges, if any, are generally non-refundable unless the return is due to a defective, damaged, or incorrectly shipped item.

How to Request a Return

To request a return, please contact us at:

info@novacarex.com

Please submit your return request within 30 days of receiving your order and include:

  • Order number

  • Name of the product you wish to return

  • Reason for the return

  • Photos or videos of the product and packaging, if applicable

Please do not send any product back without receiving return instructions or approval from us. Unauthorized returns may not be accepted.

If your return is approved, we will provide:

  • Return shipping instructions

  • A return shipping label when applicable

  • Instructions on how and where to send your package

Refunds

Once we receive your returned item, we will inspect it to determine whether it meets the applicable return requirements.

If your return is approved, the refund will be issued to your original payment method.

For eligible non-defective returns, the applicable 15% restocking fee and return shipping costs will be deducted from the refund.

For confirmed defective, damaged, or incorrectly shipped items, we will issue a refund for the eligible purchase amount without deducting a restocking fee.

Approved refunds will generally be processed within 5–7 business days after the returned item has been received and inspected. Your bank or credit card company may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at:

info@novacarex.com

Exchanges

If you would like to exchange an item, please contact us at info@novacarex.com within 30 days of receiving your order.

For defective or incorrectly shipped items, we will arrange a replacement at no additional cost to you.

For other exchange requests, such as a change of mind or a request for a different product, price differences and product availability may apply. Please contact our customer support team before sending the item back so that we can confirm the available options and provide the appropriate instructions.

Health and Hygiene Considerations

Because Novacarex offers home-use medical devices and health-related products, certain products may be subject to additional health, hygiene, safety, and infection-control requirements.

We cannot accept returns of products that have been used, installed, or opened from sealed or vacuum packaging when doing so may affect the product's hygiene, safety, or suitability for resale.

These restrictions are intended to protect our customers and help us maintain appropriate health, hygiene, safety, and infection-control standards.

Consumer Rights and Applicable Law

Nothing in this Return Policy is intended to limit or waive any rights or remedies that cannot be excluded under applicable federal or state law.

If applicable law provides you with additional rights regarding returns, refunds, replacements, or other remedies, those rights will remain unaffected by this policy.

Contact Us

If you have any questions about this Return Policy or would like to request a return or exchange, please contact us at:

Email: info@novacarex.com

Phone: +1 276-365-1595