Refund & Exchange Policy

At Novenza, customer satisfaction is our top priority. We want you to be completely happy with your purchase. This policy outlines the conditions under which you may request a refund or exchange.

7-Day Exchange Policy

You may request an exchange within 7 days of receiving your order if:

• The product received is damaged, defective, or broken
• The wrong product was delivered (different from what you ordered)
• The product is significantly different from its description on our website

How to Request an Exchange

1. Contact us within 7 days of delivery via email at support@novenza.pk
2. Provide your order number and a clear photo or video showing the issue
3. Our team will review your request within 24–48 hours
4. If approved, we will arrange a replacement at no additional cost

Refund Eligibility

Refunds are available under the following conditions:

• The product is damaged or defective upon arrival and a replacement is not available
• We are unable to fulfill a replacement for your exchange request
• The order was not delivered within the promised timeframe and you no longer wish to receive it

Refund Process

• Approved refunds will be processed within 5–7 business days
• For COD orders, refunds will be transferred to your provided bank account or mobile wallet (JazzCash / EasyPaisa)
• You will receive confirmation once the refund has been processed

Non-Refundable Items

The following items are not eligible for return or refund:

• Products that have been used, opened, or are not in their original packaging
• Products damaged due to misuse or negligence by the customer
• Requests made after the 7-day exchange window

Shipping for Returns

If your exchange or refund is approved due to a defective or incorrect product, Novenza will cover the return shipping cost. For other cases, the customer is responsible for return shipping.

Contact Us

For any questions about our refund and exchange policy, please contact us:

• Email: support@novenza.pk
• Hours: Mon – Sat, 10:00 AM – 7:00 PM (PKT)

For more information, visit our Contact Us page.