Refund Policy

Customers may cancel an order while the cancellation option is available on Novoaxo. Cancellation is available only during the applicable stages of order processing. Once an order has progressed to a stage where cancellation is no longer permitted, the cancellation option will no longer be available. If an eligible cancellation is successfully processed, Novoaxo will initiate the applicable refund to the original payment method used for the order. The availability of cancellation may depend on the current status of the order at the time the cancellation request is made.

A refund may be applicable when: - An eligible order is cancelled before it reaches the applicable fulfilment stage. - Novoaxo is unable to fulfil an order. - An order is cancelled following an unsuccessful delivery or Return to Origin (RTO) process, where applicable. - A product or order is determined to be eligible for a refund following an approved customer complaint. - Novoaxo otherwise confirms that a refund is due. Refund eligibility and the refundable amount will depend on the circumstances of the order and the applicable terms.

In certain circumstances, Novoaxo may need to cancel an order or part of an order due to product availability, fulfilment limitations, operational circumstances, or other reasons that prevent the order from being completed. Where an order is cancelled by Novoaxo and a refund is applicable, the eligible amount paid by the customer will be refunded to the original payment method. Customers will be informed through the applicable Novoaxo order or communication channel when a refund has been initiated.

If an order cannot be successfully delivered, it may go through the applicable delivery and Return to Origin (RTO) process. An RTO does not automatically result in a refund. Once the applicable process is completed, Novoaxo will determine whether the order should be cancelled and whether a refund is applicable. Where a refund is approved, it will be initiated to the original payment method used for the order.

If you receive a product that is damaged, incorrect, or missing from your order, please contact Novoaxo support as soon as possible with your order details and relevant information about the issue. To help us investigate the matter, we may request photographs of the product, packaging, shipping label, or other supporting information. Depending on the nature of the issue and the applicable product terms, Novoaxo may provide an appropriate resolution, which may include replacement, correction, or refund where applicable.

Where only part of an order is cancelled or becomes eligible for a refund, Novoaxo may process a refund for the affected product, quantity, or eligible amount rather than the entire order. For orders containing multiple products, individual products may have different cancellation, fulfilment, delivery, or refund statuses.

Eligible refunds will be processed to the original payment method used to place the order. Novoaxo will not ordinarily process a refund to an unrelated or third-party payment method. The time taken for the refunded amount to appear in the customer's account may vary depending on the payment method and the customer's bank or payment service provider.

Once Novoaxo approves and initiates a refund, the time required for the amount to be credited to the customer's account may depend on the payment method, bank, card issuer, or payment service provider i.e., 5–7 business days. Therefore, the date on which Novoaxo initiates a refund may differ from the date on which the amount is reflected in the customer's account. Customers should allow the applicable processing time of their payment provider after receiving confirmation that the refund has been initiated.

If an order was placed using a promotional offer, discount, coupon, or other promotional benefit, the refund amount may be calculated based on the actual amount paid and the applicable terms of that offer. Promotional discounts or benefits may not be reinstated after an order is cancelled or refunded unless specifically stated in the applicable offer.

For questions regarding order cancellation or refunds, please contact Novoaxo support with your order number and registered contact details. Our team may request additional information to verify the order or transaction and assist you with your request.