Refund policy

Return & Refund Policy — NoveltoMart

Website: https://www.noveltomart.online

At NoveltoMart, customer satisfaction matters to us. We want you to receive the product you ordered in the condition described on our website.

This policy explains how to contact us about a damaged, defective, incorrect, or otherwise eligible product, and how return, replacement, and refund requests are reviewed.

1. Requesting a Return

If you receive a damaged, defective, or incorrect item, contact us within 7 calendar days of delivery to request a review.

This is the proposed request period for NoveltoMart and must be confirmed against our supplier arrangements and applicable law before publication. It does not restrict any mandatory legal rights.

Please provide:

Your order number.
The name of the product.
A brief description of the issue.
Clear photographs or a short video showing the product and any damage, defect, or incorrect item.
Your preferred contact method for follow-up.

Please report visible damage or an incorrect item as soon as reasonably possible, preferably within 48 hours of delivery, so we can investigate promptly. This early-reporting request does not override any applicable legal rights.

2. Eligible Return and Resolution Reasons

Subject to verification and applicable law, you may qualify for a return, replacement, or refund if:

You received a product different from the one you ordered.
The product arrived damaged.
The product has a manufacturing defect or does not function as described.
The product materially differs from its published description.
Your order was cancelled or could not be fulfilled after payment, where a refund is due.

We may request reasonable evidence to verify the issue. We will not unreasonably refuse a legitimate claim simply because the issue cannot be established through a particular type of evidence.

3. Items That May Not Qualify for a Return

Subject to applicable law, the following may be ineligible for a change-of-mind return:

Products damaged through misuse, accidents, improper installation, or neglect after delivery.
Products altered or repaired without appropriate authorisation.
Items returned with missing parts or accessories due to customer handling.
Products that are not eligible for change-of-mind returns under the conditions clearly disclosed before purchase.

A product being opened or its packaging being removed will not automatically invalidate a claim involving damage, defects, incorrect supply, or other rights protected by law.

Any hygiene, safety, or product-specific exclusions must be clearly disclosed and applied lawfully.

4. Change-of-Mind Returns

If you simply change your mind, order the wrong item, or no longer want the product, a return or exchange is subject to our applicable return terms, the product's condition, and any mandatory legal rights.

NoveltoMart does not promise a general change-of-mind return or a blanket money-back guarantee unless that offer is expressly displayed and applicable to your purchase.

Please contact us before sending an item back. Unauthorised returns may be delayed because we need to identify the order and confirm the correct return destination.

5. Return Authorisation and Instructions

If your request is approved, we will explain:

Whether the product needs to be returned.
The approved return address or collection procedure.
Any packaging requirements.
Who will pay the return shipping cost.
Whether the resolution will be a replacement, refund, or another lawful remedy.

Because some orders are fulfilled through third-party suppliers, the return address may differ from the address shown in our general business contact information.

Do not send a return to a supplier or warehouse without receiving instructions from us.

6. Return Shipping Costs

For a verified damaged, defective, or incorrectly supplied product, NoveltoMart will communicate the appropriate return or collection arrangement and applicable shipping-cost responsibility before the customer incurs a return cost.

For eligible change-of-mind returns, the customer may be responsible for return shipping where this has been clearly disclosed and is lawful.

We will not require customers to bear costs in a way that unlawfully removes their consumer rights.

7. Refunds

Once an eligible refund is approved, we will inform you of the amount and the refund method.

Where possible, refunds will be issued through the original payment method. For cash-on-delivery orders, we will contact the customer to agree on a practical refund method and obtain any necessary payment details securely.

Refund processing time depends on the payment provider, bank, and any required return inspection. We aim to process approved refunds within 7–14 business days, where operationally possible, after the required checks are complete. This is a service target, not a waiver of any shorter period required by law.

Any delivery charges refunded will depend on the reason for the return, the applicable terms, and legal requirements.

8. Replacements and Exchanges

Where appropriate and available, we may offer a replacement or exchange for a verified damaged, defective, or incorrect product.

Replacement availability depends on stock and supplier fulfilment. If a suitable replacement is unavailable, we will discuss an appropriate alternative or refund where due.

9. Order Cancellations

If you wish to cancel an order, contact us immediately with your order number.

We will try to stop fulfilment if the order has not yet been processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return procedure may apply.

If NoveltoMart cancels an order or cannot fulfil it after receiving payment, any refund due will be arranged in accordance with applicable law.

10. Missing or Delayed Orders

If your order has not arrived within the communicated delivery estimate, contact us with your order number. We will check the available tracking or fulfilment information and work with the relevant delivery partner or supplier.

If an order is confirmed lost or cannot be delivered, we will discuss an appropriate resolution in accordance with applicable law and our order terms.

11. Contact Us

To request a return, replacement, or refund, contact:

Store: NoveltoMart
Website: https://www.noveltomart.online
Email: muhammadusmanhaidrani@gmail.com
Phone/WhatsApp: 0311-4335391

Please include your order number in all return and refund enquiries.