Refund policy

✅ NovaCart – Refund & Replacement Policy

Effective Date: 29 April 2025

At NovaCart, we are committed to ensuring our customers enjoy a smooth and reliable shopping experience. We carefully inspect each product before delivery, and we provide clear guidelines for replacements to ensure fairness and transparency for all customers.

Please read the following policy to understand how replacements and refunds are handled.

1. Replacement Policy

We offer replacements for eligible orders within 30 days of delivery.
A replacement may be issued in the following cases:

  • The product is damaged or defective

  • The product you received is different from what you ordered

  • The product has a manufacturing issue

Important:

  • Replacements are handled strictly within the 30-day window.

  • Requests submitted after 30 days or for products that are not faulty may incur return-handling charges.

  • These charges cover operational, shipping, and processing costs.

Replacement Charges (if applicable):

These charges apply only in cases where:

  • The product has no fault, or

  • The 30-day replacement period has expired

Region Replacement Handling Fee
UAE AED 27

(You only show UAE because your store operates in the UAE market.)

2. Refund Policy

NovaCart does not offer refunds for delivered orders unless there is a special case where a refund is required due to safety or security concerns.

If a refund is approved (rare and exceptional cases):

Refund Deductions:

The following standard charges apply:

  • Order fulfillment & initial delivery cost: AED 18

  • Return pickup & processing cost: AED 9

These charges are deducted from the refund amount to cover logistics and processing expenses.

Important Notes

  • Refunds are not offered for change-of-mind purchases.

  • If a refund is issued, the order amount will be reversed back to the customer after deducting the above costs.

  • Refunds are never issued for non-faulty products unless the situation meets the criteria of a special case.

3. Special Case Refunds (Rare Situations)

In rare situations involving safety, compliance, or verification concerns, NovaCart may initiate a refund directly.
In such cases:

  • The refund is processed without charging the customer, and

  • The refund amount is reversed from the merchant side internally

  • Customers will receive the full amount they paid

These cases are extremely rare and handled on a case-by-case basis.

4. Product Listing & Accuracy

To ensure a reliable customer experience:

  • Product titles, images, variants, colors, and sizes listed on our website accurately reflect the items we ship.

  • We never advertise features that the product does not include.

  • Pricing is set to reflect the realistic value and quality of the product.

5. Warehousing & Storage Disclaimer

While all products are securely stored and handled with care, NovaCart is not liable for damages that occur due to uncontrollable or external factors not caused by willful misconduct or negligence.

6. How to Request a Replacement or Refund

To initiate a claim:

  1. Email us at support@novacart.ae

  2. Attach your order number

  3. Provide clear photos or videos showing the issue

  4. Describe the problem briefly

Our team will review the case within 24 hours and guide you through the next steps.

7. Customer Responsibility

To avoid delays:

  • Ensure the product is returned in original packaging

  • Include all accessories, manuals, and components

  • Provide accurate contact and address information for pickups

8. Final Notes

  • We operate with strict quality control and transparent customer service.

  • Our goal is to ensure fairness to customers while maintaining sustainability and responsible operations.

  • By making a purchase from NovaCart, you agree to this policy.