When you can return an item
- The item is damaged, broken, faulty or not working.
- You received the wrong item, wrong size/colour, or parts are missing.
- The item is clearly different from its photos or description, or is fake.
Each product shows its return period (usually 7 days from delivery). Some items cannot be returned for hygiene reasons (for example undergarments, cosmetics once opened) unless they arrive damaged or wrong.
How to return
- Within the return period, email hrb6041@gmail.com (or use the Return & Dispute Center in the web app) with your order number and photos or a short video of the problem.
- We pass your request to the seller.
- The seller replies within 48 hours. If you can’t agree, the NOVA BUY team reviews the case and decides.
- Pack the item with all parts and tags and hand it to the courier, or send it as the seller instructs.
Refunds
- After the returned item is received and checked, refunds are sent within 7 working days.
- Cash on delivery orders are refunded to your EasyPaisa, JazzCash, Raast or bank account. Wallet and bank payments are refunded to the same account.
- If an order is cancelled before it is shipped, you get a full refund.
Need help?
Email hrb6041@gmail.com with your order number.