At NOVEL, we are committed to the satisfaction of our valued customers. Due to the nature of our medical products, and in the interest of public health and safety, we have established a replacement and return policy according to the following conditions:
First: Return and exchange period
Returns: Within the first 24 hours of receiving the order.
Replacement: Within the first three (3) days of receiving the order.
Second: Return and exchange fees:
Returns: A delivery fee of 25 Saudi Riyals will be deducted from the product price.
Replacement: Free for the first time only.
If a replacement is requested for the second time or more, a fee of 25 Saudi Riyals will be charged.
In the event of a manufacturing defect or error on our part, the return or replacement is completely free of charge.
Third: Conditions for accepting returns or exchanges
The product must be unused and unwashed.
The product must be in its original condition as received.
Attach the purchase invoice or order number.
Fourth: Products that are neither returnable nor exchangeable
Products that are used or damaged due to misuse.
Fifth: Cancel or amend the request
The order can only be modified or cancelled within the first 12 hours of the order time.
The order cannot be modified or cancelled more than 12 hours after the order date.
Sixth: The mechanism for requesting a return or exchange
Contact customer service via [+966509968526 / WhatsApp / [email protected]] within the specified period.
Provide us with the order number and clear pictures of the product.
After the order has been reviewed and approved, the customer will be provided with shipping instructions.
Important notes:
The customer bears the shipping costs if there is no manufacturing defect.
NOVEL reserves the right to reject any application that does not meet the stated conditions.
All policies are applied in accordance with the nature of medical products and safety standards.
Thank you for your trust in NOVEL, and we are always happy to serve you.
