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Complaints

We take complaints seriously and use them to improve our service.

If something has not gone as expected, please contact us and we will review the matter as quickly and fairly as possible.

We aim to acknowledge customer enquiries within 24 hours.

How to make a complaint

You can submit a complaint by contacting NovaMeds support.

Please provide as much relevant information as possible so that we can investigate the issue efficiently. Where applicable, include:

  • your full name;
  • the order or request reference;
  • the email address or Telegram contact used for the order;
  • the product concerned;
  • a description of what happened;
  • relevant dates;
  • photographs or supporting documents where relevant;
  • the outcome or solution you are seeking.

Contact NovaMeds

What happens next

  1. Complaint received

    We record your complaint and review the information provided.

  2. Initial review

    A NovaMeds team member will assess the issue and may contact you if additional information is required.

  3. Investigation

    Where necessary, we may need to obtain information from the pharmaceutical distribution partner, delivery provider, telemedicine provider or another service involved in your request.

  4. Response

    Once the relevant information has been reviewed, we will explain the outcome and any action that can be taken.

Delivery or product issues

If your complaint concerns a damaged parcel, damaged product, incorrect item or missing item, please contact us as soon as possible.

Where relevant, provide photographs of the parcel, packaging and affected products.

Cancellations, Returns & Refunds

Payment issues

If your complaint concerns a payment, include the order reference, payment date, amount and payment method used.

Do not send full card numbers, passwords, security codes or other sensitive authentication information.

Medical or prescription matters

NovaMeds customer support cannot overturn an independent clinical decision made by a healthcare professional.

If your complaint concerns a telemedicine assessment, prescription decision or other clinical matter, NovaMeds can help identify the appropriate provider or contact point for the issue to be reviewed.

Pharmaceutical distribution

Where a complaint concerns fulfilment or pharmaceutical distribution, NovaMeds may need to refer the matter to our pharmaceutical distribution partner for investigation.

Current partner: PharmaMed International Sh.p.k., Authorised Pharmaceutical Distribution Partner. Its registered details are listed on our Contact page.

Partner details on the Contact page

Your information

Information provided as part of a complaint will be used to investigate and respond to the issue and handled in accordance with our Privacy Policy.

Privacy Policy