Cancellations, Returns & Refunds

A request submitted online is not a binding order: until it has been approved, you can withdraw it at any time by contacting NovaMeds support.

You may request cancellation while your order is still being prepared and before it has been dispatched.

To request a cancellation, contact NovaMeds support as soon as possible and provide your order or request reference.

If payment has already been received and the order is cancelled before dispatch, any approved refund will normally be returned using the original payment method where possible, or by another agreed method where necessary.

If payment for an approved order is not completed successfully, the order may be cancelled automatically after 3 days.

Once an order has been dispatched, it can no longer be cancelled in the same way.

Medicines and other health-related products cannot normally be returned simply because the customer has changed their mind once they have been supplied or dispatched.

This is because product integrity, storage conditions and safety can no longer be guaranteed after the product has left the authorized distribution chain.

Returns are only considered in appropriate circumstances, including where a product is:

• incorrect;
• damaged;
• defective;
• incomplete;
• or where another applicable right requires a return or remedy.

Do not send any product back without first contacting NovaMeds and receiving return instructions.

Where a return is accepted for a reason not attributable to NovaMeds or the fulfillment partner, return shipping costs may be the customer’s responsibility.

If the shipping package is visibly damaged when delivered:

1. inspect the package and contents where possible;
2. report the damage to the carrier at the time of delivery;
3. contact NovaMeds support as soon as possible;
4. provide your order reference and photographs of the packaging and affected products.

Please keep the original packaging until the case has been reviewed.

If the outer parcel appears intact but an item inside is damaged, incorrect or missing, contact NovaMeds support as soon as possible.

Please provide:

• your order reference;
• a description of the issue;
• photographs where relevant;
• details of the affected product.

NovaMeds and the pharmaceutical distribution partner will review the case and advise you of the next steps.

Where a refund is approved, it will normally be returned using the original payment method where possible.

Where that is not possible, NovaMeds may arrange reimbursement using another agreed method.

Processing times may vary depending on the payment method used.

Shipping and handling charges are not normally refundable once an order has been dispatched, except where the issue results from an error, defect or other circumstance for which NovaMeds or the fulfillment partner is responsible.