At Nova Elite (novaelite.pk), we want you to have a seamless shopping experience. Please read our guidelines on how we process orders and handle returns/exchanges.
1. Order Confirmation & Processing
- Confirmation Call: After you place an order on our website, our team may call or WhatsApp you at 03004302191 to verify your details. Unconfirmed orders will not be dispatched.
- Order Cancellation: You can cancel your order within 24 hours of placing it, provided it has not already been handed over to the courier. Once shipped, the package cannot be canceled.
- Cash on Delivery (COD): The courier will not allow you to open the parcel before making the payment. This is a strict policy set by our courier partners.
2. 7-Day Return & Exchange Policy
We offer a 7-day return and exchange window if your order arrives with an issue.
You can claim a return or exchange if:
- The product arrived damaged, broken, or defective.
- The product is incomplete or has missing accessories.
- You received the wrong item, size, or color.
Conditions for Eligibility:
- The item must be completely unused, unworn, and in its original packaging.
- All original tags, labels, and protective stickers must be intact.
- Change of mind is not applicable for returns or refunds.
3. How to Open a Return Request
To return or exchange an item, follow these simple steps:
- Send Proof: Contact us via WhatsApp (03004302191) or email (novaelitepk@gmail.com) within 7 days of delivery. Send your order number along with clear photos or a short video showing the issue/defect.
- Ship it Back: Once our team approves your request, you will need to mail the package back to our provided return address using a traceable courier service.
- Shipping Costs: Customers are responsible for the return shipping fees unless the return is due to a mistake on our part (e.g., we sent the wrong product).
4. Refund Process
- Once we receive and inspect your returned item, we will notify you regarding the approval of your refund.
- Approved refunds are processed within 5 to 7 working days via Bank Transfer, EasyPaisa, or JazzCash.
- Original shipping charges (Rs. 250) are non-refundable.
Need Help with an Order?
- Email: novaelitepk@gmail.com
- Phone / WhatsApp: 03004302191
