At Nova Ecommerce Marketplace, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we’re here to help. Please read our policy carefully to understand the return and refund process.

1. Return Eligibility

To be eligible for a return, please ensure that:

  • The item must be returned within 7 days of delivery.
  • The item must be unused, in the same condition that you received it, and in its original packaging.
  • You must have the receipt or proof of purchase.

2. Category-Specific Rules

Due to the nature of our diverse marketplace, some exceptions apply:

  • Gadgets & Electronics: Must have all original accessories, manuals, and intact warranty seals.
  • Home & Interior Decor: Must be free of any marks, scratches, or signs of assembly/use.
  • Groceries & Perishables: Due to health and safety reasons, fresh groceries and perishable items cannot be returned unless they arrive damaged or expired.
  • Stationery: Items must be in their original sealed packaging.

3. Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately at novaecommerce@gmail.com with photos of the item and packaging. We will arrange a replacement or full refund at no extra cost to you.

4. Refund Process

Once we receive your item, we will inspect it and notify you of the status of your refund. If approved:

  • The refund will be processed to your original method of payment (or Bank Transfer/EasyPaisa/JazzCash as agreed).
  • You will receive the credit within 5-7 working days, depending on your bank’s policies.

5. Shipping Costs for Returns

  • If the return is due to a mistake on our part (wrong or damaged item), Nova Ecommerce will cover the shipping costs.
  • For change-of-mind returns, the customer will be responsible for paying the return shipping costs. Shipping costs are non-refundable.

6. Contact Us

For any questions related to refunds and returns, please reach out to our support team: